Call center queue management

A method comprising:

• obtaining call completion data for each agent of a plurality of agents, wherein the obtaining is performed by an information handling system (IHS);
• calculating a historical average for each agent using the call completion data, wherein the historical average calculating is performed by the IHS;
• and
• calculating an average capability of each agent using the historical average, wherein the average capability calculating is performed by the IHS;
• determining an expected variance, wherein the expected variance includes a historical average of agent schedule non-compliance during a similar time interval, wherein the determining is performed by the IHS;
• using the expected variance to determine an expected capability of the plurality of agents, wherein the expected variance using is performed by the IHS;
• tracking schedule compliance, wherein the tracking is performed by the INS;
• obtaining schedule compliance information, wherein the obtaining is performed by the IHS;
• and
• using the schedule compliance information to determine the historical average of agent schedule non-compliance, wherein the schedule compliance using is performed by the IHS.