Patent Document ID: 8359222
Application ID: 13245463
Patent Flag: 1

Claim One:
1. A computer-implemented method of predicting a staffing level for a call center system, the method comprising: electronically accessing a first staffing level for a first time period, the first time period including a series of component time periods; 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; electronically accessing component call volumes for the component time periods of the series of component time periods; electronically accessing component average handle times for the component time periods of the series of component time periods; calculating, using a computer model, an operational performance value for the call center for the first time period by: using the staffing level distribution to disaggregate the first staffing level into component staffing levels for the component time periods of the series of component time periods, for each of the component time periods, calculating a component operational performance value for the component time period based on a component staffing level for the component time period, a component average handle time for the component time period, and a component call volume for the component time period, and aggregating the component operational performance values to determine the operational performance value for the first time period; storing the calculated operational performance value in a database; storing the first staffing level in association with the calculated operational performance value in the database; after storing the first staffing level and the calculated operational performance value in the database, enabling a user to input, through interactions with a graphical user interface, a first call volume for the first time period and an operational performance goal for the call center, the operational performance goal corresponding to the calculated operational performance value; using the user-inputted first call volume and the user-inputted operational performance goal to access the first staffing level from the database; and enabling the user to perceive, through the graphical user interface, the first staffing level as corresponding to a staffing level required to achieve the operational performance goal for the call center.