Patent ID: 9178997
Filing Date: 2015-11-03
Classification: H04M

Abstract:
1. A method for call center simulation, the call center having a main queue associated therewith, the method comprising: receiving a plurality of input parameters relating to call center operations, wherein the call center operations include processing on-hold calls in the main queue and processing a plurality of call back requests in a virtual queue disposed in a virtual queuing system external to the call center; generating a call arrival dataset based at least on the plurality of input parameters, the call arrival dataset representing plurality of customer calls across a time sequence; simulating call center operations for managing the call arrival dataset across the time sequence, including placing a portion of the call arrival dataset into the virtual queue external to the call center; simulating a metering of the call arrival dataset in the virtual queue for a metered wait time based at least on a queuing factor, wherein the metered wait time may be different from an on-hold wait time of the main queue; and generating a simulation output indicating the call center operations applicable to the call arrival dataset processed via the main queue and the virtual queue.