Method for predicting agent requirements in a force management system
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United States of America Patent
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Feb 9, 1993
Grant Date -
N/A
app pub date -
Oct 12, 1990
filing date -
Oct 12, 1990
priority date (Note) -
Expired
status (Latency Note)
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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.
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