公开(公告)号：US20210081970A1

公开(公告)日：2021-03-18

申请号：US16580124

申请日：2019-09-24

Applicant: Talkdesk, Inc

Inventor： Jason Fama ,  Patrick Russell ,  Richard Lawrence

IPC: G06Q30/02 ,  G06Q10/10 ,  G06Q10/06

Abstract: A surge engine is provided that predicts upcoming surges for a business such as a contact center or a retail environment. The surge engine may receive a schedule for the business that indicates one or more employees or agents that are scheduled to work for each period. The surge engine further receives a customer or workload forecast for each period that is based on historical customer and workload data for the business. The surge engine then predicts a surge for an upcoming period based on the workload forecast for that period and the schedule for that period. The surge engine may further consider real-time data about the busyness of the business when predicting surges. For each predicted surge, the surge engine automatically identifies employees or agents who may be available to work during the predicted surge, and offers them one or more incentives to work during the predicted surge.

公开(公告)号：US20210081969A1

公开(公告)日：2021-03-18

申请号：US16580119

申请日：2019-09-24

Applicant: Talkdesk, Inc

Inventor： Jason Fama ,  Patrick Russell ,  Richard Lawrence

IPC: G06Q30/02 ,  G06Q10/10 ,  G06Q10/06

Abstract: A surge engine is provided that predicts upcoming surges for a business such as a contact center or a retail environment. The surge engine may receive a schedule for the business that indicates one or more employees or agents that are scheduled to work for each period. The surge engine further receives a customer or workload forecast for each period that is based on historical customer and workload data for the business. The surge engine then predicts a surge for an upcoming period based on the workload forecast for that period and the schedule for that period. The surge engine may further consider real-time data about the busyness of the business when predicting surges. For each predicted surge, the surge engine automatically identifies employees or agents who may be available to work during the predicted surge, and offers them one or more incentives to work during the predicted surge.

公开(公告)号：US20210081877A1

公开(公告)日：2021-03-18

申请号：US16580128

申请日：2019-09-24

Applicant: Talkdesk, Inc

Inventor： Jason Fama ,  Patrick Russell ,  Richard Lawrence

IPC: G06Q10/06 ,  G06N5/04 ,  G06Q30/02

Abstract: A surge engine is provided that predicts upcoming surges for a business such as a contact center or a retail environment. The surge engine may receive a schedule for the business that indicates one or more employees or agents that are scheduled to work for each period. The surge engine further receives a customer or workload forecast for each period that is based on historical customer and workload data for the business. The surge engine then predicts a surge for an upcoming period based on the workload forecast for that period and the schedule for that period. The surge engine may further consider real-time data about the busyness of the business when predicting surges. For each predicted surge, the surge engine automatically identifies employees or agents who may be available to work during the predicted surge, and offers them one or more incentives to work during the predicted surge.

公开(公告)号：US20210081968A1

公开(公告)日：2021-03-18

申请号：US16573040

申请日：2019-09-17

Applicant: Talkdesk, Inc

Inventor： Jason Fama ,  Patrick Russell ,  Richard Lawrence

IPC: G06Q30/02 ,  G06Q10/10 ,  G06Q10/06

Abstract: A surge engine is provided that predicts upcoming surges for a business such as a contact center or a retail environment. The surge engine may receive a schedule for the business that indicates one or more employees or agents that are scheduled to work for each period. The surge engine further receives a customer or workload forecast for each period that is based on historical customer and workload data for the business. The surge engine then predicts a surge for an upcoming period based on the workload forecast for that period and the schedule for that period. The surge engine may further consider real-time data about the busyness of the business when predicting surges. For each predicted surge, the surge engine automatically identifies employees or agents who may be available to work during the predicted surge, and offers them one or more incentives to work during the predicted surge.