Method for predicting agent requirements in a force management s

Details Method for predicting agent requirements in a force management s Method for predicting agent requirements in a force management s

1990-10-12

1993-02-09

Schreyer, Stafford D.

Telephonic communications

Diagnostic testing, malfunction indication, or electrical...

Testing of subscriber loop or terminal

379113, 379134, 379139, 379140, H04M 172, H04M 336, H04M 350

Patent

active

051857804

ABSTRACT:
A method for predicting a number of agents required to provide a given service level in a force management system is described. The force management system has the capability to generate call handling performance data including average call arrival rate and average handling time per call. From this data, the method calculates an offered load "a" equal to the average arrival rate of calls for the system times the average handling time per call. Using the calculated offered load, the method calculates two predictor values and then uses these values in successive Erlang C calculations to locate the desired number of agents required to provide a given service level.

REFERENCES:
patent: 4510351 (1985-04-01), Costello et al.
InfoWorld, vol. 9, No. 42, 19 Oct. 1987, Software Review Craig Management, "Schedule Maker" p. 71.
PC Week, vol. 4, No. 2, 12 Jan. 1988, DeJean David, "Who Works When: Schedule Program Juggles Work-Shift Variables", pp. 80-81.
InfoWorld, vol. 10, No. 11, 14 Mar. 1988, Price Sally, "Who Works When: Short Looks", p. 48.
PC Magazine, vol. 8, No. 9, 16 May 1989, "Working Hours: $99.95 Staff Scheduler with Smarts Covers Your Tas," Hunt, Brooks, p. 54.
JP 03-102,496 (Nakada, et al) 26 Apr. 1991.

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