Tour/schedule generation for a force management system

• US 5,325,292 A
• Filed: 07/26/1993
• Issued: 06/28/1994
• Est. Priority Date: 10/12/1990
• Status: Expired due to Term

• Current Assignee: IEX Corporation (Nice Ltd)
• Original Assignee: Gary B. Crockett
• Inventors: Crockett, Gary B.
• Primary Examiner(s): Envall, Jr., Roy N.
• Assistant Examiner(s): Poinvil, Frantzy
• Application Number:
  US08/097,330
• Time in Patent Office: 337 Days
• Field of Search: 364/401, 364/406, 364/408, 364/468, 379/34, 379/113, 379/140
• US Class Current: 705/7.18
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/1093 Calendar-based scheduling for persons or groups
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method for planning, scheduling and managing personnel in an environment in which there is a varying workload by time of day and by day of week to be staffed with a team having a variable number of servers. The method defines one or more tour templates, each describing a bounded work shift having work rules and operating constraints. Per-server preferences for particular kinds of work schedules within the limits imposed by the tour templates are also defined, as are various selection policy rules for determining which servers work when the number of servers exceeds the demand therefor. After generating a forecast of an event load expected to occur during a forecast time period and a number of servers required to service the expected event load during the forecast time period, the method correlates the tour templates with the forecast to generate a set of optimal tours, each tour defining a daily work schedule for the forecast time period for a theoretical server. Then, the individual servers are automatically scheduled to the generated tours according to the preferences and the selection policy rules.

Claims

1. A method, using a computer, for scheduling personnel, the computer including a processor, an interface device and a memory for storing a control program and data, comprising the steps of:

(a) using the interface device to define one or more tour templates, each of said tour templates describing a bounded work shift having work rules and operating constraints for an environment in which there is a constantly varying event load by time of day and by day of week, the personnel including a team of servers of substantially equal skill responsible for servicing the constantly varying event load;

(b) using the interface device to define per-server preferences for particular kinds of work schedules within the limits imposed by said tour templates;

(c) using the interface device to define selection policy rules for determining which servers work when the number of servers exceeds a demand therefor;

(d) using the processor and data stored in the memory to generate a forecast of an event load expected to occur during a forecast time period and a number of servers required to service said forecasted event load during said forecast time period;

(e) using the processor and the control program to correlate the tour templates with the forecast to generate a set of candidate tours, each candidate tour defining a daily work schedule uniquely associated with the forecasted event load for a particular day yet theoretically fillable by any one of the personnel; and

(f) using the processor and the control program to automatically schedule said servers to the candidate tours according to the preferences and the selection policy rules.

2. The method for scheduling personnel as described in claim 1 wherein step (f) comprises the steps of:

using the processor and the control program to calculate a server'"'"'s available coverage for the tour templates the server may use on a given day;

using the processor and the control program to calculate a total coverage for all servers for each of a plurality of predetermined time intervals for each day of a week; and

using the processor and the control program to determine a priority of days of the week for tour generation.

3. The method for scheduling personnel as described in claim 2 wherein step (f) further comprises the steps of:

using the processor and the control program to determine whether there are any days of the week that have staffing requirements that can be satisfied;

if that are any days of the week that have staffing requirements that can be satisfied, using the processor and the control program to determine which of said days has a highest priority; and

for the highest priority day, using the processor and the control program to select a server for whom a tour should be generated.

4. The method for scheduling personnel as described in claim 3 wherein step (f) further comprises the steps of:

using the processor and the control program to select a tour template for the server for whom a tour should be generated; and

using the processor and the control program to generate a tour for the server using the selected tour template.