Abstract: Disclosed is a method of creating and updating schedules. The method comprises receiving a plurality of initial events associated with a plurality of entities, generating an initial schedule that identifies the plurality of initial events, receiving a plurality of subsequent events, processing each initial event of the plurality of initial events to identify a subset of the plurality of initial events that should be maintained based on which entity of the plurality of entities is associated with the initial event, and generating an updated schedule that identifies only the subset of the plurality of initial events and the plurality of subsequent events.

Abstract: Systems and methods of partial shift swapping are disclosed. An exemplary method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request. An exemplary computer-readable medium has a computer program stored thereon. The computer program comprises computer-executable instructions for performing a computer-executed method of requesting a partial shift swap.

Abstract: Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the agents provide to a call center. The Agent computing device is capable of transmitting the quality scores of agents over a network. The system further includes a manager computing device that is capable of: receiving the quality scores of agents over the network, receiving a scheduled interval, receiving a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center, determining a quality goal for the scheduled interval based on the received quality scores of agents, and determining a schedule for the agents based on the quality goal, the quality goal score, and the scheduled interval.

Abstract: Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.

Abstract: Systems and methods of strategic forecasting of demand are disclosed. One such method comprises receiving demand data and computing a variant factor associated with a variant. The variant includes a variant date and a measure of demand on the variant date. The method further includes generating a strategic forecast. The strategic forecast includes a forecast for the variant date, based on the variant factor and on the demand data for the variant date.

Abstract: Systems and methods of partial shift swapping are disclosed. An exemplary method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request. An exemplary computer-readable medium has a computer program stored thereon. The computer program comprises computer-executable instructions for performing a computer-executed method of requesting a partial shift swap.

Abstract: Systems and methods of partial shift swapping are disclosed. An exemplary method comprises: receiving a partial shift swap request to swap a portion of a shift; and updating a schedule to reflect the partial shift swap request. The request is to swap a portion of the shift from an offering agent to an accepting agent. The shift has a date and at least one time range indicating the portion of the shift time range to be re-assigned to the accepting agent.