Patent ID: 7321657
Filing Date: 2008-01-22
Classification: G06Q,H04L,H04M

Abstract:
1. A method for dynamic allocation of agents working in a network, the method comprising: receiving network data for a first time interval, the network data including data related to calls between users of the network and a workforce comprising agents having agent-profiles associated therewith, wherein the workforce includes a first group of agents that worked during the first time interval; determining in a second time interval a desired number of agents to work during a third time interval based at least in part on the profiles of the first group of agents, the determining including fitting the network data to a predetermined parameterized function using a least square fit that minimizes the square error and taking a derivative of the predetermined parameterized function; and assigning agents from the workforce to a second group of agents that work in the network during the third time interval, wherein the number of agents in the second group of agents equals the desired number of agents.