SYSTEM AND METHOD FOR GENERATING FORECASTS AND ANALYSIS OF CONTACT CENTER BEHAVIOR FOR PLANNING PURPOSES

摘要

A method of predicting expected performance of a processing center system isprovided. The method includes receiving performance information from aperformance monitoring system associated with the processing center system. Acomputer model of the processing center system is developed (305) based on theperformance information (310). The method further includes generatingpredictions based on the computer model (315), and analyzing the predictionsto generate performance scenarios for the processing center system (320).