Method for forecasting and managing multimedia contacts

Details Method for forecasting and managing multimedia contacts Method for forecasting and managing multimedia contacts

2008-06-02

2011-11-01

Loftis, Johnna (Department: 3624)

Data processing: financial, business practice, management, or co

Automated electrical financial or business practice or...

Operations research or analysis

C705S007160, C705S007250

Reexamination Certificate

active

08050955

ABSTRACT:
Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

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Leamon, Paul H. Workforce Management with skills-based call routing: The new challenge. Mar. 1999.

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