PERSONNEL ASSIGNMENT SUPPORT DEVICE, PERSONNEL ASSIGNMENT SUPPORT PROGRAM, AND PERSONNEL ASSIGNMENT SUPPORT METHOD

摘要

PPROBLEM TO BE SOLVED: To optimize assignment of staff who answers a call and message data. PSOLUTION: A tentative number of agents for a time zone X is acquired. The number of call interrupts during mail response of an agent in the time zone X is calculated on the basis of the number of agents for the time zone X. The time required for the agent to respond to e-mail is calculated on the basis of the number of call interrupts in the time zone X. The number of re-calls made by a customer in addition to the e-mail in the time zone X is calculated, on the basis of the mail response time and a parameter for determining waiting time of the customer until giving up reply mail from the agent. The number of re-calls made by a customer who gives up a reply from an agent after a mail inquiry in the time zone X can be calculated. PCOPYRIGHT: (C)2011,JPO&INPIT