公开(公告)号：US20220405694A1

公开(公告)日：2022-12-22

申请号：US17349060

申请日：2021-06-16

Applicant: Talkdesk, Inc.

Inventor： Richard Lawrence ,  Érica Costa ,  Jorge Patrao ,  Michael Boyt

IPC: G06Q10/06 ,  G06Q10/10 ,  H04M3/51

Abstract: Methods, apparatus, and media for assigning agents for shifts in a call center environment. Shift template data structures are created for an agent for a single week, the shift template data structure having data fields including, an agent work time data field for a plurality of days in a week, an agent weekly minimum hour data field, and an agent weekly maximum hour data field. Worker parameters are combined with the shift template to define shift rotations which can be applied to a scheduling algorithm to assign the agent to a schedule of rotating shifts.