Dynamic force management system

1. A method for dynamic allocation of a workforce of agents working in a network, comprising:

determining a parameterized function that uses a least square fit algorithm to minimize a square error;

receiving, at a tangible networked computer, network workforce data for a first group of the agents that work during a first time interval, the network workforce data including data related to calls between users of the network and the workforce of agents, the agents of the workforce having agent-profiles associated therewith, each agent-profile including average work time per call for the agent in the agent-profile and an error rate specific to the agent in the agent-profile;

fitting, at the tangible networked computer, the network workforce data for the first group of agents to the determined parameterized function by applying the least square fit algorithm to the network workforce data;

taking, at the tangible networked computer in a second time interval, a derivative of the determined parameterized function to determine a number of agents to work during a third time interval; and

assigning, at the tangible networked computer, the determined number of agents from the workforce to a second group of agents to work during the third time interval based on the agent-profiles, including average work time per call and error rate, of the first group of agents and the derivative of the determined parameterized function.

2. The method of claim 1 ,

wherein determining a number of agents to work during a third time interval comprises forecasting network data in the third time interval based on network data of the first time interval.

3. The method of claim 2 ,

wherein determining a number of agents to work during a third time interval comprises:

determining a third group of agents comprising agents currently scheduled to work during the third time interval;

processing the forecasted network data with the agent-profiles of the third group of agents to forecast workforce statistics in the third time interval;

either adding at least one agent to the third group, removing at least one agent from the third group, or not adding any agent to the third group or removing any agent from the third group; and

defining the third group of agents as the second group of agents.

4. The method of claim 2 ,

wherein the determined number of agents is determined based on a forecasted workforce statistic.

5. The method of claim 3 ,

wherein the forecasted workforce statistics includes the projected average work time comprising the average amount of time for one assigned agent to handle one call.

6. The method of claim 1 ,

wherein the first, second and third time intervals are consecutive.

7. The method of claim 1 ,

wherein the first, second and third time intervals are each less than or equal to twenty-four hours in duration.

8. The method of claim 7 ,

wherein the third time interval follows the first time interval by no more than one day.

9. The method of claim 1 ,

wherein the first, second and third time intervals are each less than one hour in duration.

10. The method of claim 1 ,

wherein assigning the determined number of agents comprises extrapolating work volumes for the third time interval using the determined parameterized function.

11. A computer in a network for dynamically allocating a workforce of agents working in the network, comprising:

a tangible receiver that receives network workforce data for a first group of the agents that work during a first time interval, the network workforce data including data related to calls between users of the network and the workforce of agents, the agents of the workforce having agent-profiles associated therewith, each agent-profile including average work time per call for the agent in the agent-profile and an error rate specific to the agent in the agent-profile; and

a tangible processor that determines a parameterized function that uses a least square fit to minimize a square error; fits the network workforce data for the first group of agents to the determined parameterized function by applying the least square fit algorithm to the network workforce data; and takes, in a second time interval, a derivative of the determined parameterized function to determine a number of agents to work during a third time interval;

wherein the determined number of agents from the workforce are assigned to a second group of agents to work during the third time interval based on the agent-profiles, including average work time per call and error rate, of the first group of agents and the derivative of the determined parameterized function.

12. The computer in a network of claim 11 ,

wherein network data in the third time interval is forecasted based on network data of the first time interval.

13. The computer in a network of claim 12 ,

wherein the processor determines a third group of agents comprising agents currently scheduled to work during the third time interval;

wherein the forecasted network data is processed with the agent-profiles of the third group of agents to forecast workforce statistics in the third time interval, and

wherein the processor either adds at least one agent to the third group, removes at least one agent from the third group, or does not add any agent to the third group or remove any agent from the third group.

14. The computer in a network of claim 12 ,

wherein the determined number of agents is determined based on a forecasted workforce statistic.

15. The computer in a network of claim 12 ,

wherein the forecasted workforce statistics includes the projected average work time comprising the average amount of time for one assigned agent to handle one call.

16. The computer in a network of claim 12 ,

wherein the network includes a switch adapted to receive telephone calls, and the switch communicates the network data to the computer.

17. The computer in a network of claim 11 ,

wherein the first, second and third time intervals are consecutive.

18. The computer in a network of claim 11 ,

wherein the first, second and third time intervals are each less than or equal to twenty-four hours in duration.

19. The computer in a network of claim 18 ,

wherein the third time interval follows the first time interval by no more than one day.

20. The computer in a network of claim 11 ,

wherein the first, second and third time intervals are each less than one hour in duration.