Call center resource allocation
US8396204B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 6, 2011 |
| Grant date | Mar 12, 2013 |
| Priority date | — |
| Expiry date | Oct 10, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for determining call center resource allocation can include modeling call center performance over an operations time period using a computer. A number of replicas of the modeled call center performance are simulated, using the computer, over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival and service process according to a probability distributions of inter-arrival time and service time. Multiple iterations of each simulation are run on the computer to optimize call center resource allocation. A particular simulation iteration is tested against a criterion of convergence, and call center resource is allocated based on the particular simulation iteration with a successful criterion of convergence.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.