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: A system and related method to forecast based on events defined by event segments. The system includes a database or set of databases populated with selectable event segments characterized by known information and predictive information deemed by the user to be relevant to a particular organization for which future resource allocation predictions are desired. Rather than evaluate past data summaries alone to predict future resource allocation requirements, the system and related method input raw data that may be parsed and analyzed in any selectable combination to produce one or more forecasts to produce resource allocation information. One use of the system and related method is to calculate staffing requirements for a contact center at a selectable level of granularity.