Dynamic schedule profiler for ACD

• US 6,005,932 A
• Filed: 12/24/1997
• Issued: 12/21/1999
• Est. Priority Date: 12/24/1997
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Semiconductor Systems Inc. (Synaptics Incorporated)
• Inventors: Bloom, Joseph
• Primary Examiner(s): LOOMIS, PAUL A
• Application Number:
  US08/998,127
• Time in Patent Office: 727 Days
• Field of Search: 379/34, 379/113, 379/265, 379/266, 379/267, 379/309
• US Class Current: 379/265.14
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A method and apparatus are provided for scheduling agents supporting operation of an ACD. The method includes the steps of establishing a scheduling period and identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period. The method further includes the step of applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period which generally periodic deviation schedule is periodic over a plurality of days of the scheduling period.

Claims

1. A method of scheduling agents supporting operation of an ACD, such method comprising the steps of:

establishing a scheduling period;

identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period;

applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period which generally periodic deviation schedule is periodic over a plurality of days of the scheduling period.

2. The method as in claim 1 wherein the step of establishing the scheduling period further comprises selecting fourteen days as the scheduling period.

3. The method as in claim 1 wherein the step of establishing the scheduling period further comprises including a shift start time and a shift end time for each work day as scheduling information for the scheduling period.

4. The method as in claim 1 wherein the step of establishing the scheduling period further comprises entering the scheduling period into a processor of the ACD.

5. The method as in claim 4 wherein the step of identifying the plurality of agents further comprises entering an identifier of each agent of the plurality of agents into the processor of the ACD.

6. The method as in claim 4 wherein the step of applying a generally periodic deviation schedule further comprises importing the generally periodic deviation schedule from an agent file of a database of the ACD into the schedule for each agent of the plurality of agents.

7. The method as in claim 1 further comprising comparing a time and date of sign-on with the ACD of an agent of the plurality of agents with a corresponding time and date of the schedule and noting any difference as a deviation for the date.

8. The method as in claim 7 further comprising comparing the deviation of the agent for the time and date with an authorized deviation of a corresponding time and date of the generally periodic deviation schedule and where the difference for the date exceeds the authorized deviation determining that the deviation constitutes an unauthorized deviation.

9. The method as in claim 1 further comprising comparing a time and date of sign-off with the ACD of an agent of the plurality of agents with a corresponding time and date of the schedule and noting any difference as a deviation for the date.

10. The method as in claim 9 further comprising comparing the deviation of the agent for the time and date with an authorized deviation of a corresponding time and date of the generally periodic deviation schedule and where the difference for the date exceeds the authorized deviation determining that the deviation constitutes an unauthorized deviation.

11. Apparatus for scheduling agents supporting operation of an ACD, such apparatus comprising:

means for establishing a scheduling period;

means for identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period; and

means for applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period of the agent which generally periodic deviation schedule is periodic over a plurality of days during the scheduling period.

12. The apparatus as in claim 11 wherein the means for establishing the scheduling period further comprises means for selecting fourteen days as the scheduling period.

13. The apparatus as in claim 11 wherein the means for establishing the scheduling period further comprises means for including a shift start time and a shift end time for each work day as scheduling information for the scheduling period.

14. The apparatus as in claim 11 wherein the means for establishing the scheduling period further comprises means for entering the scheduling period into a processor of the ACD.

15. The apparatus as in claim 14 wherein the means for identifying the plurality of agents further comprises means for entering an identifier of each agent of the plurality of agents into the processor of the ACD.

16. The apparatus as in claim 14 wherein the means for applying a generally periodic deviation schedule further comprises means for importing the generally periodic deviation schedule from an agent file of a database of the ACD into the schedule for each agent of the plurality of agents.

17. The apparatus as in claim 11 further comprising means for comparing a time and date of sign-on with the ACD of an agent of the plurality of agents with a corresponding time and date of the schedule and noting any difference as a deviation for the date.

18. The apparatus as in claim 17 further comprising means for comparing the deviation of the agent for the time and date with an authorized deviation of a corresponding time and date of the generally periodic deviation schedule and where the difference for the date exceeds the authorized deviation determining that the deviation constitutes an unauthorized deviation.

19. The apparatus as in claim 11 further comprising means for comparing a time and date of sign-off with the ACD of an agent of the plurality of agents with a corresponding time and date of the schedule and noting any difference as a deviation for the date.

20. The apparatus as in claim 19 further comprising means for comparing the deviation of the agent for the time and date with an authorized deviation of a corresponding time and date of the generally periodic deviation schedule and where the difference for the date exceeds the authorized deviation determining that the deviation constitutes an unauthorized deviation.

21. Apparatus for scheduling agents supporting operation of an automatic call distributor, such apparatus comprising:

a server which establishes a scheduling period;

a terminal which identifies a plurality of agents to the automatic call distributor for supporting the operation of the automatic call distributor during the scheduling period; and

a processor of the automatic call distributor which applies a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period of the agent which generally periodic duration schedule is periodic over a plurality of days during the scheduling period.

22. The apparatus as in claim 21 wherein the server which establishes a scheduling period further comprises a scheduling application.

23. The apparatus as in claim 21 wherein the server which establishes the scheduling period further comprises a display monitor which displays a deviation entry window.

24. The apparatus as in claim 21 wherein the processor which applies the generally periodic deviation schedule further comprises a supervisor'"'"'s terminal which imports the generally periodic deviation schedule into the scheduling period from a database.

25. The apparatus as in claim 21 further comprising an agent terminal which is used by the agent to sign-on in accordance with a schedule of the scheduling period.

26. The apparatus as in claim 25 wherein the processor which applies the generally periodic scheduling period further comprises a schedule comparator which compares the schedule of the agent with a sign-on time of the agent to determine a schedule deviation.

27. The apparatus as in claim 26 wherein the processor which applies the generally periodic scheduling period further comprises a deviation comparator which compares the schedule deviation of the agent with the generally periodic deviation profile for the agent and where the schedule deviation exceeds an allowed deviation of the generally periodic deviation profile generates an unauthorized deviation notice at a supervisor'"'"'s terminal.