公开(公告)号：US09883037B1

公开(公告)日：2018-01-30

申请号：US15617616

申请日：2017-06-08

Applicant: ASPECT SOFTWARE, INC.

Inventor： Donald C. Lewis ,  Darrell Burkhead ,  Diane Wight ,  Aaron Beshears

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/063118 ,  H04M3/5191 ,  H04M3/523 ,  H04M2203/402 ,  H04M2203/558

Abstract: 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.

公开(公告)号：US20210365850A1

公开(公告)日：2021-11-25

申请号：US17395302

申请日：2021-08-05

Applicant: Aspect Software, Inc.

Inventor： Donald C. Lewis

IPC: G06Q10/06

Abstract: A method and apparatus are provided for matching resources and co-resources within a system. The method includes the steps of providing a plurality of resources and co-resources where a first type of resource of the plurality of resources are preferentially matched with a first type of co-resource of the plurality of co-resources and a second type of resource of the plurality of resources is preferentially matched with a second type of co-resource of the plurality of co-resources and where any match between a resource of the first type and a co-resource of the second type or a resource of the second type and
co-resource of the first type is a non-preferential match, matching each of the plurality of resources with each respective co-resource of the plurality of co-resources, forming a tempered match from each matched resource and co-resource by associating a time of the match with the match, ordering the tempered matches based upon the associated time; and releasing at least some of the tempered matches for use within the system based upon the ordering of the tempered matches.