System and method for generating forecasts and analysis of contact center behavior for planning purposes
First Claim
1. A computer-implemented method of predicting the operational performance of a call center system utilizing a planning and analysis system coupled to a processing center system, wherein said processing center system comprises at least an interactive voice response computer, an automatic call distributor, a workforce management system, a customer information system, and human resources database, the method comprising:
- a) accepting user input into a model of the call center system, through a graphical user interface, wherein said input comprises a first call volume for a first time period, the first time period including a series of component time periods;
b) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, a first staffing level for the first time period and a first average handle time for the first time period;
c) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, a staffing level distribution for the first time period, the staffing level distribution for the first time period including a staffing level value assigned to each component time period of the series of component time periods within the first time period; and
d) determining, by the planning and analysis system, within the 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 the staffing level distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system, wherein;
1) accepting user input, by the planning and analysis system, wherein said user input comprises a first call volume for the first time period and an operational performance goal for the call center;
2) using, by the planning and analysis system, the user-inputted first call volume and the user-inputted operational performance goal to access, from a database containing outputs from a model of the call center, the first staffing level; and
3) producing the operational performance goal for the call center comprising the predicted operational performance of the call center system.
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Abstract
A method of predicting expected performance of a processing center system is accessed. 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
53 Claims
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1. A computer-implemented method of predicting the operational performance of a call center system utilizing a planning and analysis system coupled to a processing center system, wherein said processing center system comprises at least an interactive voice response computer, an automatic call distributor, a workforce management system, a customer information system, and human resources database, the method comprising:
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a) accepting user input into a model of the call center system, through a graphical user interface, wherein said input comprises a first call volume for a first time period, the first time period including a series of component time periods; b) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, a first staffing level for the first time period and a first average handle time for the first time period; c) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, a staffing level distribution for the first time period, the staffing level distribution for the first time period including a staffing level value assigned to each component time period of the series of component time periods within the first time period; and d) determining, by the planning and analysis system, within the 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 the staffing level distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system, wherein; 1) accepting user input, by the planning and analysis system, wherein said user input comprises a first call volume for the first time period and an operational performance goal for the call center; 2) using, by the planning and analysis system, the user-inputted first call volume and the user-inputted operational performance goal to access, from a database containing outputs from a model of the call center, the first staffing level; and 3) producing the operational performance goal for the call center comprising the predicted operational performance of the call center system. - 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)
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32. A computer-implemented method of predicting the operational performance of a call center system utilizing a planning and analysis system coupled to a processing center system, wherein said processing center system comprises at least an interactive voice response computer, an automatic call distributor, a workforce management system, a customer information system, and human resources database, the method comprising:
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a) accepting user input into a model of the call center system, through a graphical user interface, wherein said input comprises a first call volume for a first time period, the first time period including a series of component time periods; b) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, a first staffing level for the first time period and a first average handle time for the first time period; c) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, an average handle time distribution for the first time period, the average handle time distribution for the first time period including an average handle time value assigned to each component time period of the series of component time periods within the first time period; and d) determining, by the planning and analysis system, within the 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 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; 1) accepting user input, by the planning and analysis system, wherein said user input comprises a first call volume for the first time period and an operational performance goal for the call center; 2) using, by the planning and analysis system, the user-inputted first call volume and the user-inputted operational performance goal to access, from a database containing outputs from a model of the call center, the first staffing level; and 3) producing the operational performance goal for the call center comprising the predicted operational performance of the call center system. - View Dependent Claims (33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53)
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Specification