Patent ID: 8150022
Filing Date: 2012-04-03
Classification: H04M

Abstract:
1. A method comprising: obtaining call completion data for each agent of a plurality of agents, wherein the obtaining is performed by an information handling system (IHS); calculating a historical average for each agent using the call completion data, wherein the historical average calculating is performed by the IHS; and calculating an average capability of each agent using the historical average, wherein the average capability calculating is performed by the IHS; determining an expected variance, wherein the expected variance includes a historical average of agent schedule non-compliance during a similar time interval, wherein the determining is performed by the IHS; using the expected variance to determine an expected capability of the plurality of agents, wherein the expected variance using is performed by the IHS; tracking schedule compliance, wherein the tracking is performed by the INS; obtaining schedule compliance information, wherein the obtaining is performed by the IHS; and using the schedule compliance information to determine the historical average of agent schedule non-compliance, wherein the schedule compliance using is performed by the IHS.