Methods for long-range contact center staff planning utilizing discrete event simulation
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United States of America Patent
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Sep 6, 2011
Grant Date -
Mar 15, 2007
app pub date -
Sep 28, 2006
filing date -
Apr 2, 2001
priority date (Note) -
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Abstract
Systems and methods for long-range simulation are provided. A representative method includes: defining at least one resource description, wherein a resource description comprises a group of resources that have similar characteristics, and wherein defining comprises specifying the characteristics, including at least one capability and at least one performance measure; defining at least one work load; and specifying at least one criteria to be satisfied by a long-range staffing plan; and calculating an effect of applying the at least one resource description to the at least one work load using discrete event based simulation, wherein the calculated effect includes at least one performance measure for the at least one work load.
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