Industry benchmark forecasting in workforce management
A method for providing anonymized contact information to a workforce management system includes receiving contact information from a plurality of customer business units; assigning each of the plurality of customer business units one or more industry classification codes or product classification codes; anonymizing, by a processor, the contact information to the one or more industry classification codes or product classification codes; receiving, by a processor, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes; and providing the anonymized contact information to the workforce management system for use in a workforce management predictive model.
1. An automatic communication distributor system comprising:
a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:
receiving, by the automatic communication distributor system, contact information from a plurality of customer business units;
assigning, by an anonymizer service of the automatic communication distributor system, each of the plurality of customer business units one or more classification codes;
anonymizing, by the anonymizer service, the contact information to the one or more classification codes;
receiving, by a publisher service of the automatic communication distributor system, a query from a workforce management system for anonymized contact information in one or more classification codes; and
providing, by the publisher service, the anonymized contact information to the workforce management system for use in the workforce management system.
2. The system of claim 1 , wherein the one or more classification codes comprise one or more industry classification codes or product classification codes.
3. The system of claim 1 , wherein the operations further comprise aggregating the anonymized contact information based on the one or classification codes.
4. The system of claim 3 , wherein the aggregating is performed across multiple classification codes.
5. The system of claim 1 , wherein the classification codes are global classification codes.
6. The system of claim 1 , wherein the operations further comprise summarizing the contact information before the contact information is anonymized.
7. The system of claim 6 , wherein the summarized contact information comprises one or more of an average hold time, a contact arrival pattern, a ratio of virtual hold, seasonality, a contact volume, a contact duration, a contact wait time, or quality of service.
8. The system of claim 1 , wherein the operations further comprise updating the one or more classification codes.
9. The system of claim 1 , wherein the anonymized contact information is provided to the workforce management system for use in a workforce management predictive model.
10. A method, which comprises:
receiving, by an automatic communication distributor system, contact information from a plurality of customer business units;
assigning, by an anonymizer service of the automatic communication distributor system, each of the plurality of customer business units one or more classification codes;
anonymizing, by the anonymizer service, the contact information to the one or more classification codes;
receiving, by a publisher service of the automatic communication distributor system, a query from a workforce management system for anonymized contact information in one or more classification codes; and
providing, by the publisher service, the anonymized contact information to the workforce management system for use in the workforce management system.
11. The method of claim 10 , further comprising aggregating the anonymized contact information based on the one or more classification codes.
12. The method of claim 11 , wherein the aggregating is performed across multiple classification codes.
13. The method of claim 10 , further comprising summarizing the contact information before the contact information is anonymized.
14. The method of claim 10 , further comprising updating the one or more classification codes.
15. The method of claim 10 , wherein the anonymized contact information is provided to the workforce management system for use in a workforce management predictive model.
16. A non-transitory computer-readable medium having stored thereon computer-readable instructions executable by a processor to perform operations which comprise:
receiving, by an automatic communication distributor system, contact information from a plurality of customer business units;
assigning, by an anonymizer service of the automatic communication distributor system, each of the plurality of customer business units one or more classification codes;
anonymizing, by the anonymizer service, the contact information to the one or more classification codes;
receiving, by a publisher service of the automatic communication distributor system, a query from a workforce management system for anonymized contact information in one or more classification codes; and
providing, by the publisher service, the anonymized contact information to the workforce management system for use in the workforce management system.
17. The non-transitory computer-readable medium of claim 16 , wherein the operations further comprise aggregating the anonymized contact information based on the one or more classification codes.
18. The non-transitory computer-readable medium of claim 17 , wherein the aggregating is performed across multiple classification codes.
19. The non-transitory computer-readable medium of claim 16 , wherein the operations further comprise updating the one or more classification codes.
20. The non-transitory computer-readable medium of claim 16 , wherein the anonymized contact information is provided to the workforce management system for use in a workforce management predictive model.