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#contactcenterworld, @Calabrio
Stockholm, Sweden, Sept, 2018 -- Teleopti, an industry provider for workforce management (WFM) solutions, is excited to receive the patent for a chat staffing algorithm. Teleopti’s chat resourcing calculations support contact centers in embracing digitalization with far greater certainty while efficiently meeting customers on the platforms they wish to communicate.
Chat is an ever-increasing part of companies’ customer service offerings so powerful, flexible staffing calculators are needed to accurately schedule which agents need to be working to optimally answer incoming chat conversations. Contact centers today must often schedule interactions via instant chat, but such staffing numbers are derived more from guess work and experience than fine-tuned calculations. This algorithm offers the ability to accurately staff chat channels and scale infinitely, becoming a power player for accuracy and efficiency as the contact center expands or its chat services scale up in size.
Research on chat staffing calculations has been a two-year mathematics doctorate project within the Optimization and Systems Theory division at KTH Royal Institute of Technology’s Mathematics department, in Stockholm, Sweden. The research has been conducted by Teleopti’s Research Engineer and PhD student, Göran Svensson.
Svensson said, "There have been previous works on the phenomena of parallelism but normally in the context of the processor sharing data services. The big difference between this and Teleopti’s new patented algorithm is that a service job in the processor sharing framework is of a known size as soon as it enters the queue whereas a customer’s service need is still of an unpredictable size. Generalizing the Erlang-A model to incorporate concurrency was the first step, this meant increasing the state-space of the problem. Analyzing and solving this problem in steady state was the second step."
#contactcenterworld, @Calabrio
Posted by Veronica Silva Cusi, news correspondent
Source: Teleopti
About Calabrio:
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Published: Tuesday, September 4, 2018
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