Claims
- 1. A method of predicting expected performance of a processing center system comprising:
receiving performance information from a performance monitoring system associated with the processing center system; developing a computer model of the processing center system based on the performance information; generating predictions based on the computer model; and analyzing the predictions to generate performance scenarios for the processing center system.
- 2. The method of claim 1 further comprising updating the computer model at predetermined intervals with at least one of behavior distributions, resource distributions, process demand forecasts, and process parameters.
- 3. The method of claim 1 wherein analyzing the predictions further comprises interactively analyzing the predictions to develop at least one of resource plans, process analysis, tradeoff analysis, trend analysis, multiple scenario analysis, sensitivity analysis, forecast accuracy analysis, financial plans, and reports.
- 4. The method of claim 1 wherein analyzing the predictions further comprises iteratively analyzing the predictions to develop at least one of resource plans, process analysis, tradeoff analysis, trend analysis, multiple scenario analysis, sensitivity analysis, forecast accuracy analysis, financial plans, and reports.
- 5. The method of claim 1 further comprising:
modifying the computer model; generating new predictions based on the modified computer model; analyzing the new predictions to generate new performance scenarios; and performing comparisons among the new performance scenarios.
- 6. The method of claim 1 further comprising generating a graphical analysis of at least one of the predictions and the performance scenarios.
- 7. The method of claim 1 further comprising using the predictions to generate multiple performance scenarios and executing comparisons among the multiple performance scenarios to evaluate alternative resource levels and process parameters.
- 8. The method of claim 1 further comprising generating a report describing the performance scenarios for electronic distribution.
- 9. The method of claim 1 further comprising generating a report describing the performance scenarios for web publication.
- 10. The method of claim 1 further comprising using the predictions to allocate resources over a predetermined time period.
- 11. The method of claim 10 wherein the predetermined time period includes one of minutes, hours, days, weeks, months and years.
- 12. The method of claim 1 wherein receiving performance information further comprises processing the performance information to estimate an expected distribution of resources by time period.
- 13. The method of claim 1 wherein receiving performance information further comprises processing the performance information to estimate an expected process demand by time period.
- 14. The method of claim 1 wherein receiving performance information further comprises processing the performance information to estimate expected behavior distributions.
- 15. The method of claim 1 further comprising predicting process performance metrics of the processing center system and using the process performance metrics to perform one of resource planning and process analysis.
- 16. The method of claim 15 wherein the process performance metrics include one of process quality, revenue, cost, and profit.
- 17. The method of claim 1 further comprising predicting process performance metrics of the processing center system and using the process performance metrics to generate employee schedules.
- 18. The method of claim 1 further comprising processing the predictions using a process to generate an optimal resource plan.
- 19. The method of claim 18 wherein the process is a mathematical optimization process.
- 20. The method of claim 18 wherein the process is a heuristic process.
- 21. The method of claim 18 wherein the process is an algorithmic process.
- 22. A method of predicting expected performance metrics of a contact center system comprising:
receiving performance history information from a performance monitoring system associated with the contact center system; developing a computer model of the contact center system based on the performance history information; and generating multiple predictions based on the computer model; analyzing the multiple predictions to generate performance scenarios for the contact center system.
- 23. The method of claim 22 wherein analyzing the multiple predictions further comprises analyzing the multiple predictions over a predetermined planning horizon.
- 24. The method of claim 22 further comprising:
modifying the computer model; generating new predictions based on the modified computer model; analyzing the new predictions to generate new performance scenarios; and performing comparisons among the new performance scenarios.
- 25. The method of claim 22 further comprising generating a graphical analysis of at least one of the predictions and the performance scenarios.
- 26. The method of claim 22 further comprising using the predictions to generate multiple performance scenarios and executing comparisons among the multiple performance scenarios to evaluate alternative resource levels and process parameters.
- 27. The method of claim 22 wherein receiving performance history information further comprises processing the performance history information to estimate an expected distribution of resources by time period.
- 28. The method of claim 22 wherein receiving performance history information further comprises processing the performance history information to estimate an expected process demand by time period.
- 29. The method of claim 22 wherein receiving performance history information further comprises processing the performance history information to estimate expected behavior distributions.
- 30. The method of claim 22 further comprising predicting process performance metrics of the processing center system and using the process performance metrics to perform one of resource planning and process analysis.
- 31. The method of claim 30 wherein the process performance metrics include one of process quality, revenue, cost, and profit.
- 32. The method of claim 22 further comprising predicting process performance metrics of the processing center system and using the process performance metrics to generate employee schedules.
- 33. The method of claim 22 further comprising processing the predictions using a process to generate an optimal resource plan.
- 34. The method of claim 33 wherein the process is a mathematical optimization process.
- 35. The method of claim 33 wherein the process is a heuristic process.
- 36. The method of claim 33 wherein the process is an algorithmic process.
- 37. A method employing simulation modeling for producing resource and performance plans for a processing operation comprising:
receiving performance information from a performance monitoring system associated with the processing operation; developing a computer model of the processing operation based on the performance information; using the computer model to generate expected performance metrics of the processing operation over a predetermined range of inputs; storing the expected performance metrics and the range of inputs in a performance database; and accessing the performance database and analyzing the expected performance metrics for producing the resource and performance plans.
- 38. A system to predict expected performance of a contact center comprising:
a performance monitoring system associated with the contact center system and operable to generate performance information; a processor configured to:
develop a computer model of the contact center system based on the performance information; generate predictions based on the computer model; and analyze the predictions to generate performance scenarios for the processing center system.
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application claims priority to U.S. Provisional Application No. 60/291,325, filed May 17, 2001, and titled CALL CENTER RESOURCE ANALYSIS SYSTEM, which is hereby incorporated by reference in its entirety for all purposes.
Provisional Applications (1)
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Number |
Date |
Country |
|
60291325 |
May 2001 |
US |