发明名称 |
Call center resource allocation |
摘要 |
A method for determining call center resource allocation can include modeling call center performance over an operations time period using a computer. A number of replicas of the modeled call center performance are simulated, using the computer, over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival and service process according to a probability distributions of inter-arrival time and service time. Multiple iterations of each simulation are run on the computer to optimize call center resource allocation. A particular simulation iteration is tested against a criterion of convergence, and call center resource is allocated based on the particular simulation iteration with a successful criterion of convergence. |
申请公布号 |
US8396204(B2) |
申请公布日期 |
2013.03.12 |
申请号 |
US201113267231 |
申请日期 |
2011.10.06 |
申请人 |
GUERRERO JOSE LUIS BELTRAN;ZHANG XIN;SANCHEZ IVAN ADRIAN LOPEZ;HU MING;JAIN SHAILENDRA K.;SHAN JERRY Z.;HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. |
发明人 |
GUERRERO JOSE LUIS BELTRAN;ZHANG XIN;SANCHEZ IVAN ADRIAN LOPEZ;HU MING;JAIN SHAILENDRA K.;SHAN JERRY Z. |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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