System and method for forecasting workload and resource requirements in a call center/help desk
US7539627B2 · kind B2 · utility
29Cited by
17References
20Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Sep 26, 2002 |
| Grant date | May 26, 2009 |
| Priority date | — |
| Expiry date | Nov 25, 2025 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/06315
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Computerized systems and methods for managing a workload varying in time applicable to a help desk. A future workload is forecast from historical workload data. A first analysis result is built on an earlier section of historical data, and a second analysis result is built with more recent historical data. The two results are combined to yield a workload forecast. Further, the resources needed for covering a forecast workload value are calculated automatically by equating generic expressions for the resources demanded for servicing the forecast workload and the resources offered for handling the workload.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.