SYSTEM AND METHOD FOR PROVIDING DAILY AND LONG-TERM CONTACT, ALLOCATION AND FULL-TIME EQUIVALENT STAFF FORECASTING

摘要

A system for, and method of, providing daily and long-term contact, allocation and full-time equivalent staff forecasting. In one embodiment, the system includes: (1) a first module configured to generate a forecast of overall volume based on contacts disaggregated by type, (2) a second module associated with the first module and configured to simulate an allocation of contacts to skill groups and (3) a third module associated with the first and second modules and configured to generate a full-time equivalent staff forecast based on service time, staffing efficiency, unpaid time and the forecast of overall volume.