Many models for customers impatience in queueing systems have been studied in the past;
the source of impatience has always been taken to be either a long wait already …

5,155,763 A 10/1992 Bigus et al. 5,206,903. A 4, 1993 Kohler et al. 5,702,253 A 12/1997
Bryce et al. 5,825,869 A 10, 1998 Brooks et al. 5,903,641 A 5, 1999 Tonisson 5,926,538 A …

This paper develops methods to determine appropriate staffing levels in call centers and
other many-server queueing systems with time-varying arrival rates. The goal is to achieve …

(57) ABSTRACT A method, system and program product, the method compris ing:
determining a distribution of real agent performance from previous real agent performance …

Systems and processes are disclosed for routing callers to agents in a contact center based
on predicted call handle times. An exemplary process includes using predicted call handle …

Deterministic fluid models are developed to provide simple first-order performance
descriptions for multiserver queues with abandonment under heavy loads. Motivated by …

Techniques for benchmarking pairing strategies in a contact center system are disclosed. In
one particular embodiment, the techniques may be realized as a method for techniques for …

(57) ABSTRACT Related US Application Data Systems and methods are disclosed for
routing callers to (63) Continuation-in-part of application No. 12/021,251, agents in a contact …

6, 052460 A 4/2000 Fisher et al. 8,359,219 B2 1/2013 Chishti et al. 6, 06473. A 5, 2000
Flockhart et al. 8.433, 597 B2 4/2013 Chishti et al. 6,088,444 A 7/2000 Walker et al …

Methods and systems are provided for routing callers to agents in a call-center routing
environment. An exemplary method includes identifying caller data for at least one of a set of …