A computerized-method for distributing
workload of a working-shift of a source-location to working-shifts in target-locations, via a WFM-application in a multiple-locations
contact center. The computerized-method comprising: (i) receiving a rebalancing-request and
workload-information of the working-shift of the source-location; (ii)
parsing the
workload-information to extract affected-SUs, target-SUs and critical-skills; (iii) for each parallel time-interval in a parallel working-shift of each target-location and for each critical-skill: retrieving
staffing-plans of the target-SUs, and marking the parallel time-interval as overstaffed for the critical-skill based on a net-
staffing calculation; (iv) operating agents-distribution for each parallel time-interval and for each critical-skill based on the parallel time-intervals marked as overstaffed; and (v) configuring WFM-application to: update
staffing-plans of parallel working-shift of each target-location, based on the operated agents-distribution; generate new-schedules for agents in the target-SUs based on the updated staffing plans of parallel working-shift of each target-location; and remove existing schedules of the affected-SUs of parallel working-shift.