| 主权项 |
1. A method for dynamic allocation of a workforce of agents working in a network, comprising:
determining a parameterized function that uses a least square fit algorithm to minimize a square error; receiving, at a tangible networked computer, network workforce data for a first group of the agents that work during a first time interval, the network workforce data including data related to calls between users of the network and the workforce of agents, the agents of the workforce having agent-profiles associated therewith, each agent-profile including average work time per call for the agent in the agent-profile and an error rate specific to the agent in the agent-profile; fitting, at the tangible networked computer, the network workforce data for the first group of agents to the determined parameterized function by applying the least square fit algorithm to the network workforce data; taking, at the tangible networked computer in a second time interval, a derivative of the determined parameterized function to determine a number of agents to work during a third time interval; and assigning, at the tangible networked computer, the determined number of agents from the workforce to a second group of agents to work during the third time interval based on the agent-profiles, including average work time per call and error rate, of the first group of agents and the derivative of the determined parameterized function. |
