Abstract: A method and apparatus for scheduling agents in a call center to meet predefined service levels, wherein communications are associated with queues representing categories of communications, the queues including at least one concurrent queue of concurrent communications, wherein multiple concurrent communications can be handled concurrently by a single agent. The method includes executing a simulation to determine an effectiveness of plural agents. The simulation includes computing a skill group weighting (SGW) for each agent for at least one concurrent queue and at least one interval based on: tc, the time spent by the agent on queue C communications tall, the time spent by the agent on all concurrent communications te, the elapsed concurrent time for the agent tn, the non-idle time of the agent; and Agents are scheduled based on the SGW and max capacity of concurrent communications for each agent.

Abstract: A method and apparatus for scheduling agents in a call center to meet predefined service levels, wherein communications are associated with queues representing categories of communications, the queues including at least one concurrent queue of concurrent communications, wherein multiple concurrent communications can be handled concurrently by a single agent. The method includes executing a simulation to determine an effectiveness of plural agents. The simulation includes computing a skill group weighting (SGW) for each agent for at least one concurrent queue and at least one interval based on: tc, the time spent by the agent on queue C communications tall, the time spent by the agent on all concurrent communications te, the elapsed concurrent time for the agent tn, the non-idle time of the agent; and Agents are scheduled based on the SGW and max capacity of concurrent communications for each agent.