US 12,034,887 B1
Systems and methods for synchronizing agent staffing and customer call volume in contact centers
Taleb John Mouslmani, Menlo Park, CA (US); Therese M. Ferris, Menlo Park, CA (US); Travis Dale Coleman, Menlo Park, CA (US); and Mathew Scott Danish, Menlo Park, CA (US)
Filed by GENESYS CLOUD SERVICES, INC., Menlo Park, CA (US)
Filed on Mar. 14, 2023, as Appl. No. 18/121,237.
Claims priority of provisional application 63/435,110, filed on Dec. 23, 2022.
Int. Cl. H04M 3/523 (2006.01); G06Q 10/0631 (2023.01); H04M 3/493 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5238 (2013.01) [G06Q 10/06311 (2013.01); H04M 3/493 (2013.01); H04M 3/5175 (2013.01); H04M 3/5231 (2013.01); H04M 2203/402 (2013.01); H04M 2203/551 (2013.01); H04M 2203/558 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for synchronizing agent staffing and customer call volume within a contact center, the method comprising:
estimating a number of agents that will staff the contact center during a specified future time;
using historical data, estimating a number of customer calls anticipated during the specified future time;
performing a first comparison of the number of agents with the anticipated customer calls for the specified future time;
based on the first comparison, determining one or more preferred contact-center callback windows within the specified future time, wherein the one or more preferred contact-center callback windows are selected based on an overall customer call volume with the estimated number of agents staffing the contact center during the specified future time;
communicating with a customer to request one or more preferred customer-selected callback times;
performing a second comparison of the one or more preferred contact-center callback windows with the one or more preferred customer-selected callback times; and
based on the second comparison, providing the customer with one or more suggested callback times, wherein the one or more suggested callback times are selected to synchronize the overall customer call volume with the number of agents staffing the contact center, the preferred contact-center callback windows, and the preferred customer-selected callback times to improve a customer experience and contemporaneously improve an efficiency of the contact center during the specified time.