Method for forcasting and managing multimedia contacts

Details Method for forcasting and managing multimedia contacts Method for forcasting and managing multimedia contacts

G - Physics

06

Q

G06Q 10/00 (2006.01)

Patent

CA 2456108

Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period are forecasted using historical methods and are propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, the total contacts to handle is determined for each period and the staffing requirements are calculated therefrom.

L'invention concerne la prévision, la propagation et la gestion de contacts multimédia pour chaque période dans un intervalle. Le nombre de contacts reçus dans une période est prévu au moyen de procédés fondés sur l'historique et ces contacts sont propagés dans des périodes successives en fonction de buts commerciaux, tels que la rapidité de traitement d'un certain type de contact. Une fois les contacts propagés, l'ensemble des contacts à traiter est déterminé pour chaque période et les besoins en personnel sont calculés à partir d'une telle détermination.

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