Queued task/queued resource state forecaster

Details Queued task/queued resource state forecaster Queued task/queued resource state forecaster

2006-08-22

2006-08-22

Nguyen, Quynh H. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266060, C379S266080, C379S309000, C707S793000, C707S793000, C707S793000, C707S793000, C707S793000, C718S100000, C718S102000, C718S104000, C705S007380, C705S002000, C705S014270, C705S014270

Reexamination Certificate

active

07095841

ABSTRACT:
A queued task/queued resource state forecaster employs a binomial distribution fitter to fit a composite binomial distribution to operational data of a work management system, such as a call center. The fitter obtains arrival statistics for calls and agents in the call center, determines moments for the net calls in-queue from the obtained arrival statistics, determines parameters of binomial distributions that corresponds to the moments, and fits the determined moments to a linear combination of offset binomial distributions to obtain a composite binomial distribution. The composite binomial distribution is then evaluated by a scheduler which adjusts the operation of the call center accordingly. For example, a task scheduler evaluates the distribution to obtain a probability of an additional call being enqueued by the future point in time in order to determine whether an outbound call should be launched. Or, a resource scheduler evaluates the distribution to obtain an expected number of enqueued calls at some future point in time in order to determine whether another agent should be dispatched.

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