Method and system for skills-based planning and scheduling in a workforce contact center environment

• US 6,970,829 B1
• Filed: 02/14/2000
• Issued: 11/29/2005
• Est. Priority Date: 02/14/2000
• Status: Expired due to Term

• Current Assignee: IEX Corporation (Nice Ltd)
• Original Assignee: IEX Corporation (Nice Ltd)
• Inventors: Leamon, Paul H.
• Primary Examiner(s): Garg, Yogesh C.
• Application Number:
  US09/504,330
• Time in Patent Office: 2,115 Days
• Field of Search: G06/F01.7/60, 705/26, 705 8- 10, 705/7, 705/14, 379/265.05, 379/265.02, 379/266.01, 379/266.09, 370/270, 709/238, 06/F
• US Class Current: 705/7.14
• 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
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities

Abstract

A method of forecasting, allocating and scheduling in a single or multi-site skills-based contact or call center environment organized into a hierarchy of zero or more business units at a first, upper level, one or more contact types at a second, intermediate level, and one or more management units at a third, lower level. A user creates (a) a set of given contact allocations that define how contacts are distributed from a given business unit to multiple contact types, and (b) a set of given requirement allocations that define how agent requirements are distributed from a contact type to one or more management units. Agent availability by contact type is then predicted to generate agent availability data. Thereafter, forecasted contacts and forecasted agent requirements are allocated based on the given contact and requirement allocations as well as the agent availability data. Preferably, the agent availability data is predicted using a schedule simulator and is characterized by contact type for agents in the same skill group.

Claims

1. A method of allocating and scheduling requirements for agents in a multiple location, skills-based contact center environment organized into a hierarchy of one or more aggregated contact types at a first level, multiple contact types at a second level, and two or more management units at a third level, comprising the steps of:

(a) creating a set of contact allocations that define how forecasted contacts are allocated from each of the one or more aggregated contact types at the first level to the multiple contact types at the second level, with each contact type of the multiple contact types at the second level being defined by one or more queues all located at a geographically distinct location, there being at least two or more geographically distinct locations in the multiple location skills-based contact center environment, wherein the step of creating a set of contact allocations allocates the forecasted contacts using agent availability data per each of the contact types of a given aggregated contact type and each time interval to be allocated, and wherein agent availability data is predicted by schedule simulation of agents working their schedules and handling contacts in the skills-based contact center environment;

(b) creating a set of agent requirement allocations that define how agent requirements are allocated from the multiple contact types to two or more management units, each management unit defining a collection of agents at least some of whom have multiple skills wherein the step of creating a set of agent requirement allocations allocates the forecasted agent requirements using agent availability data per each of the contact types of a given aggregated contact type and each time interval to be allocated, wherein the agent availability data is predicted by schedule simulation of agents working their schedules and handling contacts in the skills-based contact center environment;

(c) allocating forecasted contacts and forecasted agent requirements based on the created contact and agent requirement allocations;

(d) using the allocated forecasted agent requirements to generate a schedule for each of the plurality of scheduled agents; and

(e) repeating steps (a)–

(d) until an output of a set of contact allocations and a set of agent requirement allocations occurs;

wherein at least the schedule simulation and at least one of steps (c)–

(e) are performed at least in part through one or more processing devices.

2. The method as described in claim 1 wherein the created contact allocations are at least minimum contact allocations, wherein the minimum contact allocations are defined by a user.

3. The method as described in claim 2 wherein the created agent requirement allocations are minimum agent requirement allocations.

4. The method as described in claim 1 wherein the created contact allocations are at most maximum contact allocations, wherein the maximum contact allocations are defined by a user.

5. The method as described in claim 4 wherein the created agent requirement allocations are maximum agent requirement allocations.

6. The method as described in claim 1 wherein the created contact allocations are from the minimum to the maximum contact allocations, wherein the minimum and maximum contact allocations are defined by a user.

7. The method as described in claim 6 wherein the created agent requirement allocations are minimum and maximum agent requirement allocations.

8. The method as described in claim 1 further including the step of generating agent schedules for the management units.

9. The method as described in claim 1 wherein a management unit is located at a given contact center location in the multiple location, skills-based contact center environment.

10. The method as described in claim 1 wherein the contact center environment is a telephone call center.

11. The method as described in claim 1 wherein the contact center environment is a contact center that handles a contact selected from the group consisting of:

telephone calls, voice mails, emails, faxes, mail, web callback requests, web chats, web voice calls, web video calls and outbound calls.

12. A method of allocating and scheduling in a multi-location, skills-based call center environment, comprising the steps of

organizing the call center environment into a hierarchy of one or more aggregated call types at a first level, multiple call types at a second level, and a set of two or more management units at a third level;

(a) having a user create a set of given call allocations that define how calls are allocated from each of the one or more aggregated call types at the first level to the multiple call types at the second level, with each call type of the multiple call types at the second level being defined by one or more queues all located at a geographically distinct location, there being at least two or more geographically distinct locations in the multiple location, skills-based call center environment;

(b) having the user create a set of given agent requirement allocations that define how agent requirements are allocated from the multiple call types to two or more management units, each management unit defining a collection of a eats at least some of whom have multiple skills;

(c) predicting agent availability by call type using a schedule simulation to generate agent availability data, wherein the simulation data corresponds to agents working their schedules and handling contacts in the multi-location, skills-based contact center environment;

(d) allocating forecasted calls and forecasted agent requirements based on the given call and requirement allocations and the agent availability data;

(e) using the allocated forecasted agent requirements to generate a schedule for each of the plurality of scheduled agents; and

(f) repeating the steps (a)–

(e) until an output of a set of call allocations and a set of requirement allocations occurs;

wherein at least the schedule simulation and at least one of steps (c)–

(e) are performed at least in part using one or more processing devices.

13. The method as described in claim 12 wherein the given call allocations and the given agent requirement allocations are minimum values.

14. The method as described in claim 12 wherein the given call allocations and the given agent requirement allocations are maximum values.

15. The method as described in claim 12 wherein the given call allocations and the given agent requirement allocations are minimum and maximum values.

16. An allocation method operative in a multi-location, skills-based contact center environment, comprising:

(a) organizing the contact center environment into a hierarchy of one or more aggregated contact types at a first level, multiple contact types at a second level, and a set of two or more management units at a third level;

(b) allocating a percentage of incoming contacts from each of the one or more aggregated contact types, at the first level to the multiple contact types at the second level, with each contact type of the multiple contact types at the second level being defined by one or more queues all located at a geographically distinct location, there being at least two or more geographically distinct locations in the multiple location, skills-based contact center environment;

(c) allocating agent requirements for a given contact type to one or more management units by predicting agent availability data using a schedule simulation of agents working their schedules and handling contacts in the multi-location, skills-based contact center environment, each management unit defining a collection of agents at least some of whom have multiple skills;

(d) using the allocated forecasted agent requirements to generate a schedule for each of the plurality of scheduled agents; and

(e) repeating steps (b)–

(d) until an output of a set of contact allocations and a set of requirement allocations occurs;

wherein at least the schedule simulation and at least one of steps (c)–

(d) are performed at least in part using one or more processing devices.

17. The method as described in claim 16 wherein a given contact type is associated with a given automatic call distributor (ACD).

18. An allocation method operative in a multi-location, skills-based contact center environment, comprising

(a) organizing the contact center environment into a hierarchy of one or more aggregated contact types at a first level, multiple contact types at a second level, and a set of two or more management units at a third level,

(b) allocating a percentage of contacts from each of the one or more aggregated contact types at the first level to the multiple contact types at the second level, with each contact type of the multiple contact types at the second level being defined by one or more queues all located at a geo graphically distinct location, there being at least two or more geographically distinct locations in the multiple location skills-based contact center environment;

(c) allocating agent requirements for the multiple contact types to two or more management units by predicting agent availability data using a schedule simulation of agents working their schedules and handling contacts in the multi-location skills-based contact center environment;

(d) using the allocated forecasted agent requirements to generate a schedule for each of the plurality of scheduled agents;

(e) repeating steps (b)–

(d) until an output of a set of contact allocations and a set of requirement allocations occurs;

wherein at least the schedule simulation and at least one of steps (c)–

(d) are performed at least in part using one or more processing devices.

19. The method as described in claim 18 wherein a given management unit is a collection of agents at least some of which are multi-skilled.

20. The method as described in claim 18 wherein a given contact type is associated with a contact distributor.