Granted Patent B2

US 10,037,500 · App. 13/872,027 · Granted Jul 31, 2018

Inventors: Vidas Placiakis (Walnut Creek, CA); Vytautas Staraitis (Castro Valley, CA); Vytautas Saulis (Castro Valley, CA); Gintautas Budvytis (Castro Valley, CA); Laura Stevens (Manchester, GB); Thomas Tritten, II (Charlotte, NC); Michele Fisher (Mountain Vew, CA)

G06Q10/063116

Abstract

Claims (52)

1. A method for forecasting and generating staffing schedules in a contact center, the method comprising:

receiving, by a processor, data from a statistics server regarding an interaction volume over an initial period of time;

receiving, by the processor, a request from a user interface to forecast a workload for a first time period corresponding to the initial period of time;

automatically forecasting, by the processor executing a forecasting module, the workload for the first time period based on the interaction volume for the initial period of time;

automatically forecasting, by the processor executing the forecasting module, resource overhead for the first time period based on historical shrinkage values corresponding to the first time period;

automatically forecasting, by the processor executing the forecasting module, needs for the contact center based on the forecasted workload and resource overhead for the first time period;

automatically building, by the processor executing a builder module, a first work schedule by assigning agents based on the forecasted needs and available personnel for optimizing resources of the contact center;

transmitting, by a call server and the processor, a signal to a switch to route a communication to an agent device based on the first work schedule;

receiving, by the processor, intra-day shrinkage data from the statistics server over a second period of time; and

generating, by the processor executing the builder module, a second work schedule for re-optimizing the resources of the contact center based on the intra-day shrinkage data.

2. The method of claim 1 , where the method further includes receiving a definition of the one or more shrinkage values from a user interface.

3. The method of claim 1 , where the method further includes receiving a selection of one or more templates as the one or more shrinkage values from a user interface.

4. The method of claim 1 , where the method further includes automatically analyzing historical data to determine the one or more shrinkage values.

5. The method of claim 1 , where the method further includes:

receiving a selection of one or more templates corresponding to one or more scheduled shrinkage values from a user interface;

automatically analyzing historical data to determine one or more historical shrinkage values; and

automatically combining at least one scheduled shrinkage value with at least one historical shrinkage value to determine at least one of the one or more shrinkage values.

6. The method of claim 4 , where the step of automatically analyzing historical data to determine the one or more shrinkage values further comprises identifying at least one trend in the historical data associated with at least one parameter and utilize the identified trend and associated parameter to determine the one or more shrinkage values.

7. The method of claim 6 , where the parameter relates to at least one of a time of day, a day of the week, a week of the month, a month, an agent profile, an agent preference, an agent group, and a particular event.

8. The method of claim 1 , where the one or more shrinkage values correspond to one or more timer intervals within the first time period.

9. The method of claim 1 , where the steps of automatically forecasting the resource overhead, automatically forecasting needs, and automatically building a first work schedule are repeated in response to receiving a re-forecast request.

10. The method of claim 1 , where the method further includes:

monitoring actual shrinkage during a first portion of the first time period;

re-forecasting a shrinkage value for a second portion of the first time period; and

updating the work schedule for the second portion of the first time period based on the re-forecasted shrinkage value.

11. A system for forecasting and generating staffing schedules in a contact center comprising:

one or more processors; and

memory coupled to the one or more processors, the memory storing instructions which, when executed by the one or more processors, cause the one or more processors to operate to:

receive data from a statistics server regarding an interaction volume over an initial period of time;

receive a request from a user interface to forecast a workload for a first time period corresponding to the initial period of time;

automatically forecast, by the one or more processors executing a forecasting module, the workload for the first time period based on the interaction volume for the initial period of time;

automatically forecast, by the one or more processors executing the forecasting module, resource overhead for the first time period based on historical shrinkage values corresponding to the first time period;

automatically forecast, by the one or more processors executing the forecasting module, needs for the contact center based on the forecasted workload and resource overhead for the first time period;

automatically build, by the one or more processors executing a builder module, a first work schedule by assigning agents based on the forecasted needs and available personnel for optimizing resources of the contact center;

transmit, via a call server, a signal to a switch to route a communication to an agent device based on the first work schedule;

receive intra-day shrinkage data from the statistics server over a second period of time; and

generate, by the one or more processors executing the builder module, a second work schedule for re-optimizing the resources of the contact center based on the intra-day shrinkage data.

12. The system of claim 11 , where the memory further includes instructions configured to cause the one or more processors to operate to receive a definition of the one or more shrinkage values from a user interface.

13. The system of claim 11 , where the memory further includes instructions configured to cause the one or more processors to operate to receive a selection of one or more templates as the one or more shrinkage values from a user interface.

14. The system of claim 11 , where the memory further includes instructions configured to cause the one or more processors to operate to automatically analyze historical data to determine the one or more shrinkage values.

15. The system of claim 14 , where the instructions that cause the one or more processors to automatically analyze historical data to determine the one or more shrinkage values further comprise instructions to cause the one or more processors to identify at least one trend in the historical data associated with at least one parameter and utilize the identified trend and associated parameter to determine the one or more shrinkage values.

16. The system of claim 15 , where the parameter relates to at least one of a time of day, a day of the week, a week of the month, a month, an agent profile, an agent preference, an agent group, and a particular event.

17. The system of claim 11 , where the memory further includes instructions configured to cause the one or more processors to operate to:

receive a selection of one or more templates corresponding to one or more scheduled shrinkage values from a user interface;

automatically analyze historical data to determine one or more historical shrinkage values; and

automatically combine at least one scheduled shrinkage value with at least one historical shrinkage value to determine at least one of the one or more shrinkage values.

18. The system of claim 11 , where the one or more shrinkage values correspond to one or more timer intervals within the first time period.

19. The system of claim 11 , where the memory further includes instructions configured to cause the one or more processors to operate to receive a re-forecast request and, responsive thereto, repeat execute the instructions that cause the one or more processors to automatically forecast the resource overhead, automatically forecast needs, and automatically build a first work schedule.

20. The system of claim 11 , where the memory further includes instructions configured to cause the one or more processors to operate to:

monitor actual shrinkage during a first portion of the first time period;

re-forecast a shrinkage value for a second portion of the first time period; and

update the work schedule for the second portion of the first time period based on the re-forecasted shrinkage value.

Assignments (8)

Continuity (2)