CALL CENTER RESOURCE ALLOCATION
First Claim
1. A method for determining call center resource allocation, comprising:
- modeling call center performance over an operations time period using a computer;
simulating, using the computer, a number of replicas of the modeled call center performance over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival and service process according to probability distributions of inter-arrival time and service time;
running, on the computer, multiple iterations of each simulation to optimize call center resource allocation;
testing a particular simulation iteration against a criterion of convergence; and
allocating call center resource based on the particular simulation iteration with a successful criterion of convergence.
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Accused Products
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.
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Citations
15 Claims
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1. A method for determining call center resource allocation, comprising:
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modeling call center performance over an operations time period using a computer; simulating, using the computer, a number of replicas of the modeled call center performance over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival and service process according to probability distributions of inter-arrival time and service time; running, on the computer, multiple iterations of each simulation to optimize call center resource allocation; testing a particular simulation iteration against a criterion of convergence; and allocating call center resource based on the particular simulation iteration with a successful criterion of convergence. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A non-transitory computer-readable medium having computer-readable instructions stored thereon that, if executed by one or more processors, cause the one or more processors to:
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model call center performance over an operations time period, call center performance including; staffing of multiple skill pools with servers, some servers having skills corresponding to more than one of the multiple skill pools, and contact assignment from the queue to a particular server associated with one of multiple skill pools; simulate a number of replicas of the modeled call center performance over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival process according to a Poisson probability distribution; run on the computer multiple iterations of each simulation to optimize call center resource allocation; test a particular simulation iteration against a criterion of convergence; and allocate call center resource based on the particular simulation iteration with a successful criterion of convergence. - View Dependent Claims (13, 14)
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15. A system for assigning support in a customer support system comprising:
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logic to model call center performance over an operations time period, call center performance including;
contact arrivals, contact classification corresponding to at least one of multiple skill pools, queuing order, queuing time, contact routing to a queue associated with one of multiple skill pools based on contact classification, staffing of the multiple skill pools with servers, contact assignment from the queue to a particular server associated with one of multiple skill pools, contact service time, and abandoned contacts;logic to simulate a number of replicas of the modeled call center performance over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival process according to a Poisson probability distribution; logic to run on the computer multiple iterations of each simulation to optimize call center resource allocation; logic to test a particular simulation iteration against a criterion of convergence; and logic to allocate call center resource based on the particular simulation iteration with a successful criterion of convergence.
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Specification