Patent ID: 8411838

Claim:
A method of predicting future call volume in a contact center, the method comprising steps of: storing, using a computing device, past record data regarding the call volume by collecting from an exchanger; classifying, using the computing device, the past record data for a predetermined term in the past in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day; obtaining, using the computing device, a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week; calculating, using the computing device, the call volume in a term that is specified by a user based upon the multiple regression equation; accepting, using the computing device, from a user an input of a rate of increase of the call volume and a rate of decrease in effect thereof on the call volume, the rate of increase and the rate of decrease associated with a date of at least one event that causes an increase or a decrease in the call volume, wherein a combination of a plurality of events overlapping on the same date is accepted as a single event; and adjusting, using the computing device, the call volume that is calculated, based upon the rate of increase and the rate of decrease thus accepted.