Systems and methods for contact center analysis
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United States of America Patent
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Issued Date -
Dec 6, 2007
app pub date -
Jun 30, 2006
filing date -
May 10, 2006
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
Systems and methods for providing integrated solutions for performing workforce management and quality monitoring utilizing an integrated data warehouse system are provided. In this regard, a representative method comprises: generating data from a plurality of workforce optimization (WFO) applications, the WFO applications including, with respect to a workforce, forecasting, scheduling, training, and monitoring fuctionalities; storing the data in a database optimized for extracting the data therefrom; and performing management analytics by querying the database according to at least one usage application, wherein the usage application defines at least one analysis purpose.
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