Systems and methods for determining allocations for distributed multi-site contact centers
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United States of America Patent
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Jun 8, 2010
Grant Date -
N/A
app pub date -
Mar 21, 2006
filing date -
Mar 21, 2006
priority date (Note) -
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Abstract
Systems and methods for allocating resources, such as contact center agents, computer servers and recorders, among geographically distributed sites are provided. In this regard, a representative method comprises: creating a workload forecast, such as contact volume, and resource utilization, such as average interaction time, of events for a specified time frame as if the geographically distributed sites were co-located, performing discrete event-based simulation to assign or allocate the events to the resources as if the resources were co-located, and determining recommended allocations of the resources among the geographically distributed sites based on a relative distribution of events assigned to resources at each of the geographically distributed sites.
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