Iterative scheduling and campaign management
View Patent ↗An iterative scheduling and campaign management process uses a WFM system and a CLM system. These systems may be independent or consolidated. In a first step of the process, the WFM system provides the CLM system coarse agent availability data. The coarse agent availability data is used by the CLM system to generate a first list order for a given outbound contact list, which contact list is then provided back to the WFM system. In a second step of the process, the WFM uses the first list order to facilitate a multi-skilled agent scheduling routine. The resulting set of multi-skilled agent schedules (or staffing level data derived from those schedules) is then provided by the WFM system to the CLM system. The CLM system then uses the multi-skilled agent schedules (or staffing level data) to create a second list order for the given outbound contact list. This list may be considered an optimized list given the agent schedule data provided by the WFM system. The outbound campaign is then initiated. Thereafter, and periodically during the outbound campaign, the WFM system provides the CLM system intraday (or intra-campaign) updates to the multi-skilled agent schedules and, in response, the CLM creates at least one re-optimized list order for the contact list based on the intraday data update received from the WFM system. The process can then be repeated iteratively throughout the campaign.
1. A computer program product in a non-transitory computer readable medium for managing a campaign and schedules associated with the campaign, the computer program product holding computer program instructions executable by a data processing system having a hardware component, the computer program instructions comprising:
program code to receive, by a campaign and list management (CLM) process, agent availability data, the agent availability data being generated in a workforce management (WFM) process;
program code to use, by the CLM process, the agent availability data to generate a first contact list order for a contact list;
program code to provide, by the CLM process to the WFM process, the first contact list order;
program code to use, by the WFM process, the first contact list order to generate a set of agent schedules;
program code to provide, by the WFM process to the CLM process, staffing level data derived from the agent schedules; and
program code to use, by the CLM process, the staffing level data to generate a second contact list order.
2. The computer program product as described in claim 1 wherein the agent availability data is multi-skilled agent availability data.
3. The computer program product as described in claim 2 wherein the set of agent schedules are a set of multi-skilled agent schedules.
4. The computer program product as described in claim 1 wherein the computer program instructions further include program code to cause the WFM process to provide the CLM process with an update to the staffing level data.
5. The computer program product as described in claim 4 wherein the update to the staffing level data is provided during a given time interval or campaign.
6. The computer program product as described in claim 5 wherein the computer program instructions further include program code to cause the CLM process to use the update to the staffing level data to generate a third contact list, the third contact list order being a re-optimized list order.
7. The computer program product as described in claim 6 wherein the computer program instructions further include program code to provide the third contact list order from the CLM process to the WFM process.
8. Apparatus for campaign and list management (CLM), comprising:
a hardware-based processor;
computer memory holding computer program instructions that when executed by the hardware-based processor perform a method, the method comprising:
receiving agent availability data, the agent availability data being generated in a workforce management (WFM) process;
using the agent availability data to generate a first contact list order for an outbound contact list;
providing the first contact list order for the outbound contact list to the WFM process;
receiving from the WFM process a set of agent schedules, the set of agent schedules being generated from the first contact list order; and
using the set of agent schedules to generate a second contact list order.
9. The apparatus as described in claim 8 wherein the agent availability data is multi-skilled agent availability data.
10. The apparatus as described in claim 8 wherein the set of agent schedules are multi-skilled agent schedules.
11. The apparatus as described in claim 8 wherein the method further includes receiving from the WFM process a set of updated agent schedules.
12. The apparatus as described in claim 11 wherein the method further includes using the updated agent schedules to generate a third contact list, the third contact list order being a re-optimized list order.
13. The apparatus as described in claim 12 wherein the third contact list order is generated intra-day or intra-campaign.
14. Apparatus for workforce management (WFM), comprising:
a hardware-based processor;
computer memory holding computer program instructions that when executed by the hardware-based processor perform a method, the method comprising:
generating agent availability data;
providing the agent availability data to a campaign list management (CLM) process;
receiving from the CLM process a first contact list order for an outbound contact list;
using the first contact list order to generate a set of agent schedules; and
providing staffing level data derived from the set of agent schedules to the CLM process.
15. The apparatus as described in claim 14 wherein the agent availability data is multi-skilled agent availability data.
16. The apparatus as described in claim 14 wherein the set of agent schedules are multi-skilled agent schedules.
17. The apparatus as described in claim 14 wherein the method further includes receiving from the CLM process a second contact list order, the second contact list order having been generated by the CLM process using the staffing level data.
18. The apparatus as described in claim 17 wherein the method further includes using the second contact list order to generate an updated staffing level data that is then provided back to the CLM process.
19. The apparatus as described in claim 18 wherein the updated agent schedules are generated intra-day or intra-campaign.
20. A computer program product in a non-transitory computer readable medium for managing a campaign and schedules associated with the campaign, the computer program product holding computer program instructions executable by a data processing system having a hardware element, the computer program instructions comprising:
program code to receive, by a campaign and list management (CLM) process, agent availability data, the agent availability data being generated in a workforce management (WFM) process;
program code to use, by the CLM process, the agent availability data to generate given information for a first contact list;
program code to provide, by the CLM process to the WFM process, the given information;
program code to use, by the WFM process, the given information to generate a set of agent schedules;
program code to provide, by the WFM process to the CLM process, staffing level data derived from the agent schedules; and
program code to use, by the CLM process, the staffing level data to generate new given information for a second contact list.
21. The computer program product as described in claim 20 wherein the given information is one of: staffing levels data, and workload data.