Apparatus And Method For Call Center Service Level Prediction And Action

摘要

An apparatus, method and non-transitory computer readable medium for predicting a service level of a call center are disclosed. The method performs operations for predicting a service level of a call center. The operations include collecting call data, agent topic skill data, agent skill level data, agent schedule data and agent attrition rate data, building a discrete event simulation model based on the call data, the agent topic skill data, the agent skill level data, the agent schedule data and the agent attrition rate data, predicting the service level of the call center at a future time based on the discrete event simulation model and recommending a number of agents and a skill mix of agents for each queue in the call center at the future time based on the service level that is predicted based on the discrete event simulation model to achieve a call center service objective.

主权项

1. An application server for predicting a service level of a call center, comprising:
a processor; and a non-transitory computer-readable medium storing a plurality of instructions, which when executed by the processor, cause the processor to perform operations, the operations comprising:
collecting call data, agent topic skill data, agent skill level data, agent schedule data and agent attrition rate data;building a discrete event simulation model based on the call data, the agent topic skill data, the agent skill level data, the agent schedule data, the agent attrition rate data and an overhead of each agent of the call center, wherein the overhead comprises a percentage of an idle time between consecutive calls;executing the discrete event simulation model to predict the service level of the call center at a future time, wherein the service level that is predicted comprises a prediction of the service level for each one of a plurality of different topic queues;generating a graph that displays a call volume per topic queue of the plurality of different topic queues that is predicted; andtransmitting a recommendation to the call center, wherein the recommendation comprises a number of agents and a skill mix of agents for each queue in the call center at the future time based on the service level that is predicted based on the graph generated by the discrete event simulation model to achieve a call center service objective.