Human resource allocation in a call centre

摘要

A call traffic handling and management facility (20) for a telephone call centre including a call switching exchange which employs refined modelling (22 of agent operator resources (16) required for a target performance service level (26) in addressing incoming call traffic (11) and taking account of abandoned calls. The modelling of the relationship between call traffic patterns, agent allocation levels, and service level, utilises optimisation of a hyper-exponential function, with an E (Expectation) M (Maximisation) mixture of treatment of density functions.