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公开(公告)号：US20150281448A1
公开(公告)日：2015-10-01
申请号：US14224409
申请日：2014-03-25
发明人： Hendy E. Putra , Bayu Aji Wicaksono
CPC分类号： H04M3/5175 , G06Q10/0633 , G06Q10/06393 , G06Q10/067 , H04M2203/551 , H04M2203/556
摘要： A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.
摘要翻译： 提出了一种用于预测联络中心行为的系统和方法。 在一个实施例中，封闭形式的模拟建模可用于模拟来自输入分布的行为。 可以通过历史自动呼叫分配数据的分段和分析来创建模型。 可以预测服务级别，平均答案速度，放弃率和其他数据可以产生联络中心行为的预测和分析。 行为的例子可能包括员工水平，工作量以及服务水平百分比，平均答案速度和放弃率百分比等指标的关键绩效指标。
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公开(公告)号：US10298756B2
公开(公告)日：2019-05-21
申请号：US14224409
申请日：2014-03-25
摘要： A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.
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