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System and method for optimizing physical placement of contact center agents on a contact center floor

  • US 10,154,138 B2
  • Filed: 07/29/2016
  • Issued: 12/11/2018
  • Est. Priority Date: 07/29/2016
  • Status: Active Grant
First Claim
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1. A method comprising:

  • identifying, by a processor, one or more physical arrangements of resources in a customer contact center, the resources comprising shared equipment and assigned agent seats;

    predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center, the working environment parameters comprising proximities of agents to shared equipment;

    identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and

    outputting, by the processor, the particular physical arrangement of resources in the customer contact center,wherein the predicting the predicted performance metric for the physical arrangement of resources in the customer contact center comprises;

    retrieving, by the processor, a plurality of predictors of agent performance, each predictor corresponding to one of a plurality of agents of the customer contact center;

    predicting, by the processor, a predicted performance metric of each agent in the physical arrangement of resources based on the plurality of predictors of agent performance; and

    computing, by the processor, the predicted performance metric of the physical arrangement of resources in the customer contact center in accordance with the predicted performance metric of each agent in the physical arrangement of resources.

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