Customer service request allocations based upon real-time data and forecast data
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United States of America Patent
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Feb 1, 2005
Grant Date -
Nov 20, 2003
app pub date -
Jun 17, 2003
filing date -
Aug 27, 1999
priority date (Note) -
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Abstract
A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.
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