METHOD FOR PRIORITIZING AGENTS FOR WORKING FROM OFFICE VIA A WFM APPLICATION IN A HYBRID CONTACT CENTER WORK ENVIRONMENT

A computerized-method for prioritizing agents for working from office via a WFM application, in a hybrid-contact-center work environment. The computerized-method includes: when creating a schedule for a period via the WFM application: getting skills for each day in the schedule, each skill having an...

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Bibliographische Detailangaben
Hauptverfasser:	GIRI, Pramod, DHAWAN, Salil, KADU, Swati
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:	A computerized-method for prioritizing agents for working from office via a WFM application, in a hybrid-contact-center work environment. The computerized-method includes: when creating a schedule for a period via the WFM application: getting skills for each day in the schedule, each skill having an associated priority; and allocating agents for each skill in descending order of priority associated to the skill by: for each skill that requires agents to work from office: getting forecast agents count for the skill; and allocating agents to office location based on office capacity and a calculated Agent Work From Office (AWFO) score in ascending order and Agent Health (AH) score greater than '0' until office capacity is full or agent requirements for the skill are fulfilled; when the agents count for the skill is not fulfilled, allocating agents to work from home based on an associated Agent Home Productivity (AHP) score in descending order.