Customer service request allocations based upon real-time data and forecast data

A system for allocating customer service requests, the system including:

• a wide area network (WAN);
• a plurality of call centers coupled to the WAN, each of the plurality of call centers comprising a transaction processing system;
• and
• an allocation controller coupled to the WAN, the allocation controller configured to calculate estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources, to forecast a customer service transaction workload for the handling resources for each of the plurality of transaction processing systems, and to determine customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and forecasted customer service transaction workload.

A machine-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to:

• calculate estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources;
• forecast a customer service transaction workload for the handling resources for each of the plurality of transaction processing systems;
• and
• determine customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and forecasted customer service transaction workload.