Method for forecasting and managing multimedia contacts

US7383199B2 · kind B2 · utility

Assignee

• IEX Group, Inc. · US

Inventors

• John David Sarlay · Dallas, US
• Paul Harold Leamon · McKinney, US
• Meghan Herbert · Dallas, US

Key dates

• Filing date: Jul 31, 2006
• Grant date: Jun 3, 2008
• Expiry date: Jan 3, 2027

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0202
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.