Systems and methods or partial shift swapping

• US 20080082387A1
• Filed: 09/29/2006
• Published: 04/03/2008
• Est. Priority Date: 09/29/2006
• Status: Abandoned Application

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Tewari, Swati, Bourke, Michael Robert, Fama, Jason, Korenblit, Shmuel
• Application Number:
  US11/541,056
• Publication Number:
  US 20080082387A1
• Time in Patent Office: Days
• US Class Current: 705/8
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group

Abstract

Systems and methods of partial shift swapping are disclosed. An exemplary method comprises: receiving a partial shift swap request to swap a portion of a shift; and updating a schedule to reflect the partial shift swap request. The request is to swap a portion of the shift from an offering agent to an accepting agent. The shift has a date and at least one time range indicating the portion of the shift time range to be re-assigned to the accepting agent.

Claims

1. A computer-implemented method of partial shift swapping, the method comprising the steps of:

receiving a partial shift swap request to swap a portion of a shift from an offering agent to an accepting agent, the shift having a date and at least one time range indicating the portion of the shift time range to be re-assigned to the accepting agent; and

updating a schedule to reflect the partial shift swap request.

2. The method of claim 1, further comprising the step of:

determining a disposition of the partial shift request by applying a set of criteria associated with a validation rule to the partial shift swap request; and

if the disposition indicates the request is approved, updating the schedule to reflect the partial swap request.

3. The method of claim 1, further comprising the steps of:

applying a set of criteria associated with a hard validation rule to the partial shift swap request; and

if the partial shift swap request violates the hard validation rule, failing the partial shift swap request.

4. The method of claim 3, wherein one of the criteria associated with the hard validation rule includes a comparison of skills associated with the offering agent and skills associated with the accepting agent.

5. The method of claim 3, wherein one of the criteria associated with the hard validation rule includes verification that the shift associated with the offering agent exists in the schedule associated with the offering agent.

6. The method of claim 3, wherein one of the criteria associated with the hard validation rule includes verification that the shift associated with the offering agent is unmodified.

7. The method of claim 1, further comprising the steps of:

determining a disposition of the partial shift request by applying a set of criteria associated with a soft validation rule to the partial shift swap request;

if the disposition indicates the request is approved, updating the schedule to reflect the partial swap request; and

if the disposition indicates the request is denied, notifying at least one of the offering agent and the accepting agent of the denial.

8. The method of claim 1, further comprising the steps of:

applying a hard validation rule to the partial shift swap request;

if the partial shift swap request passes the hard violation rule, determining the disposition of the partial shift request by applying a set of criteria associated with a soft validation rule to the partial shift swap request;

if the disposition indicates the request is approved, updating the schedule to reflect the partial swap request; and

if the disposition indicates the request is denied, notifying at least one of the offering agent and the accepting agent of the denial.

9. The method of claim 8, further comprising the steps of:

if the disposition indicates the partial shift swap request is suspended, submitting the partial shift swap request for review by a user;

receiving a final disposition from the user indicating approval or denial of the partial shift swap request; and

if the final disposition indicates the partial shift swap request is denied, notifying at least one of the offering agent and the accepting agent of the denial.

10. A computer-readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing a computer-executed method of requesting a partial shift swap, the method comprising the steps of:

receiving a partial shift swap request to swap a portion of a shift from an offering agent to an accepting agent, the shift having a date and at least one time range indicating the portion of the shift time range to be re-assigned to the accepting agent; and

updating a schedule to reflect the partial shift swap request.

11. The computer-readable medium of claim 10, further comprising the step of:

determining a disposition of the partial shift request by applying a set of criteria associated with a validation rule to the partial shift swap request; and

if the disposition indicates the request is approved, updating the schedule to reflect the partial swap request.

12. The computer-readable medium of claim 10, further comprising the steps of:

applying a set of criteria associated with a hard validation rule to the partial shift swap request; and

if the partial shift swap request violates the hard validation rule, failing the partial shift swap request.

13. The computer-readable medium of claim 12, wherein one of the criteria associated with the hard validation rule includes a comparison of skills associated with the offering agent and skills associated with the accepting agent.

14. The computer-readable medium of claim 10, further comprising the steps of:

determining a disposition of the partial shift request by applying a set of criteria associated with a soft validation rule to the partial shift swap request;

if the disposition indicates the request is approved, updating the schedule to reflect the partial swap request; and

if the disposition indicates the request is denied, notifying at least one of the offering agent and the accepting agent of the denial.

15. The computer-readable medium of claim 14, wherein one of the criteria associated with the soft validation rule includes a comparison of the duration of the time range in the shift associated with the offering agent.

16. The computer-readable medium of claim 14, wherein one of the criteria associated with the soft validation rule relates to work rules for a campaign, the campaign associated with the shift associated with the offering agent.

17. The computer-readable medium of claim 14, wherein one of the criteria associated with the soft validation rule examines overlap between the shift associated with the accepting agent and one of an unavailable activity, a calendar-assigned activity, and a time-off activity.

18. The computer-readable medium of claim 14, wherein one of the criteria associated with the soft validation rule examines a gap between the shift associated with the accepting agent, as indicated in the swap request, and an already-assigned shift associated with the accepting agent.

19. The computer-readable medium of claim 10, further comprising the steps of:

applying a hard validation rule to the partial shift swap request;

if the partial shift swap request passes the hard violation rule, determining the disposition of the partial shift request by applying a set of criteria associated with a soft validation rule to the partial shift swap request;

if the disposition indicates the request is approved, updating the schedule to reflect the partial swap request; and

if the disposition indicates the request is denied, notifying at least one of the offering agent and the accepting agent of the denial.

20. The computer-readable medium of claim 19, further comprising the steps of:

if the disposition indicates the partial shift swap request is suspended, submitting the partial shift swap request for review by a user;

receiving a final disposition from the user indicating approval or denial of the partial shift swap request; and

if the final disposition indicates the partial shift swap request is denied, notifying at least one of the offering agent and the accepting agent of the denial.