SYSTEMS AND METHODS FOR AUTOMATING WORKFORCE MANAGEMENT SYSTEMS
An automated WFM system is provided that automates many of the tasks that were previously handled by a user or administrator associated with the system. The system handles forecast and schedule generation, as well as employee (e.g., agent) requests automatically and without any need for input from a user or administrator. The system minimizes the need for a dedicated employee to handle WFM, and only requests input for a user or administrator as a last resort.
1 . A method comprising:
generating a forecast for a plurality of queues associated with an entity for a plurality of intervals by a computing device;
determining if the generated forecast passes each forecast test of a plurality of forecast tests for the plurality of queues by the computing device; and
if it is determined that the generated forecast passes the plurality of forecast tests for the plurality of queues, generating a schedule based on the generated forecast by the computing device.
2 . The method of claim 1 , if it is determined that the generated forecast does not pass the plurality of forecast tests, providing the generated forecast to an administrator for review.
3 . The method of claim 1 , wherein the plurality of forecast tests comprises one or more of an interaction volume test and a confidence interval test.
4 . The method of claim 1 , further comprising:
before generating the forecast:
requesting information from an administrator about one or more events that influence the forecast.
5 . The method of claim 1 , further comprising:
before generating the forecast:
verifying that one or more historical volumes are present.
6 . The method of claim 1 , further comprising:
before generating the forecast:
determining that a new queue has been added to the plurality of queues; and
in response to the new queue, requesting that an administrator identify a similar queue from the plurality of queues to the new queue.
7 . The method of claim 1 , further comprising:
before generating the forecast:
determining any deleted queues of the plurality of queues.
8 . The method of claim 1 , further comprising:
before generating the forecast:
determining if any intervals of the plurality of intervals are associated with a holiday.
9 . The method of claim 1 , further comprising:
receiving a request to change the schedule from an agent of the plurality of agents;
determining whether the requested change will cause the agent to violate a work rule associated with the entity; and
if it is determined that the requested change will cause the agent to violate the work rules associated with the entity, denying the request.
10 . The method of claim 9 , further comprising:
if it is determined that the requested change will not cause the agent to violate the work rules associated with the entity, granting the request.
11 . The method of claim 1 , further comprising:
receiving a request to change the schedule from an agent of the plurality of agents;
determining whether the requested change will cause a service level to be violated; and
if it is determined that the requested change will cause the service level to be violated, denying the request.
12 . The method of claim 11 , further comprising:
if it is determined that the requested change will not cause the service level to be violated, granting the request.
13 . The method of claim 1 , further comprising adjusting one or more tolerances associated with the plurality of forecast tests.
14 . A system comprising:
at least one processor; and
a non-transitory computer readable medium comprising instructions that, when executed by the at least one processor, cause the system to:
generate a forecast for a plurality of queues associated with an entity for a plurality of intervals;
determine if the generated forecast passes each forecast test of a plurality of forecast tests for the plurality of queues; and
if it is determined that the generated forecast passes the plurality of forecast tests for the plurality of queues, generate a schedule based on the generated forecast.
15 . The system of claim 14 , if it is determined that the generated forecast does not pass the plurality of forecast tests, providing the generated forecast to an administrator for review.
16 . The system of claim 14 , wherein the plurality of forecast tests comprises one or more of an interaction volume test and a confidence interval test.
17 . The system of claim 14 , further comprising instructions that, when executed by the at least one processor, cause the system to:
before generating the forecast:
request information from an administrator about one or more events that influence the forecast.
18 . The system of claim 14 , further comprising instructions that, when executed by the at least one processor, cause the system to:
before generating the forecast:
verify that one or more historical volumes are present.
19 . The system of claim 14 , further comprising instructions that, when executed by the at least one processor, cause the system to:
before generating the forecast:
determine that a new queue has been added to the plurality of queues; and
in response to the new queue, request that an administrator identify a similar queue from the plurality of queues to the new queue.
20 . A non-transitory computer readable medium comprising instructions that, when executed by at least one processor, cause a computer system to:
generate a forecast for a plurality of queues associated with an entity for a plurality of intervals;
determine if the generated forecast passes each forecast test of a plurality of forecast tests for the plurality of queues; and
if it is determined that the generated forecast passes the plurality of forecast tests for the plurality of queues, generate a schedule based on the generated forecast.