Hewlett-packard Development Company, L.p.

Ivan Adrian Lopez Sanchez

Xin Zhang

Jerry Zhaolin Shan

Cipriano A Santos

Shailendra K Jain

Jose Luis Beltran Guerrero

Ming Hu

Glenn W Herrick

Mark D Raper

A method includes receiving flight leg data and dispatcher position data for a planning horizon and identifying cycle flight legs and extraordinary flight legs based on the flight leg data. The method includes allocating each cycle flight leg to at least one dispatcher position while minimizing workload deviations between the dispatcher positions. The method includes allocating, after allocating each cycle flight leg, each extraordinary flight leg to at least one dispatcher position while minimizing workload deviations between the dispatcher positions.

Allocation of flight legs to dispatcher positions

A method for determining call center resource allocation can include modeling call center performance over an operations time period using a computer. A number of replicas of the modeled call center performance are simulated, using the computer, over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival and service process according to a probability distributions of inter-arrival time and service time. Multiple iterations of each simulation are run on the computer to optimize call center resource allocation. A particular simulation iteration is tested against a criterion of convergence, and call center resource is allocated based on the particular simulation iteration with a successful criterion of convergence.

Call center resource allocation

Growing community of inventors

Sonora, Mexico

Ivan Adrian Lopez Sanchez