Patent ID: 7734783

Claim:
A method for allocating contact center resources among geographically distributed sites, comprising: in an allocation system, creating a workload forecast of events for a specified time frame, wherein, in creating the workload forecast, the allocation system assumes that the geographically distributed sites are co-located; in the allocation system, performing a discrete event-based simulation utilizing virtual contact centers to allocate the events to the contact center resources, wherein, in performing the discrete event-based simulation, the allocation system assumes that the contact center resources are co-located; in the allocation system, analyzing results of the discrete event-based simulation to determine a relative distribution of the events allocated to the contact center resources at each of the geographically distributed sites; in the allocation system, creating at least one distributed campaign, wherein each distributed campaign includes at least two sub-centers geographically dispersed from a contact center, and wherein each sub-center includes at least one of the contact center resources; in the allocation system, creating at least one distributed queue for each distributed campaign, wherein each distributed queue comprises at least a portion of the events as an input stream to the contact center; and in the allocation system, determining recommended allocations of the contact center resources among the geographically distributed sites based on the relative distribution of the events allocated to contact center resources at each of the geographically distributed sites.