Abstract: Network workforce data for a first group of agents that work during a first time interval is received at a networked computer. The network workforce data for the first group of agents is fitted to a predetermined parameterized function using a least square fit that minimizes the square error. In a second time interval, a derivative of the predetermined parameterized function is taken to determine a number of agents to work during a third time interval. The determined number of agents from the workforce are assigned to a second group of agents to work during the third time interval.

Abstract: Determining processing requirements for processing communications in a communication network includes determining non real-time processing requirements for processing the communications based on communication handling statistics obtained from at least one network element, in the communication network, that distributes the communications. Near real-time processing requirements for processing the communications are determined based on at least one of the communication handling statistics and the non real-time processing requirements. At least one of the non real-time processing requirements and the near real-time processing requirements is forwarded to a processing element that processes at least one of the non real-time processing requirements and the near real-time processing requirements.

Abstract: Systems and methods for generating efficiency reports, which in one embodiment among many, can be broadly summarized by a representative method of associating a call-center supervisor with a call center, obtaining a network statistic for the call center, categorizing the network statistic into one of a group of multiple categories, and providing a pictorial representation of the group of multiple categories. Another embodiment can be described as an efficiency report generator that has logic configured to associate a call-center supervisor with a call center, logic configured to obtain a network statistic for the call center, logic configured to categorize the network statistic into one of a group of multiple categories; and logic configured to provide a pictorial representation of the group of multiple categories.

Abstract: Determining processing requirements for processing communications in a communication network includes determining non real-time processing requirements for processing the communications based on communication handling statistics obtained from at least one network element, in the communication network, that distributes the communications. Near real-time processing requirements for processing the communications are determined based on at least one of the communication handling statistics and the non real-time processing requirements. At least one of the non real-time processing requirements and the near real-time processing requirements is forwarded to a processing element that processes at least one of the non real-time processing requirements and the near real-time processing requirements.

Abstract: Systems and methods for using softswitches in service center applications allow more efficient workforce utilization and more flexibility in staffing service centers. Communication between at least one force management system and at least one softswitch can be used to efficiently distribute service requests to service agents including at least one remote service agent. The remote service agent may be connected across the Internet (or other telecommunications technology for network access) and may use voice-over-IP and/or virtual private networking (VPN) technologies. Furthermore, the remote service agent may receive electronic invitations to work that are based on call service request demand levels.

Abstract: Systems and methods for analyzing planned available resources and expected demand for resources are disclosed. Based on the analysis, changes to the distribution of demands for service to service processing resources may be recommended. The recommended changes are offered to a manager for approval and/or modification before implementation of the changes. In preferred embodiments the resources providing service are service agents that handle service requests. In some embodiments the service agents are humans, whereas other embodiments have non-human service agents in addition to or in place of human service agents.

Abstract: Systems and methods for scheduling of operators for a network, which in one embodiment among many, can be broadly summarized by a representative method of establishing a database of past network statistics and a database of predictably re-occurring variations, and forecasting network usage for a given future date using the past network statistics and the predictably re-occurring variations. Another embodiment can be described as a network usage predictor that has logic configured to establish a database of past network statistics, logic configured to establish a database of predictably re-occurring variations, and logic configured to forecast network usage for a given future date using the past network statistics and the predictably re-occurring variations.

Abstract: Systems and methods for scheduling of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of forecasting network data for a future time interval from past network data, determining a group of agents, forecasting group statistics using at least the forecasted network data, and assigning a second group of agents to work the future time interval. Another embodiment can be described as an agent scheduler system that has logic configured to forecast network data for a future time interval using past network data, logic configured to determine a first group of agents, logic configured to forecast group statistics using the forecasted network data and the agent profiles of the agents in the first group, and logic configured to assign a second group of agents to work the given time interval.

Abstract: Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users of the network and agents having agent-profiles that worked during the first time interval; determining a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and assigning a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.

Abstract: Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users of the network and agents having agent-profiles that worked during the first time interval; determining a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and assigning a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.

Abstract: Systems and methods for using softswitches in service center applications allow more efficient workforce utilization and more flexibility in staffing service centers. Communication between at least one force management system and at least one softswitch can be used to efficiently distribute service requests to service agents including at least one remote service agent. The remote service agent may be connected across the Internet (or other telecommunications technology for network access) and may use voice-over-IP and/or virtual private networking (VPN) technologies. Furthermore, the remote service agent may receive electronic invitations to work that are based on call service request demand levels.

Abstract: Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users of the network and agents having agent-profiles that worked during the first time interval; determining a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and assigning a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.

Abstract: Systems and methods for scheduling of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of forecasting network data for a future time interval from past network data, determining a group of agents, forecasting group statistics using at least the forecasted network data, and assigning a second group of agents to work the future time interval. Another embodiment can be described as an agent scheduler system that has logic configured to forecast network data for a future time interval using past network data, logic configured to determine a first group of agents, logic configured to forecast group statistics using the forecasted network data and the agent profiles of the agents in the first group, and logic configured to assign a second group of agents to work the given time interval.

Abstract: Systems and methods for generating efficiency reports, which in one embodiment among many, can be broadly summarized by a representative method of associating a call-center supervisor with a call center, obtaining a network statistic for the call center, categorizing the network statistic into one of a group of multiple categories, and providing a pictorial representation of the group of multiple categories. Another embodiment can be described as an efficiency report generator that has logic configured to associate a call-center supervisor with a call center, logic configured to obtain a network statistic for the call center, logic configured to categorize the network statistic into one of a group of multiple categories; and logic configured to provide a pictorial representation of the group of multiple categories.

Abstract: Systems and methods for analyzing planned available resources and expected demand for resources are disclosed. Based on the analysis, changes to the distribution of demands for service to service processing resources may be recommended. The recommended changes are offered to a manager for approval and/or modification before implementation of the changes. In preferred embodiments the resources providing service are service agents that handle service requests. In some embodiments the service agents are humans, whereas other embodiments have non-human service agents in addition to or in place of human service agents.

Abstract: Systems and methods for analyzing planned available resources and expected demand for resources are disclosed. Based on the analysis, changes to the distribution of demands for service to service processing resources may be automatically implemented. The changes may be communicated to a service request queuing and distribution system that automatically applies the changes. In preferred embodiments the resources providing service are service agents that handle service requests. In some embodiments the service agents are humans, whereas other embodiments have non-human service agents in addition to or in place of human service agents.

Abstract: Systems and methods for scheduling of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of establishing a database of past network statistics and a database of predictably re-occurring variations, and forecasting network usage for a given future date using the past network statistics and the predictably re-occurring variations. Another embodiment can be described as a network usage predictor that has logic configured to logic configured to establish a database of past network statistics, logic configured to establish a database of predictably re-occurring variations, and logic configured to forecast network usage for a given future date using the past network statistics and the predictably re-occurring variations.