Method for planning, scheduling and managing personnel

• US 5,911,134 A
• Filed: 10/12/1990
• Issued: 06/08/1999
• Est. Priority Date: 10/12/1990
• Status: Expired due to Term

• Current Assignee: IEX Corporation (Nice Ltd)
• Original Assignee: IEX Corporation (Nice Ltd)
• Inventors: Castonguay, Ronald M., Crockett, Gary B.
• Primary Examiner(s): Poinvil, Frantzy
• Application Number:
  US07/597,370
• Time in Patent Office: 3,161 Days
• Field of Search: 364/401, 364/408, 364/468, 379/34, 379/113, 379/140, 705/8-11
• US Class Current: 705/7.12
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06314 Calendaring for a resource
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• 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 begins by organizing the team of servers into a plurality of management units, each management unit having one or more groups of individual servers. One or more tour templates, each describing a bounded work shift having work rules and operating constraints, are then defined. A forecast is then generated 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 then allocates expected event load among the plurality of management units according to a predetermined number of servers expected to be available at each management unit during the forecast time period. Thereafter, the tour templates are correlated with the forecast to generate a set of tours for each management unit, each tour defining a work schedule for the forecast time period for a theoretical server of the management unit. The individual servers of each management unit are then assigned to to the generated tours for the management unit.

Claims

1. A method, using a central computer and a plurality of workstation computers connected to the central computer for planning and managing personnel in 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 responsible for servicing the event load, each of the central and workstation computers including a processor, comprising the steps of:

(a) organizing the team of servers responsible for servicing the constantly varying event load into a plurality of management units, each management unit having at least one workstation computer for managing one or more groups of individual servers at unit and for communicating with the central computer;

(b) using the processor of the central computer to generate a forecast of (i) an event load expected to occur during intervals of a forecast time period, and (ii) a number of servers required to service the expected event load during each interval of the forecast time period;

(c) using the processor of the central computer to allocate the expected event load among the plurality of management units according to a predetermined number of servers expected to be available at each management unit during each interval of the forecast time period; and

(d) using the processor of the central computer to reallocate the expected event load among the plurality of management units during one or more intervals of the forecast time period, the reallocated event load being communicated from the central computer to the management unit workstation computers.

2. The method as described in claim 1 wherein the reallocate step includes the steps of:

using the processor of the central computer to process actual event load data during the forecast time period and generating a reforecast of event load expected to occur during remaining intervals of the forecast time period and a number of servers required to service the expected event load during each remaining interval of the forecast time period; and

using the processor of the central computer to modify the allocations of expected event load as determined in step (c) based on the reforecast.

3. The method as described in claim 1 wherein the real step includes the steps of:

using the processor of the workstation computer to process changes made to one or more server schedules at a particular management unit to determine how such changes affect the particular management unit'"'"'s event handling capabilities for the intervals changed; and

using the processor of the central computer to modify the allocations of expected event load as determined in step (c) for all of the management units based on the changes made to one or more server schedules processed at the particular management unit.

4. The method as described in claim 1 wherein at least one or more of the management units are remotely located.