SYSTEM AND METHOD FOR OPTIMIZING A NUMBER OF SESSIONS OF A MULTI-SESSION MEETING BASED ON AGENTS SKILL REQUIREMENT DURING A TIME-RANGE OF SCHEDUELED WORK-SHIFTS IN A CLOUD-BASED CONTACT CENTER

1 . A computer-implemented method for optimizing a number of sessions of a multi-session meeting based on agents skill requirement during a time-range of scheduled work-shifts, in a cloud-based contact center, said computer-implemented method comprising:

(i) receiving via a User Interface (UI) of a webapp a time-range of scheduled work-shifts, a maximum number of agents in each session of the multi-session meeting, one or more skill-types and a buffer-level for each skill-type of the one or more skill-types;

(ii) operating a schedule manager Microservice (MS) to provide a. scheduled work-shifts of agents in the time-range of scheduled work-shifts that include open slots from a database of a plurality of agents with a respective plurality of schedules of work-shifts thereon; and b. net staffing data of each skill-type of the received one or more skill-types in each open slot, in the scheduled work-shifts in the time-range of scheduled work-shifts;

(iii) determining a total number of agents in the time-range of scheduled work-shifts that include open slots;

(iv) calculating a lower-bound of sessions and an upper-bound of sessions;

(v) determining a number of sessions of the multi-session meeting based on agents skill requirement by calculating an average of the calculated lower-bound of sessions and the calculated upper-bound of sessions,

and

(vi) allocating the total number of agents in the time-range of scheduled work-shifts that include open slots to the determined number of sessions of the multi-session meeting based on agents skill requirement during the received time-range of scheduled work-shifts, and

wherein when the determined number of sessions of the multi-session meeting based on agents skill requirement is above a preconfigured percentage of the calculated upper-bound of sessions, decreasing the calculated upper-bound by a binary search algorithm and performing operations (v)-(vi), and

wherein when the determined number of sessions of the multi-session meeting based on agents skill requirement is below or equal to the preconfigured percentage of the calculated upper-bound of sessions increasing the calculated lower-bound by the binary search algorithm and performing operations (v)-(vi).

2 . The computer-implemented method of claim 1 , wherein said computer-implemented method is further comprising sending a notification to each agent in the total number of agents with session date and time and storing each updated schedule in the database of a plurality of agents with a respective plurality of schedules of work-shifts thereon.

3 . The computer-implemented method of claim 1 , wherein said computer-implemented method is further comprising updating each schedule of each agent of the determined total number of agents with session date and time.

4 . The computer-implemented method of claim 1 , wherein the calculating of lower-bound of sessions is operated by allocating for each open slot in the scheduled work-shifts in the time-range of scheduled work-shifts the received maximum number of agents in each session of the multi-session meeting and meeting the received buffer-level for each skill-type of the one or more skill-types based on net staffing data of each skill-type for the open slot, and wherein the calculating upper-bound of sessions is operated by allocating for each open slot in the scheduled work-shifts in the time-range of scheduled work-shifts a preconfigured percentage of the received maximum number of agents in each session of the multi-session meeting of skill-based agents and meeting the received buffer-level for each skill-type of the one or more skill-types based on net staffing data for the open slot.

5 . The computer-implemented method of claim 1 , wherein the determining of the total number of agents in the time-range of scheduled work-shifts that include open slots is based on preferences thereof.

6 . The computer-implemented method of claim 1 , wherein the allocating of the total number of agents to the determined number of sessions is operated by using a greedy algorithm and round-robin method for selecting each agent for each session in the number of sessions of the multi-session meeting.

7 . The computer-implemented method of claim 1 , wherein the allocating of the total number of agents in the time-range of scheduled work-shifts that include open slots to the determined number of sessions of the multi-session meeting based on agents skill requirement is random.

8 . A computerized-system for optimizing a number of sessions of a multi-session meeting based on agents skill requirement during a time-range of scheduled work-shifts, in a cloud-based contact center, said computerized-system comprising:

a processor,

a memory including a database of a plurality of agents with a respective plurality of schedules of work-shifts thereon,

a User Interface (UI) of a webapp; and

a schedule manager Microservice (MS),

said processor is configured to:

(i) receive via a User Interface (UI) of a webapp a time-range of scheduled work-shifts, a maximum number of agents in each session of the multi-session meeting, one or more skill-types and a buffer-level for each skill-type of the one or more skill-types;

(ii) operate a schedule manager Microservice (MS) to provide a. scheduled work-shifts of agents in the time-range of scheduled work-shifts that include open slots from a database of a plurality of agents with a respective plurality of schedules of work-shifts thereon; and b. net staffing data of each skill-type of the received one or more skill-types in each open slot, in the scheduled work-shifts in the time-range of scheduled work-shifts;

(iii) determine a total number of agents in the time-range of scheduled work-shifts that include open slots;

(iv) calculate a lower-bound of sessions and an upper-bound of sessions;

(v) determine a number of sessions of the multi-session meeting based on agents skill requirement by calculating an average of the calculated lower-bound of sessions and the calculated upper-bound of sessions; and

(vi) allocate the total number of agents in the time-range of scheduled work-shifts that include open slots to the determined number of sessions of the multi-session meeting based on agents skill requirement, during the received time-range of scheduled work-shifts, and

wherein when the determined number of sessions of the multi-session meeting based on agents skill requirement is above a preconfigured percentage of the calculated upper-bound of sessions, decreasing the calculated upper-bound by a binary search algorithm and performing operation (v)-(vi), and

wherein when the determined number of sessions of the multi-session meeting based on agents skill requirement is below or equal to the preconfigured percentage of the calculated upper-bound of sessions increasing the calculated lower-bound by the binary search algorithm and performing operation (v)-(vi).