Patent Number: 7,826,608

Title: Systems and methods for calculating workforce staffing statistics

Abstract: Systems and methods for determining workforce staffing statistics in a contact center are disclosed. In one embodiment, the method comprises the steps of: receiving activity records associated with agents; and producing queue-specific staff counts for an interval. The counts are based on an activity record subset, and an agent skill, and a contact queue skill set. In one embodiment, the system comprises: an activity collector operative to receive events; and a staff statistics calculator operative to determine a staff count for a specified staffing interval. Each of the events describes a worker activity. In this embodiment, the calculator comprises: logic for receiving activity records derived from one of the events; logic for identifying contact queues for each worker in the activity records; and logic for incrementing a contact queue staff count if at least one skill for the respective worker is included in the respective contact skill set.

Inventors: Peleg; Uri (Santa Clara, CA), Bourke; Mike (San Francisco, CA), Fama; Jason (Foster City, CA), Prabhu; Vinod (Fremont, CA)

Assignee: Verint Americas Inc.

International Classification: H04M 3/00 (20060101)

Expiration Date: 2019-11-02 0:00:00