Systems and methods for determining allocations for distributed multi-site contact centers

A system for allocating contact center agents among geographically distributed sites, comprising:

• a processing device configured to execute a forecasting system configured to create a contact volume and average interaction time forecast of events for a specified time frame, wherein the forecasting system, to create the contact volume and average interaction time forecast of events, assumes that the geographically distributed sites are co-located;
• the processing device configured to execute a simulation system configured to perform a discrete event-based simulation utilizing virtual contact centers to assign the events to the contact center agents, wherein the simulation system, to perform the discrete event-based simulation, assumes that the contact center agents are co-located;
• the processing device configured to execute an analysis system configured to analyze results of the discrete event-based simulation to determine a relative distribution of the events allocated to the contact center resources at each of the geographically distributed sites;
• the processing device configured to create at least one distributed campaign, wherein each distributed campaign includes at least two sub-centers geographically dispersed from a contact center, and wherein each sub-center includes at least one of the contact center agents;
• the processing device configured to create at least one distributed queue for each distributed campaign, wherein each distributed queue comprises at least a portion of the events as an input stream to the contact center;
• and
• the processing device configured to execute the analysis system configured to determine recommended allocations of contact center agents among the geographically distributed sites based on the relative distribution of events assigned to contact center agents at each of the geographically distributed sites.

A memory having a computer program stored thereon, the computer program comprising computer-executable instructions which are executed by a processor to perform steps comprising:

• in an instruction execution system, creating a contact volume and average handle times forecast of events for a specified time frame, wherein, in creating the contact volume and average handle times forecast of events, the instruction execution system assumes that the geographically distributed sites are co-located;
• in the instruction execution system, performing a discrete event-based simulation utilizing virtual contact centers to assign the events to the contact center agents, wherein, in performing the discrete event-based simulation, the instruction execution system assumes that the contact center agents are co-located;
• in the instruction execution system, analyzing results of the discrete event-based simulation to determine a relative distribution of the events assigned to the contact center agents at each of the geographically distributed sites;
• in the instruction execution system, creating at least one distributed campaign, wherein each distributed campaign includes at least two sub-centers geographically dispersed from a contact center, and wherein each sub-center includes at least one of the contact center resources;
• in the instruction execution system, creating at least one distributed queue for each distributed campaign, wherein each distributed queue comprises at least a portion of the events as an input stream to the contact center;
• and
• in the instruction execution system, determining recommended allocations of the contact center agents among the geographically distributed sites based on the relative distribution of the events assigned to the contact center agents at each of the geographically distributed sites.