SYSTEM AND METHOD FOR GENERATING FORECASTS AND ANALYSIS OF CONTACT CENTER BEHAVIOR FOR PLANNING PURPOSES

摘要

A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.

主权项

1. A computer-implemented method of predicting the operational performance of a call center system, the method comprising:
a) enabling a user to input into a computer model through a graphical user interface a first call volume for a first time period, the first time period including a series of component time periods; b) electronically accessing a first staffing level for the first time period and a first average handle time for the first time period; c) electronically accessing a staffing level distribution for the first time period, the staffing level distribution for the first time period including a staffing level value assigned to each component time period of the series of component time periods within the first time period; and d) determining within the computer model a first operational performance value for the first time period based on the first staffing level, the first call volume, the first average handle time, and the staffing level distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system, wherein:
1) a user is enabled to input, through interactions with a graphical user interface, a first call volume for the first time period and an operational performance goal for the call center;2) using the user-inputted first call volume and the user-inputted operational performance goal to access the first staffing level; and3) enabling the user to perceive, through the graphical user interface, the operational performance goal for the call center comprising the predicted operational performance of the call center system.