The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 12, 2013
Filed:
Oct. 06, 2011
Jose Luis Beltran Guerrero, Palo Alto, CA (US);
Xin Zhang, San Jose, CA (US);
Ivan Adrian Lopez Sanchez, Sonora, MX;
Ming HU, Toronto, CA;
Shailendra K. Jain, Sunnyvale, CA (US);
Jerry Z. Shan, Palo Alto, CA (US);
Jose Luis Beltran Guerrero, Palo Alto, CA (US);
Xin Zhang, San Jose, CA (US);
Ivan Adrian Lopez Sanchez, Sonora, MX;
Ming Hu, Toronto, CA;
Shailendra K. Jain, Sunnyvale, CA (US);
Jerry Z. Shan, Palo Alto, CA (US);
Hewlett-Packard Development Company, L.P., Houston, TX (US);
Abstract
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.