Patent ID: 7949123

Claim:
A method, comprising: (a) a processor determining a plurality of time intervals for a selected period of time, wherein the selected period of time recurs cyclically; (b) the processor selecting a first time interval of the plurality of time intervals in the selected period of time; (c) the processor determining a first number of work items serviced by the contact center during a first occurrence of the first time interval in a first occurrence of the selected period of time; (d) the processor determining a second number of work items serviced by the contact center during a second occurrence of the first time interval in a second occurrence of the selected period of time; (e) the processor determining, based on the first and second numbers of work items, a projected number of work items likely to be serviced during a future occurrence of the first time interval in a future occurrence of the selected period of time; (f) the processor repeating steps (b)-(e) for a second time interval of the plurality of time intervals in the selected period of time, wherein the second time interval is different from the first time interval; and (g) based on the projected number of work items to be serviced in at least one future occurrence of the first time interval and the second time interval, the processor determining when a selected work item will be serviced.