MUMBAI, India, Aug. 24 -- Intellectual Property India has published a patent application (202517070283 A) filed by Genesys Cloud Services, Inc. on July 23, 2025, for Heuristic-Based Approach To Multi-Objective Schedule Optimization In Contact Centers.
Inventors include D'Attilio, William; Velasquez Diaz, German; Bankole, Temitayo; Ter, Wei Xun; Wicaksono, Bayu; and Wood, Paul.
The application for the patent was published on August 21, 2026, under issue no. 34/2026.
Abstract: A method of leveraging a heuristic-based approach to multi-objective schedule optimization in contact centers according to an embodiment includes adding, by a computing system, assignable contact center agents to pre-existing scheduled sessions, selecting, by the computing system, a session from a plurality of candidate sessions to open in response to adding the assignable contact center agents to the pre-existing scheduled sessions, opening, by the computing system, the selected session, and assigning, by the computing system, unassigned contact center agents to the opened session, wherein at most one session of the plurality of candidate sessions is open for assignment at a given time.
Disclaimer: Curated by HT Syndication.
