| 摘要 |
A method and system for simulating activity in a contact centre includes an interface for inputting a desired activity profile for the contact centre, a statistical data feed of the actual contact centre activity level, and a comparison unit for comparing actual activity levels with desired levels. Based on this comparison, one or more associated contact generators are instructed to generate additional contacts to the contact centre to bring the actual activity into line with the desired profile. This enables a working contact centre to be brought to a desired level of activity when under the control of a trainee supervisor, providing a more realistic training environment to be achieved.
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