Patent ID: 7539627
Filing Date: 2009-05-26
Classification: G06Q

Abstract:
1. A computerized method for managing a workload of a user helpdesk or a call center that varies by time of day and by day of week, the method comprising: calculating a first amount of user-initiated requests to one of a user helpdesk or a call center by at least one computer system using historical data associated with a particular time of day and a particular day of week covering an earlier section of history; calculating a second amount of user-initiated requests to the one of the user helpdesk and the call center by the least one computer system using historical data associated with the particular time of day and the particular day of week covering a later section of history; comparing the second amount by the least one computer system to a predetermined value; varying the length of the later section of history by the least one computer system to result in a second later section of history of user-initiated requests to the one of the user helpdesk and the call center in response to a result of the comparison such that the second later section of history is longer than the later section of history; and calculating a third amount of user-initiated requests to the one of the user helpdesk and the call center by the least one computer system using historical data covering the second later section of history; combining the first amount and the third amount by the least one computer system to yield a request workload forecast value; calculating a duration of request servicing times for the one of the user helpdesk and the call center by the least one computer system using historical data associated with the particular time of day and the particular day of week covering a second earlier section of history; calculating a second duration of request servicing times for the one of the user helpdesk and the call center by the least one computer system using historical data associated with the particular time of day and the particular day of week covering a third later section of history; comparing the second duration by the least one computer system to a second predetermined value; varying the length of the third later section of history by the least one computer system to result in a fourth later section of history of request servicing times for the one of the user helpdesk and the call center in response to a result of the comparison to the second predetermined value such that the fourth later section of history is longer than the third later section of history; calculating a third duration time by the least one computer system using historical data covering the fourth later section of history; combining the first duration and the third duration by the least one computer system to yield a servicing time workload forecast value; calculating an amount of resources needed for covering a resources forecast workload value based on the request workload forecast value and the servicing time workload forecast value by the least one computer system; providing an indication of the amount of resources needed to a display of the least one computer system.