Systems and methods in an electronic contact management system to estimate required staff levels for multi-skilled agents
US9883037B1 · kind B1 · utility
15Cited by
1References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 8, 2017 |
| Grant date | Jan 30, 2018 |
| Priority date | — |
| Expiry date | Jun 8, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods and systems in a contact center for estimating staff levels expected to meet service quality goals are described. In one embodiment, a required staff simulator controller utilizes an event-based simulator to execute staff calculations. The required staff controller reconfigures the simulator for different staff levels and repeatedly runs the simulator to test if the configured staff level is likely or not likely to meet configured service goals using selected confidence levels. The required staff controller determines and presents for each agent type a least upper bound and a greatest lower bound for required staff.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.