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Call center resource allocation

  • US 8,396,204 B2
  • Filed: 10/06/2011
  • Issued: 03/12/2013
  • Est. Priority Date: 10/09/2010
  • Status: Active Grant
First Claim
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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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