DETERMINING STATISTICS ABOUT THE BEHAVIOUR OF A CALL CENTER AT A PAST TIME INSTANT

Call center supervisors require information about the performance of call center agents in order to manage them appropriately. Previously this information has been provided in two general forms. Current information in the form of statistics such as queue lengths, numbers of active agents, etc. and historical information in the form of aggregate data such as the average waiting time over a 15 minute period. At present supervisors have no means of accessing information about the state of a call center at a particular past time instant. The present invention provides this information by using a pegging engine to extrapolate from statistics about behavior of the call center at a past time instant to values of those statistics at a required past time instant. Information about events occurring in the call center is used in order to carry out this extrapolation.