Fulfilling a Contact Center Agent Resource Deficiency
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United States of America Patent
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Issued Date -
Jul 17, 2014
app pub date -
Jan 15, 2013
filing date -
Jan 15, 2013
priority date (Note) -
Abandoned
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Abstract
A reserve agent management system allows users, such as contact center agents or administrators, to access and edit reserve schedules for agents. In various embodiments, a reserve schedule indicates times, called reserve times, during a particular agent's off-hours when the agent is willing to receive a recall invitation and potentially return to work. Thus, when a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents agreeing to be recalled are then scheduled to work at certain recall times to address the need for additional agent resources. In other embodiments, agents' break times may be shifted to potentially accommodate unexpected changes in required agent resources. Thus, in various embodiments, the reserve agent management system provides administrators and agents with flexibility in adapting agents' schedules to accommodate unplanned needs for agent resources.
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