METHOD AND SYSTEM FOR REDUCING UNDERSTAFFING CONDITIONS BY ENABLING SCHEDULING OF A FLEXIBLE ACTIVITY REQUEST IN A WORKFORCE MANAGEMENT (WFM) SYSTEM
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United States of America Patent
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Issued Date -
Sep 5, 2024
app pub date -
Mar 5, 2023
filing date -
Mar 5, 2023
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Abstract
A computerized-method for reducing understaffing conditions by enabling scheduling of a flexible-activity-request in a WFM system. The computerized-method includes operating a Flexible-Activity-Requestor module to enable an agent to enter a date-range for the flexible-activity-request. Receiving an agent date-range to be forwarded to a Schedule-Requests-Management (SRM) system and upon manager approval stored in a database. Generating one or more schedules to be assigned to one or more agents, forwarding the generated schedules to a Schedule-Manager MS. Having the SRM system retrieve preferences of future activity requests from the database and forward it to the Schedule-Manager MS and operating a scheduler MS to select a date which is in the entered date-range for each future activity request based on the retrieved preferences of future activity requests; and staffing plans retrieved from a staffing data database. Sending notifications to agents as to the selected date of each future activity request.
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