Abstract: A method and system for creating contact center models are described. Model parameters may be derived from and optimized using historical data. The model parameters may be used to construct an analytic model, which said analytic model may be used to create a contact center model using the optimized parameters. In an embodiment, a distribution may be determined that is demonstrative of a virtual representation of the historical environment of the contact center operation environment at different time intervals. The distribution may be used to transform inputs where there is a discrepancy between the simulation model time interval and the time interval for a generated forecast.

Abstract: A method and system for creating contact center models are described. Model parameters may be derived from and optimized using historical data. The model parameters may be used to construct an analytic model, which said analytic model may be used to create a contact center model using the optimized parameters. In an embodiment, a distribution may be determined that is demonstrative of a virtual representation of the historical environment of the contact center operation environment at different time intervals. The distribution may be used to transform inputs where there is a discrepancy between the simulation model time interval and the time interval for a generated forecast.

Abstract: A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.