Method and system for scheduling a customer service callback

A system for scheduling a callback time for customer service, the system including:

• a processor tracking module programmed to calculate estimated total handling resources available during a future time interval for a customer interaction system;
• a processor forecasting module programmed to forecast a customer service transaction workload for the estimated handling resources of the customer interaction system, including determining expected values and confidence limits for forecasted transactions and forecasted handling times for the future time interval;
• a processor callback module programmed to determine the callback time based upon the estimated handling resources and the forecasted customer service transaction workload;
• and
• wherein the processor tracking module uses projected resource availability based on times resources are scheduled to calculate the estimated handling resources, and the calculated estimate of handling resources is a mean number of handling resources scheduled which is corrected based on deviation between an actual mean number of available resources and the scheduled mean number of resources over recent past time intervals.

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

• calculate estimated total handling resources available during a future time interval for a customer interaction system;
• forecast a customer service transaction workload for the estimated handling resources of the customer interaction system including determining expected values and confidence limits for forecasted transactions and forecasted handling times for the future time interval;
• determine the callback time based upon the estimated handling resources and the forecasted customer service transaction workload;
• wherein the calculating and the forecasting includes using a predetermined forecast time interval for the estimated total handling resources and the customer service transaction workload, and the calculated estimate of handling resources is a mean number of resources scheduled which is corrected based on deviation between an actual mean number of available resources and the scheduled mean number of resources over recent past time intervals.

A system to schedule a callback time for customer service, the system including:

• a first means for calculating estimated total handling resources available during a future time interval for a customer interaction system;
• a second means for forecasting a customer service transaction workload for the estimated handling resources of the customer interaction system including determining expected values and confidence limits for forecasted transactions and forecasted handling times;
• a third means for determining the callback time based upon the estimated handling resources and the forecasted customer service transaction workload;
• and
• wherein the means for calculating uses projected resource availability based on times resources are scheduled to calculate the estimated handling resources, and the calculated estimate of handling resources is a mean number of handling resources scheduled which is corrected based on deviation between an actual mean number of available resources and the scheduled mean number of resources over recent past time intervals.