Patent ID: 8687795
Filing Date: 2014-04-01
Classification: G06Q,H04M

Abstract:
1. A computer-implemented method of predicting the operational performance of a call center system, the method comprising: electronically accessing a first staffing level for a first time period, the first time period including a series of component time periods; electronically accessing a staffing level distribution for the first time period, the staffing level distribution for the first time period including a staffing level value assigned to each component time period of the series of component time periods within the first time period; electronically accessing component call volumes for the component time periods of the series of component time periods; electronically accessing component average handle times for the component time periods of the series of component time periods; calculating, using a computer model, an operational performance value for the call center for the first time period by: storing the calculated operational performance value in a database; storing the first staffing level in association with the calculated operational performance value in the database; after storing the first staffing level and the calculated operational performance value in the database, enabling a user to input, through interactions with a graphical user interface, a first call volume for the first time period and an operational performance goal for the call center, the operational performance goal corresponding to the calculated operational performance value; using the user-inputted first call volume and the user-inputted operational performance goal to access the first staffing level from the database; and enabling the user to perceive, through the graphical user interface, the operational performance goal for the call center comprising the predicted operational performance of the call center system.