Aspect Software, Incorporated

Donald C Lewis

Aaron Beshears

John Rafter

Jerry David Rawle

Darrell Burkhead

Mark Irwin

Diane Wight

Suzanne Artemieff

Aaron C Beshears

Methods and systems in a contact center for estimating staff levels expected to meet service quality goals are described. In one embodiment, a required staff simulator controller utilizes an event-based simulator to execute staff calculations. The required staff controller reconfigures the simulator for different staff levels and repeatedly runs the simulator to test if the configured staff level is likely or not likely to meet configured service goals using selected confidence levels. The required staff controller determines and presents for each agent type a least upper bound and a greatest lower bound for required staff.

Systems and methods in an electronic contact management system to estimate required staff levels for multi-skilled agents

An apparatus and method are provided for scheduling calls. The method includes the steps of providing a calling period with a plurality of sub-periods and determining a set of historical call completion ratios associated with the plurality of sub-periods. The method further includes the steps of exponentially scaling the respective determined call completion ratios and placing a number of calls during each sub-period of the calling period where the number of calls placed during each sub-period is based upon the respective exponentially scaled call completion ratio.

Method of scheduling calls

Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times that agents and contacts spend, respectively, composing a single chat message and an estimated average time of a chat session are used to derive an inflated handle time for any selected number of chat channels, an effective number of agents is computed for the inflated handle time, and that effective number of agents is divided by the selected number of channels.

Estimating number of agents for multiple chat channels

A method and system to receive transaction data; determine a gap in the transaction data; and use an algorithm to generate data to fill in the gap is described. The algorithm is selected from a group including a first algorithm and a second algorithm. The first algorithm is to determine a dominant pattern in the transaction data; identify a region within the dominant pattern that corresponds to the gap in the transaction data; and adopt data associated with the corresponding region into the gap to minimize impact on the dominant pattern. The second algorithm includes a Moore-Penrose pseudo-inverse algorithm to choose the transaction data to fill in the gap based on a set of substitute data from among a group of substitute data sets and adopts the set of substitute data into the gap.

Methods and systems to complete transaction date

A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system () and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.

Growing community of inventors

Bell Buckle, TN, United States of America

Donald C Lewis