System and method for integrated resource scheduling, task allocation and agent work management
View Patent ↗According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both. This second feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said call routing system, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from an agent scripting engine and a call routing system to the forecasting engine or adherence module of a workforce management system, or both, is disclosed.
1. A method for operating a contact center having at least one computerized server executing software, comprising of the steps of:
establishing automated feedback mechanisms directly between software executed on a routing server implemented on a computerized appliance used for routing interactions, software for managing contact center staffing, which includes a scripting engine providing prompts to agents, and software used by contact center agents during a specific operating period; and
either advantageously adjusting interaction routing based on triggers detected by the software for managing contact center staffing within the operating period; or
advantageously adjusting the prompts provided to contact center agents, either automatically or on request, based on triggers detected by the software managing contact center staffing within the operating period;
or both.
2. A method for operating a contact center having at least one computerized server executing software, comprising of the steps of:
establishing automated feedback mechanisms directly between software executed on a routing server implemented on a computerized appliance used for routing interactions, software for managing contact center staffing, which includes a scripting engine providing prompts to agents, and software used by contact center agents during a specific operating period; and
either advantageously adjusting contact center staffing based on triggers detected by the software for routing interactions within the operating period; or
advantageously adjusting the prompts provided to contact center agents, either automatically or on request, based on triggers detected by the software for routing interactions within the operating period;
or both.
3. A method for operating a contact center having at least one computerized server executing software, comprising of the steps of:
establishing automated feedback mechanisms directly between software executed on a routing server implemented on a computerized appliance used for routing interactions, software for managing contact center staffing, and software used by contact center agents during a specific operating period; and
either advantageously adjusting contact center staffing based on triggers detected by the software used by contact center agents within the operating period; or
advantageously adjusting routing of interactions by the software routing interactions based on triggers detected by the software used by contact center agents within the operating period;
or both.