Estimating number of agents for multiple chat channels

Details Estimating number of agents for multiple chat channels Estimating number of agents for multiple chat channels

2008-06-20

2011-11-22

Al Aubaidi, Rasha (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265090

Reexamination Certificate

active

08064589

ABSTRACT:
Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times that agents and contacts spend, respectively, composing a single chat message and an estimated average time of a chat session are used to derive an inflated handle time for any selected number of chat channels, an effective number of agents is computed for the inflated handle time, and that effective number of agents is divided by the selected number of channels.

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