Patent Document ID: 20120014519
Application ID: 13244099
Patent Flag: 0

Claim One:
1. A computer-implemented method of predicting the operational performance of a call center system, the method comprising: enabling a user to input into a computer model through a graphical user interface a first call volume for a first time period, the first time period including a series of component time periods; electronically accessing a first staffing level for the first time period and a first average handle time for the first time period; 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; and determining within the computer model a first operational performance value for the first time period based on the first staffing level, the first call volume, the first average handle time, and the staffing level distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system.