Interactive Intelligence Group, Inc.

Amit Garg

Bayu Aji Wicaksono

Wei Xun Ter

A method and system for prediction in a telecommunications network are described. Particularly, contact allocation, staff time distribution, and other performance metrics may be determined in a contact center operation environment comprising multiple media types and/or multiple agent skill sets for handling contact types. In an embodiment, models simulating queue behavior are built. Staff count may be altered in order to determine staffing allocations and performance scenarios using the models. Long term and short term predictions may be used to configure the telecommunication network and route communications through the telecommunications network.

Method and system for prediction of contact allocation, staff time distribution, and service performance metrics in a multi-skilled contact center operation environment

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Annapolis, MD, United States of America

Amit Garg