Systems and methods for workforce management system deployment

Abstract

A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.

What is claimed: 
     
         1 . A method for configuring an application for a contact center comprising:
 interfacing with a contact center by an application;   receiving contact center data from the contact center by the application;   receiving a selection of an item of the application to configure by the application;   based on the selected item, selecting a workflow corresponding to the selected item by the application; and   configuring the item of the application automatically using the selected workflow and the contact center data by the application.   
     
     
         2 . The method of  claim 1 , wherein the application is a WFM application. 
     
     
         3 . The method of  claim 1 , further comprising:
 determining a plurality of agents associated with the contact center; and   configuring the item of the application automatically using the selected workflow and the contact center data by the application comprises:   configuring one or more of a minimum hours for the at least one agent, a break pattern for the at least one agent, and a shift for the at least one agent.   
     
     
         4 . The method of  claim 3 , further comprising retrieving presence data for each agent from the contact center, wherein the presence data for an agent comprises a plurality of events and each event is associated with a time. 
     
     
         5 . The method of  claim 3 , further comprising:
 for the at least one agent of the plurality of agents, determining a location for the agent;   retrieving one or more rules that relate to scheduling for the determined location; and   for the at least one agent of the plurality of agents, generating the schedule for the at least one agent based on the one or more rules and the minimum hours for the at least one agent.   
     
     
         6 . The method of  claim 5 , wherein determining a location for the agent comprises determining a telephone number associated with the agent and determining the location for the agent based on the telephone number. 
     
     
         7 . The method of  claim 1 , wherein interfacing with the contact center by the application comprises:
 requesting credentials from a user associated with the contact center; and   interfacing with the contact center using the requested credentials.   
     
     
         8 . A system for configuring an application for a contact center comprising:
 at least one processor; and   a non-transitory computer readable medium comprising instructions that, when executed by the at least one processor, cause the system to:
 interface with a contact center; 
 receive contact center data from the contact center; 
 receive a selection of an item of an application to configure; 
 based on the selected item, select a workflow corresponding to the selected item; and 
 configure the item of the application automatically using the selected workflow and the contact center data. 
   
     
     
         9 . The system of  claim 8 , wherein the application is a WFM application. 
     
     
         10 . The system of  claim 8 , further comprising instructions that, when executed by the at least one processor, cause the system to:
 determine a plurality of agents associated with the contact center; and   configuring the item of the application automatically using the selected workflow and the contact center data comprises:
 configuring one or more of a minimum hours for the at least one agent, a break pattern for the at least one agent, and a shift for the at least one agent. 
   
     
     
         11 . The system of  claim 10 , further comprising instructions that, when executed by the at least one processor, cause the system to retrieve presence data for each agent from the contact center, wherein the presence data for an agent comprises a plurality of events and each event is associated with a time. 
     
     
         12 . The system of  claim 10 , further comprising instructions that, when executed by the at least one processor, cause the system to:
 for the at least one agent of the plurality of agents, determine a location for the agent;   retrieve one or more rules that relate to scheduling for the determined location; and   for the at least one agent of the plurality of agents, generate the schedule for the at least one agent based on the one or more rules and the minimum hours for the at least one agent.   
     
     
         13 . The system of  claim 12 , wherein determining a location for the agent comprises determining a telephone number associated with the agent and determining the location for the agent based on the telephone number. 
     
     
         14 . The system of  claim 8 , wherein interfacing with the contact center by the application comprises:
 requesting credentials from a user associated with the contact center; and   interfacing with the contact center using the requested credentials.   
     
     
         15 . A non-transitory computer-readable medium comprising instructions that, when executed by at least one processor, cause a computer system to:
 interface with a contact center;   receive contact center data from the contact center;   receive a selection of an item of an application to configure;   based on the selected item, select a workflow corresponding to the selected item; and   configure the item of the application automatically using the selected workflow and the contact center data.   
     
     
         16 . The computer-readable medium of  claim 15 , wherein the application is a WFM application. 
     
     
         17 . The computer-readable medium of  claim 15 , further comprising instructions that, when executed by the at least one processor, cause the computer system to:
 determine a plurality of agents associated with the contact center; and   configuring the item of the application automatically using the selected workflow and the contact center data comprises:
 configuring one or more of a minimum hours for the at least one agent, a break pattern for the at least one agent, and a shift for the at least one agent. 
   
     
     
         18 . The computer-readable medium of  claim 17 , further comprising instructions that, when executed by the at least one processor, cause the computer system to retrieve presence data for each agent from the contact center, wherein the presence data for an agent comprises a plurality of events and each event is associated with a time. 
     
     
         19 . The computer-readable medium of  claim 17 , further comprising instructions that, when executed by the at least one processor, cause the computer system to:
 for the at least one agent of the plurality of agents, determine a location for the agent;   retrieve one or more rules that relate to scheduling for the determined location; and   for the at least one agent of the plurality of agents, generate the schedule for the at least one agent based on the one or more rules and the minimum hours for the at least one agent.   
     
     
         20 . The computer-readable medium of  claim 15 , wherein interfacing with the contact center by the application comprises:
 requesting credentials from a user associated with the contact center; and   interfacing with the contact center using the requested credentials.