Systems and methods simulate call centers networks and call loads to test load balancing and routing. Performance can be logged to memorialize the load balancing and routing techniques' handling of different loads. This allows the testing of new algorithms or architectures and stress testing of existing architectures in non-production environments. Load balancing can be based on a call score, and routing can invoke proprietary routing protocols.

A computer server system comprises a communications module; a processor coupled with the communications module; and a memory coupled to the processor and storing processor-executable instructions which, when executed by the processor, configure the processor to receive, via the communications module and from a first device, a signal including a request to schedule access to a shared resource within a time window; identify, based on a load projection for the shared resource, at least one time period within the time window for the access to the shared resource; send, via the communications module and to the first device, a signal including the at least one time period and requesting confirmation that a particular one of the at least one time period is acceptable; receive, via the communications module and from the first device, a signal including confirmation that the particular one of the at least one time period is acceptable; determine that a current time has reached the particular one of the at least one time period; and responsive to determining that the current time has reached the particular one of the at least one time period, provide access to a node of the shared resource, the node having available bandwidth.

A computer server system comprises a communications module; a processor coupled with the communications module; and a memory coupled to the processor and storing processor-executable instructions which, when executed by the processor, configure the processor to receive, via the communications module and from a first device, a signal including a request to schedule access to a shared resource within a time window; identify, based on a load projection for the shared resource, at least one time period within the time window for the access to the shared resource; send, via the communications module and to the first device, a signal including the at least one time period and requesting confirmation that a particular one of the at least one time period is acceptable; receive, via the communications module and from the first device, a signal including confirmation that the particular one of the at least one time period is acceptable; determine that a current time has reached the particular one of the at least one time period; and responsive to determining that the current time has reached the particular one of the at least one time period, provide access to a node of the shared resource, the node having available bandwidth.

In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; and selecting the first agent for pairing to the contact based on a pairing strategy, wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and wherein the third agent has been waiting the longest and occupied the least among the set of agents.

A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.

A system for scheduling deferred communications is provided. A workload requirement for a deferred queue for each interval of a set of intervals is determined. Each workload may indicate the amount of work predicted for the associated interval. A staffing requirement for an immediate queue is received and may indicate the number of agents needed to handle the immediate communications for the same intervals. The system, for each interval, may consider the number of agents needed for the interval in the immediate queue. Because the deferred communications do not have to be handled at any particular interval, the system may, based on the workloads, schedule agents for the deferred queue where the immediate queue is less busy (a smaller number of agents are scheduled). The goal of the system being to smooth the intervals such that the total number of agents scheduled for each interval across the immediate queue and the deferred queue remains fairly constant.

Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

A method of agent allocation includes collecting historical service data of each of agents; performing classified counting of the collected historical service data of each of the agents, calculating agent skill values of each of the agents corresponding to the different user levels; counting the agent skill values of all agents corresponding to a same user level as an agent skill value group, successively determining agent queues corresponding to each of the user levels, labeling each of the determined agent queues with an agent queue skill level; determining a ranking of agent queue skill levels corresponding to each of the user levels, wherein in the ranking of agent queue skill levels, the agent queue skill level is a first agent queue skill level ranked at a first place; and finding an idle agent orderly in response to agent service requests transmitted by user terminals of different user levels.

Examples are described of smart capacity workload routing. One example involves storing a workload model in memory regarding a set of different factors associated with user communications, with each factor is associated with a measurement of workload. A received request including information regarding one or more of the factors is process and used in identifying a workload measurement for the requested user communication based on comparing the received request information to the stored workload model, and identifying an agent with capacity that is available to handle the requested user communication. A communication slot for the identified agent is activated and defined by the identified workload measurement. The request is then routed to the identified agent and updating available workload capacity in the system.

A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.