The present invention relates to the matching of resources to work entries. In particular, the
present invention allows work items to be assigned to a particular resource based on the …

US PATENT DOCUMENTS 4,163,124 A 7, 1979 Jolissaint 4.389. 400 A 6, 1983 Ho
4,510,351 A 4, 1985 Costello et al. 4,567,323 A 1, 1986 Lottes et al. 4,737,983 A 4, 1988 …

A method for handling contact center requests can include the step of identifying a contact
center request and a resource type to handle the request, where a resource of the resource …

Systems and methods for analyzing planned available resources and expected demand for
resources are disclosed. Based on the analysis, changes to the distribution of demands for …

(73) Assignee: AT&T Intellectual Property I, LP, 2002/014.3599 A1 10, 2002 Nourbakhsh et
al. Reno, NV (US) 2002fO157043 A1 10, 2002 Hite et al.(c) Notice: Subject tO any …

BACKGROUND 0009 For many types of processes, queuing theory is used in modeling the
performance of Systems based on quantities Such as, but not limited to, expected or …

US7949121B1 - Method and apparatus for the simultaneous delivery of multiple contacts to an
agent - Google Patents US7949121B1 - Method and apparatus for the simultaneous delivery …

Network workforce data for a first group of agents that work during a first time interval is
received at a networked computer. The network workforce data for the first group of agents is …

45 103 51 A 4, 1985 Costello et al. goal, a status of goal realization 304 or 504 and a
correspond 4,567,323 A 1, 1986 Lottes et al. ing set of selection criteria 308 or 508 for the …

A method of determining a set of future actions includes providing an interface to a user, the
interface including an adjustable element associated with a future value of an influencer …