| 摘要 |
<p>The customer care resource prediction system divides each customer interaction scenario into a plurality of separate work tasks that are tracked by agent, group, line of business, company, or various other dimensions. Past measurements of the time an individual agent has spent on the subtasks of a customer interaction as a reference are used in calculating the future times that this agent will spend on the same subtasks of a customer interaction. These estimations can be modulated for various customer contact specific factors, such as media type, customer characteristics, and the like. Dynamic projections can be supported to provide an agent specific prediction of availability.</p> |
