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Method and system for prediction of contact allocation, staff time distribution, and service performance metrics in a multi-skilled contact center operation environment
Method and system for prediction of contact allocation, staff time distribution, and service performance metrics in a multi-skilled contact center operation environment
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机译:在多技能联络中心运营环境中预测联系人分配,人员时间分配和服务绩效指标的方法和系统
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摘要
A method and system for prediction in a telecommunications network are described. Particularly, contact allocation, staff time distribution, and other performance metrics may be determined in a contact center operation environment comprising multiple media types and/or multiple agent skill sets for handling contact types. In an embodiment, models simulating queue behavior are built. Staff count may be altered in order to determine staffing allocations and performance scenarios using the models. Long term and short term predictions may be used to configure the telecommunication network and route communications through the telecommunications network.
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