Contact center load forecasting
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United States of America Patent
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Dec 5, 2017
Issued Date -
N/A
app pub date -
Dec 3, 2015
filing date -
Dec 3, 2015
priority date (Note) -
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Abstract
An example method of generating contact totals based on customer communication patterns in different time zones may include obtaining information indicative of geographic locations for customers of a contact center. The obtained information may be analyzed to determine locations for the customers based on the information indicative of geographic locations. The time zone behaviors for each of the determined locations of the customers may be determined. The method may include accumulating numbers of the customers contacting the contact center for a sampled time period. Contact totals may be generated based on the accumulated numbers. The accumulated numbers may be stored along with the corresponding time zone behaviors for the determined locations of the customers.
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