Forecasting and scheduling campaigns involving different channels of communication
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United States of America Patent
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Mar 20, 2018
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N/A
app pub date -
Aug 24, 2017
filing date -
Jun 11, 2015
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Abstract
Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a first campaign and a second campaign involving two different channels of communication. Specifically, forecasts are generated for the first and second campaigns and agent resources needed to handle communications forecasted for each campaign are identified. A roster template is generated that includes one or more shifts to schedule based on the agent resources identified for the first campaign and evaluated to identify whether a deficiency exists with respect to the one or more shifts not meeting the agent resources identified for the second campaign. If so, the one or more shifts are revised so as not to cause a second deficiency with respect to the first campaign.
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