Abstract: A computerized-method for authorizing time-off for a skill to increase agents digital availability is provided herein. The computerized-method includes receiving an agent skill-based time-off request having one or more skills and a duration from a User Interface (UI) in a computerized-device of an agent, and for each skill of the one or more skills in the agent skill-based time-off request: (a) operating an agent-skill-based time-off module to calculate au agent time-off eligibility-quotient.

Abstract: A computerized-method to conduct a staggered maintenance activity based on tenants' prioritization for tenants of a cloud-based Software as a Service (SaaS) platform contact-center, is provided herein. The computerized-method includes operating a Staggered-Maintenance-Activity (SMA) module.

Abstract: A computerized-method for prioritizing agents for working from office via a WFM application, in a hybrid-contact-center work environment. The computerized-method includes: when creating a schedule for a period via the WFM application: getting skills for each day in the schedule, each skill having an associated priority; and allocating agents for each skill in descending order of priority associated to the skill by: for each skill that requires agents to work from office: getting forecast agents count for the skill; and allocating agents to office location based on office capacity and a calculated Agent Work From Office (AWFO) score in ascending order and Agent Health (AH) score greater than ‘0’ until office capacity is full or agent requirements for the skill are fulfilled; when the agents count for the skill is not fulfilled, allocating agents to work from home based on an associated Agent Home Productivity (AHP) score in descending order.

Abstract: A computerized-method for prioritizing agents for working from office, in a hybrid contact center work environment, is provided herein. The computerized-method includes operating an Agent Work From Office (AWFO) Prioritization Analytics module. The AWFO Prioritization Analytics module includes: (i) for each agent in the data store of agents’ metrics calculating an Agent Health (AH) score; (ii) when the AH score is ‘1’ then (a) calculating: (a.i) Agent Home Productivity (AHP) score; (a.ii) Agent Skills Prioritization (ASP) score; and (a.iii) agent’s preferences to work from office indicator; (b) determining an A WFO score based on the AHP score, the ASP score and the agent’s preferences to work from office indicator; and (c) sending the determined A WFO score to a Workforce Management (WFM) application to be presented via a User Interface (UI) thereof.

Abstract: A computerized-method for prioritizing agents for working-from-office, in a hybrid contact-center work-environment, is provided herein. The computerized-method includes operating an Agent-Work-From-Office (AWFO) Prioritization Analytics module.

Abstract: A computerized-method for service monitoring and rate limiting for a service for a request router in a SaaS-platform-contact-center is provided herein. When a service-monitoring-module for a microservice of the SaaS-platform-contact-center is operating and a request-router is in a throttle-mode for a service-of-the-microservice, operating a Tenants Prioritization (TP) module.

Abstract: A computerized-method for service monitoring and rate limiting for a service for a request router in a SaaS-platform-contact-center is provided herein. When a service-monitoring-module for a microservice of the SaaS-platform-contact-center is operating and a request-router is in a throttle-mode for a service-of-the-microservice, operating a Tenants Prioritization (TP) module.

Abstract: A computerized-method to conduct a staggered maintenance activity based on tenants' prioritization for tenants of a cloud-based Software as a Service (SaaS) platform contact-center, is provided herein. The computerized-method includes operating a Staggered-Maintenance-Activity (SMA) module.

Abstract: A computerized-method for prioritizing tenants for a service for a request-router in a cloud-based Software-as-a-Service-platform contact-center, is provided herein. When a service-monitoring module for a microservice is operating and a request-router is in a throttle-mode for each service of the microservice, the computerized-method may be operating a Tenants-Prioritization (TP) module for each tenant.