公开(公告)号：US20240412122A1

公开(公告)日：2024-12-12

申请号：US18741276

申请日：2024-06-12

Applicant: Verint Americas Inc.

Inventor： John Richard O'Farrell ,  Jonathan Silverman

IPC: G06Q10/04 ,  G06F17/18

Abstract: Embodiments of the present disclosure provide systems and methods for generating a plurality of forecasts for a future time interval using a plurality of models and/or algorithms in order to assess the performance of each model. An example computer-implemented method can comprise generating a fitness function visualization corresponding with determined quantitative measures of forecast quality for each of the plurality of models and/or algorithms.

公开(公告)号：US20230325742A1

公开(公告)日：2023-10-12

申请号：US18332820

申请日：2023-06-12

Applicant: Verint Americas Inc.

Inventor： Jonathan Silverman ,  Nicholas Mortimer ,  John Richard O'Farrell

IPC: G06Q10/0631 ,  G06Q10/0633

CPC classification number: G06Q10/06315 ,  G06Q10/0633 ,  G06Q10/063116 ,  G06Q10/063118

Abstract: In an entity such as a call center, back office, or retail operation, external event data is recorded along with call volume information for a plurality of time intervals. Based on the recorded event data and call volume for the plurality of intervals, a model is trained to predict call (or other communication) volume for a specified time interval using the external event data. The external event data may include data about one or more events that may affect the demand received by the entity. When the predicted call volume is significantly above or below what would be predicted for the entity using historical data alone, an indicator may be displayed to a user or administrator that identifies the external event that is responsible for the lower or higher prediction. The call volume prediction may be used to schedule one or more agents (or other employees) to work during the specified time interval.