Force management automatic call distribution and resource allocation control system
Systems and methods for analyzing planned available resources and expected demand for resources are disclosed. Based on the analysis, changes to the distribution of demands for service to service processing resources may be automatically implemented. The changes may be communicated to a service request queuing and distribution system that automatically applies the changes. In preferred embodiments the resources providing service are service agents that handle service requests. In some embodiments the service agents are humans, whereas other embodiments have non-human service agents in addition to or in place of human service agents.
1 . A system to generate an automatic configuration change to a service request queuing and distribution device, the system comprising:
a processor;
a schedule containing information on staffing of a service center by human service agents;
a forecast of expected service requests; wherein the processor determines the automatic configuration change based at least upon the schedule and the forecast; and
an interface for communicating the automatic configuration change to the service request queuing and distribution device.
2 . The system of claim 1 , wherein the processor, schedule, and forecast are at least part of a force management system.
3 . The system of claim 1 , wherein the service request queuing and distribution device is a telephone switch running an automated call distribution (ACD) process.
4 . The system of claim 3 , wherein the service requests are operator services requests and the human service agents are telephone operators.
5 . The system of claim 1 , wherein the service center is a call center that processes phone call service requests.
6 . The system of claim 5 , wherein the phone call service requests are incoming phone calls.
7 . The system of claim 1 , wherein the automatic configuration change affects the policies of the queuing and device distribution device for queuing service requests.
8 . The system of claim 1 , wherein the automatic configuration change affects the policies of the queuing and device distribution device for distributing service requests to human service agents.
9 . A method of generating an automatic configuration change to a service request queuing and distribution device, the method comprising the steps of:
processing a schedule containing information on staffing of a service center by human service agents;
processing a forecast of expected service requests; and
determining the automatic configuration change based at least upon the schedule and the forecast.
10 . The method of claim 9 , wherein the steps are performed as at least part of a force management system.
11 . The method of claim 9 , wherein the service request queuing and distribution device is a telephone switch running an automated call distribution (ACD) process.
12 . The method of claim 11 , wherein the service requests are operator services requests and the human service agents are telephone operators.
13 . The method of claim 9 , wherein the service center is a call center that processes phone call service requests.
14 . The method of claim 13 , wherein the phone call service requests are incoming phone calls.
15 . The method of claim 9 , wherein the automatic configuration change affects the policies of the queuing and device distribution device for queuing service requests.
16 . The method of claim 9 , wherein the automatic configuration change affects the policies of the queuing and device distribution device for distributing service requests to human service agents.
17 . A method of analyzing expected demand for service and expected resources supplied to provide service, the method comprising the steps of:
interpreting a forecast of expected demand for service;
interpreting a schedule of expected resources supplied to provide service; and
generating a communication over an interface that is capable of affecting a change to a policy of distributing actual demand for service to actual resources supplied to provide service based at least upon the forecast and the schedule.
18 . The method of claim 17 , wherein the policy of distributing actual demand for service to actual resources supplied to provide service is implemented in an automated call distribution (ACD) system.
19 . The method of claim 17 , wherein the actual demand for service is demand for human service agents, and wherein the resources supplied to provide service are human service agents.
20 . The method of claim 17 , wherein the method is performed on a force management system.