Method and system for forecasting service level indicator metrics for anomaly detection

A computing apparatus for forecasting of service level indicator (SLI) metrics with respect to a customer contact center, the computing apparatus comprising:

• a processor;
• a memory;
• a display;
• and
• a communication interface coupled to each of the processor, the memory, and the display,
• wherein the processor is configured to:
• receive, via the communication interface, first information that relates to an incoming call volume for a first queue from among a plurality of queues;
• analyze, by using a first model, the first information in order to determine a plurality of SLI metrics that relate to the first queue;
• generate a forecast of a first SLI metric from among the plurality of SLI metrics for the first queue;
• and
• cause the display to display, via a graphical user interface, information that relates to the forecast.

A non-transitory computer readable storage medium storing instructions for forecasting of service level indicator (SLI) metrics with respect to a customer contact center, the storage medium comprising executable code which, when executed by a processor, causes the processor to:

• receive first information that relates to an incoming call volume for a first queue from among a plurality of queues;
• analyze, by using a first model, the first information in order to determine a plurality of SLI metrics that relate to the first queue;
• generate a forecast of a first SLI metric from among the plurality of SLI metrics for the first queue;
• and
• display, via a graphical user interface, information that relates to the forecast.