Method and system for scheduling workload

• US 20040098295A1
• Filed: 11/14/2003
• Published: 05/20/2004
• Est. Priority Date: 11/15/2002
• Status: Abandoned Application

• Current Assignee: IEX Corporation (Nice Ltd)
• Original Assignee: IEX Corporation (Nice Ltd)
• Inventors: Barni, Meghan, Leamon, Paul Harold, Sarlay, John David
• Application Number:
  US10/714,017
• Publication Number:
  US 20040098295A1
• Time in Patent Office: Days
• US Class Current: 705/80
• CPC Class Codes: G06Q 50/188 Electronic negotiation
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

The present invention provides for rescheduling workload. A period is selected. A contacts forecasted to be received (CRF) value for the selected period is selected. A contacts forecasted to be handled (CHF) value for the selected period is selected. A volume of contacts that can be handled based on agent schedules (CHS) is calculated. A contacts handled intraday value (CHI) is determined based on these values, possibly also using values for contacts actually received and handled and perhaps using backlog values and/or backlog threshold values. The CHI value is then overwritten as a function of the CHI value of a previous period, the contacts actually handled (CHA) value of a previous period, and other metrics of contact processing.

Claims

1. A method for rescheduling workload, comprising:

selecting a period;

selecting a contacts forecasted to be received (CRF) value for the selected period;

selecting a contacts forecasted to be handled (CHF) value for the selected period;

generating a contacts handled intraday value (CHI) for the selected period as at least a function of the (CHF) value for the selected period; and

performing at least part of one or more steps above on at least one processing device.

2. The processing device of claim 1, wherein the device is an electronic device.

3. The method of claim 1, further comprising setting a contacts to be received intraday (CRI) value for the selected period equal to the CRF value for the selected period.

4. The method of claim 1, further comprising incrementing the selected period to a next period.

5. The method of claim 1, further comprising setting the CHI value to equal the CHF value for a plurality of periods.

6. The method of claim 1, further comprising determining a preliminary CHI value for the selected period.

7. The method of claim 1, further comprising summing a propagation of at least one CRA value or at least one CRI value, or both, to the selected period to obtain a preliminary CHI value.

8. The method of claim 6, further comprising determining whether a number of contacts actually handled (CHA) value in a previous period is available.

9. The method of claim 8, further comprising wherein if the CHA value of a previous period is available, updating the CHI value for the selected period as a function of the preliminary CHI value of the selected period, the CHI value for a previous period and the CHA value for the same previous period.

10. The method of claim 9, further comprising wherein if the CHI value for the previous period is greater than the CHA value for the previous period, updating the CHI value for the present period by adding a difference between the CHI value of the previous period and the CHA value of the previous period to the preliminary CHI value of the selected period.

11. The method of claim 9, wherein if the CHI value for the previous period is not greater than the CHA value for the previous period, updating the CHI value for the selected period equal to the preliminary CHI value for the selected period.

12. The method of claim 8, further comprising wherein if the CHA value of the previous period is not available, generating the CHI value for the selected period as a function of the preliminary CHI value of the selected period, the CHI value for a previous period and a contacts handled scheduled (CHS) value for the same previous period.

13. The method of claim 12, further comprising wherein if the CHI value for the previous period is greater than the CHS value for the previous period, updating the CHI value for the present period by adding the difference between the CHI value of the previous period and the CHS value of the previous period to the preliminary CHI value of the selected period.

14. The method of claim 12, further comprising wherein if the CHI value for the previous period is not greater than the CHS for the previous period, updating the CHI value for the present period equal to the preliminary CHI value for the selected period.

15. A method for processing a backlog in a contact center environment, comprising:

determining whether a backlog value exceeds a threshold value; and

updating a contacts handled intraday (CHI) value for at least one time period as a function of the backlog value.

16. The method of claim 15, wherein the step of updating the CHI value is performed as a function of a threshold value.

17. The method of claim 15, wherein the backlog is an actual total backlog value.

18. The method of claim 17, further comprising calculating the actual backlog value as a sum of an expired backlog value and an unexpired backlog value.

19. The method of claim 15, wherein the backlog is an intraday expired backlog value.

20. The method of claim 17, further comprising calculating the intraday expired backlog value as a difference between an expired total backlog value and an intraday unexpired backlog value.

21. The method of claim 16, further comprising updating the CHI value for a plurality of periods.

22. A system for calculating a contacts handled intraday value, comprising:

a server for providing contacts data;

a management system coupled to the server, wherein the management system is configured to generate and update a contact handled intraday (CHI) value for at least one time period.

23. The system of claim 22, further comprising a database coupled to the management system, wherein the database is configured to store contacts.

24. The system of claim 22, wherein the contact comprises at least one e-mail message.

25. The system of claim 22, wherein the contact comprises at least one telephone message.

26. A computer program product for rescheduling workload, the computer program product having a medium with a computer program embodied thereon, the computer program comprising:

code for selecting a period;

code for selecting a contacts forecasted to be received (CRF) value for the selected period;

code for selecting a contacts forecasted to be handled (CHF) value for the selected period;

code for generating a contacts handled intraday value (CHI) for the selected period as a function of the (CHF) value for the selected period; and

code for updating the CHI value.

27. A processor for rescheduling workload, the processor including a computer program comprising:

code for selecting a period;

code for selecting a contacts forecasted to be received (CRF) value for the selected period;

code for selecting a contacts forecasted to be handled (CHF) value for the selected period;

code for generating a contacts handled intraday value (CHI) for the selected period equal to the (CHF) value for the selected period; and

code for updating the CHI value.