EP 3123413 A4 20171004 - SYSTEM AND METHOD FOR PREDICTING CONTACT CENTER BEHAVIOR
Title (en)
SYSTEM AND METHOD FOR PREDICTING CONTACT CENTER BEHAVIOR
Title (de)
SYSTEM UND VERFAHREN ZUR VORHERSAGE VON KONTAKTZENTRUMSVERHALTEN
Title (fr)
SYSTÈME ET PROCÉDÉ POUR PRÉDIRE UN COMPORTEMENT DE CENTRE DE CONTACTS
Publication
Application
Priority
US 2014031685 W 20140325
Abstract (en)
[origin: WO2015147798A1] A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.
IPC 8 full level
G06Q 10/04 (2012.01); G06F 17/27 (2006.01); G06Q 10/06 (2012.01)
CPC (source: EP)
G06Q 10/04 (2013.01); G06Q 10/06375 (2013.01); G06Q 10/067 (2013.01)
Citation (search report)
- No further relevant documents disclosed
- See references of WO 2015147798A1
Designated contracting state (EPC)
AL AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HR HU IE IS IT LI LT LU LV MC MK MT NL NO PL PT RO RS SE SI SK SM TR
DOCDB simple family (publication)
WO 2015147798 A1 20151001; AU 2014388386 A1 20161006; BR 112016021995 A2 20170815; CA 2943160 A1 20151001; CA 2943160 C 20220531; EP 3123413 A1 20170201; EP 3123413 A4 20171004; EP 3629260 A2 20200401; EP 3629260 A3 20200415; JP 2017516344 A 20170615; JP 6495938 B2 20190403; ZA 201606452 B 20180530
DOCDB simple family (application)
US 2014031685 W 20140325; AU 2014388386 A 20140325; BR 112016021995 A 20140325; CA 2943160 A 20140325; EP 14887258 A 20140325; EP 19210030 A 20140325; JP 2016558661 A 20140325; ZA 201606452 A 20160919