Real time estimation of rolling averages of cumulative data

Details Real time estimation of rolling averages of cumulative data Real time estimation of rolling averages of cumulative data

G - Physics

06

Q

G06Q 10/00 (2006.01) H04M 3/22 (2006.01)

Patent

CA 2535977

The present invention is related to a contact center that includes: (a) a plurality of agent and work item queues 212 and 208; (b) a workflow server 312 for distributing work items to available agents; and (c) an event processor 308 operable, for a selected a base time interval for accumulating a cumulative datum and a width of a rolling window, the width of the rolling window being at least one of (i) equal and (ii) greater than the base interval and being an integer multiple of the base interval: (i) when the rolling window partly spans a prior base interval, to determine a rolling average for the cumulative datum over the width of the rolling window; and (ii) when the rolling window partly spans a prior base interval, to estimate a value for the cumulative datum in the partly spanned prior base interval.

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