Systems and methods for determining allocations for distributed multi-site contact centers
US7734783B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 21, 2006 |
| Grant date | Jun 8, 2010 |
| Priority date | — |
| Expiry date | Jan 31, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Systems and methods for allocating resources, such as contact center agents, computer servers and recorders, among geographically distributed sites are provided. In this regard, a representative method comprises: creating a workload forecast, such as contact volume, and resource utilization, such as average interaction time, of events for a specified time frame as if the geographically distributed sites were co-located, performing discrete event-based simulation to assign or allocate the events to the resources as if the resources were co-located, and determining recommended allocations of the resources among the geographically distributed sites based on a relative distribution of events assigned to resources at each of the geographically distributed sites.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.