REAL TIME ESTIMATION OF ROLLING AVERAGES OF CUMULATIVE DATA

摘要

The present invention is related to a contact center that includes:(a) a plurality of agent and work item queues 212 and 208;(b) a workflow server 312 for distributing work items to available agents; and(c) an event processor 308 operable, for a selected a base time interval foraccumulating a cumulative datum and a width of a rolling window, the width oftherolling window being at least one of (i) equal and (ii) greater than the baseinterval andbeing an integer multiple of the base interval:(i) when the rolling window partly spans a prior base interval, todetermine a rolling average for the cumulative datum over the width of therollingwindow; and(ii) when the rolling window partly spans a prior base interval, to estimatea value for the cumulative datum in the partly spanned prior base interval.