Call amount estimating method
AssigneeP&W Solutions Co., Ltd.
InventorToshiyuki Omiya
Life of this patent
Estimating the term…
Abstract
A management server 10 stores past record data regarding the call volume by collecting from an exchanger, classifies the past record data in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day, for a predetermined term in the past, obtains a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week, and calculates the call volume in a term that is specified by a user based upon the multiple regression equation.
Claims12
A method of predicting future call volume in a contact center, the method comprising steps of:
- storing, using a computing device, past record data regarding the call volume by collecting from an exchanger;
- classifying, using the computing device, the past record data for a predetermined term in the past in accordance with segments:
- a 7-day period in a month starting from the beginning of a month;
- a day of the week;
- and a predetermined period of time in a day;
- obtaining, using the computing device, a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week;
- calculating, using the computing device, the call volume in a term that is specified by a user based upon the multiple regression equation;
- accepting, using the computing device, from a user an input of a rate of increase of the call volume and a rate of decrease in effect thereof on the call volume, the rate of increase and the rate of decrease associated with a date of at least one event that causes an increase or a decrease in the call volume, wherein a combination of a plurality of events overlapping on the same date is accepted as a single event;
- and
- adjusting, using the computing device, the call volume that is calculated, based upon the rate of increase and the rate of decrease thus accepted.
A server to predict future call volume in a contact center, the server comprising:
- a unit configured to store past record data regarding the call volume by collecting from an exchanger;
- a unit configured to classify the past record data for a predetermined term in the past in accordance with segments:
- a 7-day period in a month starting from the beginning of a month;
- a day of the week;
- and a predetermined period of time in a day;
- a unit configured to obtain a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week;
- a unit configured to calculate the call volume in a term that is specified by a user based upon the multiple regression equation;
- a unit configured to accept from a user an input of a rate of increase of the call volume and a rate of decrease in effect thereof on the call volume, the rate of increase and the rate of decrease associated with a date of at least one event that causes an increase or a decrease in the call volume, wherein a combination of a plurality of events overlapping on the same date is accepted as a single event;
- and
- a unit configured to adjust the call volume that is calculated, based upon the rate of increase and the rate of decrease thus accepted.
A non-transitory computer-readable medium storing a program of instructions to predict future call volume in a contact center, the instructions, when executed by a computing device, cause the computing device to:
- store past record data regarding the call volume by collecting from an exchanger;
- classify the past record data for a predetermined term in the past in accordance with segments:
- a 7-day period in a month starting from the beginning of a month;
- a day of the week;
- and a predetermined period of time in a day;
- obtain a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week;
- calculate the call volume in a term that is specified by a user based upon the multiple regression equation;
- accept from a user an input of a rate of increase of the call volume and a rate of decrease in effect thereof on the call volume, the rate of increase and the rate of decrease associated with a date of at least one event that causes an increase or a decrease in the call volume, wherein a combination of a plurality of events overlapping on the same date is accepted as a single event;
- and
- adjust the call volume that is calculated, based upon the rate of increase and the rate of decrease thus accepted.
Dependencies are inferred from the claim text.