Granted Patent B2

US 12,299,614 · App. 18/321,154 · Granted May 13, 2025

Inventors: Jonathan M. Silverman (Palo Alto, CA); Edward O. Hamilton (Mount Hamilton, CA); Nicholas Mortimer (Sheffield, GB)

Assignee: Verint Americas Inc.

G06Q10/06312G06Q10/1097

Abstract

Claims (80)

1. A method for calibrating scheduling model parameters of a work force management (WFM) scheduling model, comprising:

obtaining, by a modeler in a schedule analyzer of a WFM system, modeling data for a previous period comprising:

forecasted demands;

a published schedule;

predicted service levels;

actual demands;

an actual schedule;

actual service levels; and

scheduling model parameters comprising a shrinkage and user-set calibration parameters, wherein the user-set calibration parameters comprise core parameters and a modeling factor;

executing the following calibration:

instructing, by a calibration director and interface (CDI) of the WFM system, a statistics predictor and the modeler in a demand-shrinkage controlled mode, to compute, a first calibration-error metric e(M[D,S]) as a function of the actual demands, the actual schedule, the shrinkage set to zero, the core parameters, and the actual service levels, wherein the statistics predictor, and the modeler are comprised in the schedule analyzer;

receiving, by the CDI, the first calibration-error metric e(M[D,S]); and

displaying, by the CDI, the first calibration-error metric on an input/output device (I/O device) of the WFM system;

repeating the following process separately for each of the user-set calibration parameters, until the CDI receives an input from the I/O device to stop adjusting for the user-set calibration parameters, wherein the input to stop is based on achieving target user-set calibration parameters, and wherein the modeling factor is calibrated independently from the shrinkage:

receiving, by the CDI from the I/O device, an adjustment to a value for each of the user-set calibration parameters;

transmitting, by the CDI to the modeler, the adjustment to the value for each of the user-set calibration parameters;

instructing, by the CDI, the modeler to compute a new first calibration-error metric e(M[D,S]), substituting an adjustment value for those used in the computation of the first calibration-error metric;

receiving, by the CDI from the modeler, the new first calibration-error metric; and

displaying, by the CDI to the I/O device, the new first calibration-error metric;

instructing, by the CDI, the statistics predictor, and the modeler in a demand controlled mode, to compute, a second calibration-error metric as a function of the actual demand, the published schedule, the shrinkage, calibrated core parameters, the calibrated modeling factor and the actual service levels;

receiving, by the CDI, the second calibration-error metric e(M[D]);

displaying, by the CDI, a calibration-error metric difference e(M[D,S])−e(M[D]) on the I/O device;

receiving, by the CDI from the I/O device, an adjustment to the shrinkage;

transmitting, by the CDI, to the modeler the adjustment to the shrinkage and the calibrated core parameters and the calibrated modeling factor;

repeating the following, until the CDI receives an input from the I/O device to stop adjusting, wherein the input to stop is based on achieving a target calibration shrinkage, wherein the shrinkage is calibrated independently from the modeling factor:

receiving, by the CDI from the I/O device, an adjustment to the shrinkage;

transmitting, by the CDI to the modeler, the adjustment to the shrinkage;

instructing, by the CDI the modeler to compute a new second calibration-error metric e(M[D]), substituting the adjustment to the shrinkage for those used in the computation of the second calibration-error metric;

receiving, by the CDI from the modeler, the new second calibration-error metric;

displaying, by the CDI to the I/O device, the new second calibration-error metric;

updating a WFM database of the WFM system with the calibrated core parameters, the calibrated modeling factor, and the calibrated shrinkage, replacing core parameters, a modeling factor, and shrinkage from the previous period;

determining a difference between the first calibration-error metric and the second calibration-error metric to determine a scheduling error metric attributable to shrinkage; and

responsive to determining that (a) the new second calibration-error metric, and (b) the determined scheduling error metric attributable to shrinkage are each within a predetermined threshold, automatically updating the WFM scheduling model based on the calibrated core parameters, the calibrated modeling factor, and the calibrated shrinkage.

2. The method of claim 1 , wherein the user-set calibration parameters are calibrated such that the core parameters are calibrated before the modeling factor.

3. The method of claim 1 , further comprising:

receiving, by the CDI, predicted service levels and the actual service levels;

calculating, by the CDI, a scheduling error metric e(M); and

displaying, by the CDI on the I/O device, a calibration health indicator configured to indicate a difference between the scheduling error metric and a predetermined scheduling model error tolerance.

4. The method of claim 1 wherein, the I/O device instructs the WFM system to start calibration of scheduling model parameters.

5. The method of claim 1 , wherein the CDI stores in the WFM database, the modeling data calibrated by the method as historical calibrated modeling data, and the first and second calibration-error metrics.

6. The method of claim 1 , further comprising

instructing, by the CDI, a schedule optimizer, the statistics predictor and the modeler, in a shrinkage controlled mode, to compute, a third calibration-error metric e(M[S]) as a function of the forecasted demand, the actual schedule, a shrinkage set to zero, the calibrated core parameters, the calibrated modeling factor, and the actual service levels;

performing, by the CDI, one of the following: saving the third calibration-error metric in the WFM database, alerting an I/O device of a user of the WFM system, or any combination thereof.

7. A system for calibrating modeling data of a work force management (WFM) system, comprising:

a memory comprising instructions that when executed on a processor cause the system to perform a method comprising:

receive, by a modeler in a schedule analyzer of the WFM system, modeling data for a previous period comprising: forecasted demands; a published schedule; predicted service levels; actual demands; an actual schedule; actual service levels; and scheduling model parameters comprising a shrinkage and user-set calibration parameters, wherein the user-set calibration parameters comprise core parameters and a modeling factor;

execute the following calibration:

instruct, by a calibration director and interface (CDI) of the WFM system, a statistics predictor and the modeler in a demand-shrinkage controlled mode, to compute, a first calibration-error metric e(M[D,S]) as a function of the actual demands, the actual schedule, the shrinkage set to zero, the core parameters, and the actual service levels, wherein the statistics predictor, and the modeler are comprised in the schedule analyzer;

receive, by the CDI, the first calibration-error metric e(M[D,S]);

display, by the CDI, the first calibration-error metric on an input/output device (I/O device) of the WFM system;

repeat the following process separately for each of the user-set calibration parameters, until the CDI receives an input from the I/O device to stop adjusting for the user-set calibration parameters, wherein the input to stop is based on achieving target calibration of the user-set calibration parameters, and wherein the modeling factor is calibrated independently from the shrinkage;

(i) receive, by the CDI from the I/O device, an adjustment to a value for each of the user-set calibration parameters;

(ii) transmit, by the CDI to the modeler, the adjustment to the value for each of the user-set calibration parameters;

(iii) instruct, by the CDI, the modeler to compute a new first calibration-error metric e(M[D,S]), substituting an adjustment value for those used in the computation of the first calibration-error metric;

(iv) receive, by the CDI from the modeler, the new first calibration-error metric; and

(v) display, by the CDI to the I/O device, the new first calibration-error metric;

instruct, by the CDI, the statistics predictor, and the modeler in a demand controlled mode, to compute, a second calibration-error metric as a function of the actual demand, the published schedule, the shrinkage, the calibrated core parameters, the calibrated modeling factor and the actual service levels;

receive, by the CDI, the second calibration-error metric e(M[D]);

display, by the CDI, a calibration-error metric difference e(M[D,S])−e(M[D]) on the I/O device;

receive, by the CDI from the I/O device, an adjustment to the shrinkage;

transmit, by the CDI, to the modeler the adjustment to the shrinkage and the calibrated core parameters and the calibrated modeling factor;

repeat the following, until the CDI receives an input from the I/O device to stop adjusting, wherein the input to stop is based on achieving a target calibration shrinkage, wherein the shrinkage is calibrated independently from the modeling factor:

(i) receive, by the CDI from the I/O device, an adjustment to the shrinkage;

(ii) transmit, by the CDI to the modeler, the adjustment to the shrinkage;

(iii) instruct, by the CDI the modeler to compute a new second calibration-error metric e(M[D]), substituting the adjustment to the shrinkage for those used in the computation of the second calibration-error metric;

(iv) receive, by the CDI from the modeler, the new second calibration-error metric;

(v) display, by the CDI to the I/O device, the new second calibration-error metric;

update a WFM database of the WFM system with the calibrated core parameters, the calibrated modeling factor, and the calibrated shrinkage, replacing core parameters, a modeling factor, and shrinkage from the previous period;

determine a difference between the first calibration-error metric and the second calibration-error metric to determine a scheduling error metric attributable to shrinkage; and

responsive to determining that (a) the new second calibration-error metric, and (b) the determined scheduling error metric attributable to shrinkage are each within a predetermined threshold, automatically update the WFM scheduling model based on the calibrated core parameters, the calibrated modeling factor, and the calibrated shrinkage.

8. The system of claim 7 , wherein the user-set calibration parameters are calibrated such that the core parameters are calibrated before the modeling factor.

9. The system of claim 7 , further comprising receive, by the CDI, predicted service levels and the actual service levels;

calculate, by the CDI, a scheduling error metric e(M); and

display, by the CDI on the I/O device, a calibration health indicator configured to indicate

a difference between the scheduling error metric and a predetermined scheduling model error tolerance.

10. The system of claim 7 , wherein the CDI stores in the WFM database, the modeling data calibrated by the method as historical calibrated modeling data, and the first and second calibration-error metrics.

11. The system of claim 7 , further comprising

instruct, by the CDI, a schedule optimizer, the statistics predictor and the modeler, in a shrinkage controlled mode, to compute, a third calibration-error metric e(M[S]) as a function of the forecasted demand, the actual schedule, a shrinkage set to zero, the calibrated core parameters, the calibrated modeling factor, and the actual service levels;

perform, by the CDI, one of the following: saving the third calibration-error metric in the WFM database, alerting an I/O device of a user of the WFM system, or any combination thereof.

12. The system of claim 7 , further comprising a calibration health indicator configured to display a scheduling model health level based on a calculated scheduling error metric, wherein the calculated scheduling error metric is determined in accordance with predicted service levels and the actual service levels.

Assignments (2)

Continuity (3)

References Cited (33)