| 摘要 |
The present invention finds particular applicability for use with large call centers. Force managers are continuously searching for ways to increase the efficiency of their agents. In response to this need, the present invention provides a method of dynamically adjusting work force configuration, such as number of call teams, number of call agents in each call team, and identity of the agents in the call teams, to maintain a desired level of performance and efficiency, as determined by the force managers. To perform this task, an apparatus according to the present invention includes a methodology for monitoring call data, force management variables and performance data, throughout operation of the call center. In addition, the apparatus includes a method for adjusting the workforce configuration in response to the results of the monitoring.
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