Customer service request allocations based upon real-time data and forecast data
First Claim
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1. A method of allocating customer service requests, the method including:
- calculating estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources;
forecasting a customer service transaction workload for the estimated handling resources for each of the plurality of transaction processing systems; and
determining customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and the forecasted customer service transaction workload.
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Abstract
A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.
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Citations
18 Claims
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1. A method of allocating customer service requests, the method including:
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calculating estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources;
forecasting a customer service transaction workload for the estimated handling resources for each of the plurality of transaction processing systems; and
determining customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and the forecasted customer service transaction workload. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A method including:
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determining a relationship between actual handling resources associated with each of a plurality of transaction processing systems and scheduled handling resources for each of the plurality of transaction processing systems at a first time instance; and
calculating estimated handling resources for each of the plurality of transaction processing systems at a second time instance based upon the relationship and scheduled handling resources for each of the plurality of transaction processing systems at the second time instance. - View Dependent Claims (15, 16)
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17. A system for allocating customer service requests, the system including:
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a wide area network (WAN);
a plurality of call centers coupled to the WAN, each of the plurality of call centers comprising a transaction processing system; and
an allocation controller coupled to the WAN, the allocation controller configured to calculate estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources, to forecast a customer service transaction workload for the estimated handling resources for each of the plurality of transaction processing systems, and to determine customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and forecasted customer service transaction workload.
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18. A machine-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to:
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calculate estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources;
forecast a customer service transaction workload for the estimated handling resources for each of the plurality of transaction processing systems; and
determine customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and forecasted customer service transaction workload.
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Specification