Hewlett-packard Development Company, L.p.

Jose Luis Beltran Guerrero

Jerry Zhaolin Shan

Xin Zhang

Julie Ward Drew

Shailendra K Jain

Ivan Adrian Lopez Sanchez

Ming Hu

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

To perform forecasting, a first data collection having data values at first intervals is received, and a first forecasting model is built based on the first data collection. A second forecasting model is built based on a second data collection having intervals aggregated from intervals of the first data collection, wherein the second forecasting model is at a different aggregation level than the first forecasting model. At least one metric is computed by performing at least one test based on at least one of the first and second data collections to indicate which of the first and second forecasting models has a better forecast quality.

Indicating which of forecasting models at different aggregation levels has a better forecast quality

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Palo Alto, CA, United States of America

Jose Luis Beltran Guerrero