Abstract: There is provided a system and a method for simultaneously scheduling resources in customer contact centers based on the requirements of each skill. Indeed, the method simply relies on the analysis and duplication, without using complex simulations, of the routing of particular calls to each agent for each of his skills and for each sub-interval of a working day to then provide a simultaneous scheduling of resources based on the requirements of each skill calculated from previously captured customers' needs for each sub-interval of each selected working period.

Abstract: An agent at a contact center uses a soft phone embedded in the agent's desktop to converse with a customer, to set the agent's Automatic Call Distribution (“ACD”) state, and to control the phone's call control state. Computer Telephony Integration (“CTI”) technology is used in many ways at the contact center, including for accessing CTI data and executing CTI methods. CTI data can include information about the calling number, called number, caller entered digits, and the queue the call came from. CTI methods can include call control operations such as answering a call, making a call, and transferring a call. In addition, CTI methods can also include ACD specific operations, such as setting an agent's state and querying the state of a queue of customers. A web browser is also embedded in the agent's desktop, and one or more web-based applications are integrated into the web browser. These applications may be web-based enterprise applications or other web-based applications such as available over the internet.