Contact center performance prediction

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United States of America Patent

PATENT NO 8811597
SERIAL NO

11536456

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Abstract

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A contact center is provided that includes a plurality of agents for servicing incoming contacts and an a performance analysis module that compares a proposed contact center configuration and/or change in secondary contact center performance parameter against a set of contact center templates, the contact center templates defining a historical contact center configuration as of respective points in time and, based on the results of this operation, predicts an impact on a primary contact center performance parameter if the proposed contact center configuration and/or change in secondary performance parameter were to be implemented.

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Patent Owner(s)

  • AVAYA INC.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Hackbarth, Kenneth R Westminster, US 4 414
Jenson, Murray Lakewood, US 3 181
Kiefhaber, Sarah H Longmont, US 7 672
Kohler, Joylee Northglenn, US 31 1473
Swartz, Douglas W Lakewood, US 25 1139

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