Abstract: A server is configured to, over a first period of time: receive a first set of deferrable contacts; automatically distribute the deferrable contacts to agents for resolution via the agent computing devices; measuring a respective time required for each resolution; and computing an average of the respective required times. The server is also configured to, continuously, in real time: receive a second set of deferrable contacts; based on the average of the respective required times, compute a total required time to resolve the second set of deferrable contacts; with the GUI: display the total required time; receive an approval; automatically generate a required staffing; automatically generate an agent schedule; and with the GUI, publish the agent schedule to the agents.

Abstract: A computerized-method for enabling true-to-interval analytics from an ACD-application. The computerized-method includes during a shift-schedule having time-intervals, (i) for each time-interval, a. every preconfigured time-period in the time-interval: i. polling data-feed from the ACD-application; and ii. obtaining true-to-interval parameters from the polled data-feed and storing the true-to-interval parameters with start-time of the preconfigured time-period. The true-to-interval parameters include for each contact: 1) a state of activity; 2) handle-time duration; and 3) hold-time duration. b. calculating number of contacts having the activity state, based on the true-to-interval parameters; c.

Abstract: Systems and methods for assessing the feasibility of a proposed contact center work plan are disclosed. The plan may include a proposed workload and a proposed performance metric and the method may include: generating, based on the proposed contact center work plan and data indicative of previous feasible contact center work plans, a feasibility for the proposed contact center work plan; and where the feasibility is below a threshold, generating, using a large language model, a modified contact center work plan for a user with a feasibility above the threshold, the modified contact center work plan comprising a modification to one or more aspects of the contact center work plan.

Abstract: A computerized-method for predicting a staffing-shrinkage percentage in a time-slot during a future staffing plan in a contact center, The computerized-method includes: (i) receiving via a User Interface that is associated to a Workforce Management (WFM) application, skills for the future staffing plan and the time-slot; (ii) calculating a historic-shrinkage percentage during a preconfigured period based on agents time-offs and understaffing-levels during the preconfigured period; (iii) determining the staffing-shrinkage percentage in the time-slot during the future staffing plan based on the calculated historic-shrinkage percentage; and (iv) configuring the WFM application to update staffing level in the future staffing plan, based on the determined staffing-shrinkage percentage.

Abstract: A computer-implemented method for optimizing a number of sessions of a multi-session meeting based on agents skill requirement during a time-range of scheduled work-shifts, in a cloud-based contact center. The computer-implemented method includes receiving a time-range of scheduled work-shifts, a maximum number of agents in each session of the multi-session meeting, one or more skill-types and a buffer-level for each skill-type, operating a schedule manager MS to provide scheduled work-shifts of agents in the time-range of scheduled work-shifts that include open slots and net staffing data of each skill-type, determining a total number of agents, calculating a lower-bound of sessions and an upper-bound of sessions, iteratively determining a number of sessions of the multi-session meeting and allocating the total number of agents to the determined number of sessions of the multi-session meeting until an optimal number of sessions of the multi-session meeting is reached.

Abstract: A computer based system and method for automatically transmitting an electronic notice to a publisher of negative content, that includes: monitoring at least one electronic social media channel to identify content that is relevant to an entity; analyzing the identified content to identify content with negative sentiment, and an identity of the publisher of the content with the negative sentiment; and initiating an automated interaction with the publisher. Initiating the interaction may include posting an automatic reply to a message in the electronic social media channel that includes the content with the negative sentiment and/or initiating an automatic phone call.

Abstract: A computerized-method for predicting target-agents for a shift-trade request based on trading trends of agents, is provided herein. The computerized-method may include operating a trading-shifts module.

Abstract: A computerized-method for work-time reconciliation upon agent inactivity prediction is provided herein. In a computerized system that includes a processor, a data storage of data related to workforce-management and a data storage of data relate to interaction-routing and a memory to store the data storages, the processor operating a work-time reconciliation module. The operating of the work-time reconciliation module includes operating an agent inactivity detection module to yield a list of agents for work-time reconciliation and then, storing the list of agents for work-time reconciliation in the data storage of data related to workforce management and then displaying on a display unit details of agents in the list of agents for work-time reconciliation.