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Methods for long-range contact center staff planning utilizing discrete event simulation

机译:利用离散事件模拟进行远程联络中心人员计划的方法

摘要

Systems and methods for long-range simulation are provided. A representative method includes: defining at least one resource description, wherein a resource description comprises a group of resources that have similar characteristics, and wherein defining comprises specifying the characteristics, including at least one capability and at least one performance measure; defining at least one work load; and specifying at least one criteria to be satisfied by a long-range staffing plan; and calculating an effect of applying the at least one resource description to the at least one work load using discrete event based simulation, wherein the calculated effect includes at least one performance measure for the at least one work load.
机译:提供了用于远程仿真的系统和方法。一种代表性的方法包括:定义至少一个资源描述,其中,资源描述包括具有相似特征的一组资源,并且其中,定义包括指定特征,包括至少一个能力和至少一个性能度量;定义至少一个工作量;并指定长期人员配备计划要满足的至少一项条件;以及使用基于离散事件的仿真来计算将至少一种资源描述应用于至少一个工作负荷的效果,其中,所计算的效果包括针对至少一个工作负荷的至少一种性能度量。

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