Planning for telephone call center depending on the skills.

摘要

This invention relates to a method for planning personnel (p. Example, agents) in a work environment based on levels of "skills" staff. The procedure facilitates real planning based on agent skills on a telephone call center, using a simulation tool to predict what fraction of scheduled each "group skills" agents will be available for each "type of call" for each time interval is planned. a feedback mechanism is used to adjust the network staff and skills usage data between iterations of a simulation call management until a given planning under test by the simulator meets certain acceptance criteria.