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PREDICTION OF THRESHOLD EXCEPTIONS BASED ON REAL TIME OPERATING INFORMATION

  • US 20100274637A1
  • Filed: 04/23/2009
  • Published: 10/28/2010
  • Est. Priority Date: 04/23/2009
  • Status: Active Grant
First Claim
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1. In a contact center comprising a plurality of agents servicing work items from a plurality of work item queues, a method comprising:

  • (a) determining, by a processor, that a selected performance measure will, during a future time interval, likely cross a selected threshold;

    (b) in response, performing, by a processor, at least one of the following steps;

    (B1) determining a financial impact of crossing the selected threshold; and

    (B2) determining a set of correction actions to reduce a likelihood that the selected performance measure will cross the selected threshold.

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