Title:
コンタクトセンター挙動を予想するためのシステム及び方法
Document Type and Number:
Japanese Patent JP6495938
Kind Code:
B2
Abstract:
A system for calculating the predicted service performance of a contact center is disclosed. The system (100) comprises inputs (105), a continuous simulation engine (125) and outputs (130). The inputs (105) comprise information that is fed into the continuous simulation engine (125). The continuous simulation engine (125) comprises closed form simulation modeling. The outputs (130) are used for generating forecasts and analysis of contact processing center behavior for planning purposes over short, medium, and long-term planning horizons. A process for model creation is operative in the continuous simulation engine (125). The process for model creation includes: defining and classifying a contact or interaction type from the historical Automatic Call Distribution data; determining which of the contact or interaction types are to be used; defining types of staff for planning purposes, wherein the defining is performed automatically; identifying routing behavior; building a model for each contact or interaction type; and validating the model through a mathematical process. A process for prediction is operative in the continuous simulation engine (125). The process for prediction includes using the validated model to predict the behavior of the contact center for each contact or interaction type.
Inventors:
Andy Rafael, Gou
Wickaxon, Bayu horse mackerel
Wickaxon, Bayu horse mackerel
Application Number:
JP2016558661A
Publication Date:
April 03, 2019
Filing Date:
March 25, 2014
Export Citation:
Assignee:
Interactive Intelligence Incorporated
International Classes:
H04M3/523; G06Q50/10
Domestic Patent References:
| JP2010041104A |
Foreign References:
| US20020184069 | ||||
| US7761742 | ||||
| US7941745 | ||||
| US20110289078 | ||||
| US7415385 |
Attorney, Agent or Firm:
Chikako Mori
Yuichi Minagawa
Yuichi Minagawa