Abstract: A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e. skills) to be handled by the call center. A group of agents and a group of reserve agents are provided within the call center for use in handling incoming calls. A dedicated subgroup of agents is assigned to service each of the call types in the call center. In addition, one or more reserve agents are assigned to service a particular call type when an expected wait time associated with the call type exceeds a threshold value. The threshold value associated with each call type is dynamically adjusted during call center operation based on the fraction of the target service level for a call type being achieved by the call center. In one embodiment, a dynamically adjusted threshold is calculated by multiplying an administered threshold value for a call type by the fraction of the target service level that a measured service level for the call type represents.

Abstract: A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e. skills) to be handled by the call center. A group of agents and a group of reserve agents are provided within the call center for use in handling incoming calls. A dedicated subgroup of agents is assigned to service each of the call types in the call center. In addition, one or more reserve agents are assigned to service a particular call type when an expected wait time associated with the call type exceeds a threshold value. The threshold value associated with each call type is dynamically adjusted during call center operation based on the fraction of the target service level for a call type being achieved by the call center. In one embodiment, a dynamically adjusted threshold is calculated by multiplying an administered threshold value for a call type by the fraction of the target service level that a measured service level for the call type represents.