System and method for generating forecasts and analysis of contact center behavior for planning purposes
First Claim
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1. A method of predicting the operational performance of a call center system, the method comprising:
- enabling a user to input into a computer model a first call volume for a first time period, the first time period including a series of component time periods;
enabling an entity to input into the computer model a first staffing level for the first time period and a first average handle time for the first time period;
providing a staffing level distribution for the first time period and an average handle time distribution for the first time period, the staffing level distribution or average handle time distribution for the first time period including a staffing level value or an average handle time value associated with each component time period of the series of component time periods within the first time period; and
determining within the computer model a first operational performance value for the first time period based on the first staffing level, the first call volume, the first average handle time, and at least one of the staffing level distribution for the first time period and the average handle time distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system;
wherein determining the first operational performance value for the first time period includes;
providing a call volume distribution for the first time period;
determining a second call volume for each component time period within the first time period based on the inputted first call volume and the provided call volume distribution for the first time period;
determining a second staffing level for each component time period within the first time period based on the inputted first staffing level and the provided staffing level distribution for the first time period;
determining a second average handle time for each component time period within the first time period based on the inputted first average handle time and the provided average handle time distribution for the first time period;
determining a second operational performance value for each component time period within the first time period based on the second staffing levels, second call volumes, and second average handle times; and
determining the first operational performance value based on the second operational performance values.
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Abstract
A method of predicting expected performance of a processing center system is provided. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.
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Citations
60 Claims
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1. A method of predicting the operational performance of a call center system, the method comprising:
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enabling a user to input into a computer model a first call volume for a first time period, the first time period including a series of component time periods; enabling an entity to input into the computer model a first staffing level for the first time period and a first average handle time for the first time period; providing a staffing level distribution for the first time period and an average handle time distribution for the first time period, the staffing level distribution or average handle time distribution for the first time period including a staffing level value or an average handle time value associated with each component time period of the series of component time periods within the first time period; and determining within the computer model a first operational performance value for the first time period based on the first staffing level, the first call volume, the first average handle time, and at least one of the staffing level distribution for the first time period and the average handle time distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system; wherein determining the first operational performance value for the first time period includes; providing a call volume distribution for the first time period; determining a second call volume for each component time period within the first time period based on the inputted first call volume and the provided call volume distribution for the first time period; determining a second staffing level for each component time period within the first time period based on the inputted first staffing level and the provided staffing level distribution for the first time period; determining a second average handle time for each component time period within the first time period based on the inputted first average handle time and the provided average handle time distribution for the first time period; determining a second operational performance value for each component time period within the first time period based on the second staffing levels, second call volumes, and second average handle times; and determining the first operational performance value based on the second operational performance values. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45)
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46. A method of predicting performance of a call center system, the method comprising:
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determining a range of staffing levels for a first time period; determining a range of average handle times for the first time period; determining a range of call volumes for the first time period based on a distribution of call volumes over time; determining a call center performance output for every combination of staffing level, average handle time, and call volume for all staffing levels within the determined staffing level range, for all average handle times within the determined average handle time range, and for all call volumes within the determined call volume range; storing the determined call center performance outputs in a data store; and enabling a user to dynamically run call center performance planning scenarios by accessing the call center performance outputs from the data stores; wherein determining the call center performance output for every combination includes determining a call center performance output for a first staffing level for the first time period, a first average handle time for the first time period, and a first call volume for the first time period by; providing a call volume distribution for the first time period, a staffing level distribution for the first time period, and an average handle time distribution for the first time period, the first time period including a series of component time periods; determining a second call volume for each component time period within the first time period based on the first call volume and the provided call volume distribution for the first time period; determining a second staffing level for each component time period within the first time period based on the first staffing level and the provided staffing level distribution for the first time period; determining a second average handle time for each component time period within the first time period based on the first average handle time and the provided average handle time distribution for the first time period; determining a second operational performance value for each component time period within the first time period based on the second staffing levels, second call volumes, and second average handle times; and determining the call center performance output for the first staffing level, the first average handle time, and the first call volume based on the second operational performance values. - View Dependent Claims (47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58)
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59. A method of predicting the operational performance of a call center system, the method comprising:
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providing a graphical user interface that includes a call volume field, a staffing level field, and an operational performance value field; enabling a user to input a first call volume for the first time period into the call volume field, the first time period including a series of component time periods; providing a staffing level distribution for the first time period and an average handle time distribution for the first time period, the staffing level distribution or average handle time distribution for the first time period including a staffing level value or an average handle time value associated with each component time period of the series of component time periods within the first time period; receiving data associated with the first time period representing a first staffing level and a first average handle time; if the user inputs the first call volume for the first time period into the call volume field, determining an operational performance value for the first time period based on the first call volume, the first staffing level, the first average handle time, and at least one of the staffing level distribution and the average handle time distribution for the first time period, and visually displaying the determined operational performance value in the operational performance value field of the graphical user interface; wherein determining the operational performance value for the first time period includes; providing a call volume distribution for the first time period; determining a second call volume for each component time period within the first time period based on the inputted first call volume and the provided call volume distribution for the first time period; determining a second staffing level for each component time period within the first time period based on the first staffing level and the provided staffing level distribution for the first time period; determining a second average handle time for each component time period within the first time period based on the first average handle time and the provided average handle time distribution for the first time period; determining a second operational performance value for each component time period within the first time period based on the second staffing levels, second call volumes, and second average handle times; and determining the first operational performance value based on the second operational performance values. - View Dependent Claims (60)
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Specification