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US08015042B2 Methods for long-range contact center staff planning utilizing discrete event simulation 有权
使用离散事件模拟的远程联络中心人员计划的方法

Methods for long-range contact center staff planning utilizing discrete event simulation
Abstract:
Systems and methods for long-range simulation are provided. A representative method includes: defining at least one resource description, wherein a resource description comprises a group of resources that have similar characteristics, and wherein defining comprises specifying the characteristics, including at least one capability and at least one performance measure; defining at least one work load; and specifying at least one criteria to be satisfied by a long-range staffing plan; and calculating an effect of applying the at least one resource description to the at least one work load using discrete event based simulation, wherein the calculated effect includes at least one performance measure for the at least one work load.
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