ACD sample data

[aidanwalsh]

Hi,

I am currently in my final year of my degree course in Computing Science. I have tried endlessly to try and find some sample output data from ACDs. For my final year project I am trying to create a simple user interface that will take the data from the ACD (whether text based or database) and apply Erlang formulae to it for the prediction of staffing and service levels. Furthermore, I would like to apply the same data to a knowledge based system creating rules to see if a more appropriate answer can be achieved.

I would appreciate if anyone could tell me where I can find some data that would be of use.

I'd also be grateful for any pointers as to any pitfalls I may encounter and I'd be open to any other suggestions the group has.

Many thanks for your help.

[Ann SW Bell]

I may be able to help you with this. I run a small call center with 30 reps and have some ACD data. If you are interested, I will need to check to determine if I can share this information outside our company.

[JoeB]

Interesting idea.

Have you tried to approach ACD manufactures directly? They might be interested in the results of your work.

Specifically to the subject, what is the proposed usage? To be effective and practical, the staffing model should use long-term data; there are many pitfalls in using too small a time window to calculate staffing. On the other hand, if looking at long-range data (assuming the ACD stores it), the appeal of a direct interface is probably smaller.

Nevertheless, if the proposed approach uses method other than Erlang, there may be benefits to trending long-term data in a way that overcomes some of the inherent limitations in the Erlang model.

IÂ’d be interested in learning more about your work may be able to help you in finding ACD data fro help desk and/or from ACD manufacturers. If you are interested, please contact me at jbarkai@DiagnosticStrategies.com.

Joe