System and method for generating forecasts and analysis of contact center behavior for planning purposes

• US 7,103,562 B2
• Filed: 05/17/2002
• Issued: 09/05/2006
• Est. Priority Date: 05/17/2001
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Bay Bridge Decision Technologies, Inc. (Genesys Cloud Services Incorporated)
• Inventors: Papadopoulos, Neofytos C., Kosiba, Eric D., Newhard, Douglas G.
• Primary Examiner(s): Hafiz, Tariq R.
• Assistant Examiner(s): BOYCE, ANDRE D
• Application Number:
  US10/146,894
• Publication Number:
  US 20020184069A1
• Time in Patent Office: 1,572 Days
• Field of Search: 705/10, 379/265, 379/266
• US Class Current: 705/7.38
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/105 Human resources
• 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 3/50 Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers H04M3/487 takes precedence; centralised dictation systems H04M11/10; Centralised arrangements for recording messages
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method of predicting expected performance of a processing center system is provided. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.

Claims

1. A method of predicting the operational performance of a call center system, the method comprising:

enabling a user to input into a computer model a first call volume for a first time period, the first time period including a series of component time periods;

enabling an entity to input into the computer model a first staffing level for the first time period and a first average handle time for the first time period;

providing a staffing level distribution for the first time period and an average handle time distribution for the first time period, the staffing level distribution or average handle time distribution for the first time period including a staffing level value or an average handle time value associated with each component time period of the series of component time periods within the first time period; and

determining within the computer model a first operational performance value for the first time period based on the first staffing level, the first call volume, the first average handle time, and at least one of the staffing level distribution for the first time period and the average handle time distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system;

wherein determining the first operational performance value for the first time period includes;

providing a call volume distribution for the first time period;

determining a second call volume for each component time period within the first time period based on the inputted first call volume and the provided call volume distribution for the first time period;

determining a second staffing level for each component time period within the first time period based on the inputted first staffing level and the provided staffing level distribution for the first time period;

determining a second average handle time for each component time period within the first time period based on the inputted first average handle time and the provided average handle time distribution for the first time period;

determining a second operational performance value for each component time period within the first time period based on the second staffing levels, second call volumes, and second average handle times; and

determining the first operational performance value based on the second operational performance values.

2. The method of claim 1, wherein a duration of the first time period is equal to the duration of the series of component time periods.

3. The method of claim 1, wherein the entity comprises a user.

4. The method of claim 1, wherein the first time period is a day and the component time period is an hour or a half hour.

5. The method of claim 4, wherein the hourly staffing level or hourly average handle time distribution for the day includes a normalized staffing level value or a normalized average handle time value for each hour of the day.

6. The method of claim 5, wherein the normalized staffing level values are percentages of a staffing level for the day.

7. The method of claim 5, wherein the normalized average handle time values are percentages of an average handle time for the day.

8. The method of claim 4, wherein determining a first operational performance value for the day comprises determining a first operational performance value for the day based on the inputted first staffing level for the day, the inputted first call volume for the day, the inputted first average handle time for the day, and the provided hourly distribution for the day of at least one of staffing level and average handle time.

9. The method of claim 4, wherein providing the staffing level or average handle time distribution for the day comprises providing a historic hourly distribution of staffing level or average handle time for one or more historic days and determining the staffing level or average handle time for the day based on the provided historic hourly distribution.

10. The method of claim 1, wherein the first time period is a week and the component time period is an hour or a half hour.

11. The method of claim 10, wherein the hourly staffing level or hourly average handle time distribution for the week includes a normalized staffing level value or a normalized average handle time value for each hour of the week.

12. The method of claim 11, wherein the normalized staffing level values are percentages of a staffing level for the week.

13. The method of claim 11, wherein the normalized average handle time values are percentages of an average handle time for the week.

14. The method of claim 10, wherein determining a first operational performance value for the week comprises determining a first operational performance value for the week based on the inputted first staffing level for the week, the inputted first call volume for the week, the inputted first average handle time for the week, and the provided hourly distribution for the week of at least one of staffing level and average handle time.

15. The method of claim 10, wherein providing the staffing level or average handle time distribution for the week comprises providing a historic hourly distribution of staffing level or average handle time for one or more historic days and determining the staffing level or average handle time for the week based on the provided historic hourly distribution.

16. The method of claim 1, wherein the first time period is a month and the component time period is an hour or a half hour.

17. The method of claim 16, wherein the hourly staffing level or hourly average handle time distribution for the month includes a normalized staffing level value or a normalized average handle time value for each hour of the month.

18. The method of claim 17, wherein the normalized staffing level values are percentages of a staffing level for the month.

19. The method of claim 17, wherein the normalized average handle time values are percentages of an average handle time for the month.

20. The method of claim 16, wherein determining a first operational performance value for the month comprises determining a first operational performance value for the month based on the inputted first staffing level for the month, the inputted first call volume for the month, the inputted first average handle time for the month, and the provided hourly distribution for the month of at least one of staffing level and average handle time.

21. The method of claim 16, wherein providing the staffing level or average handle time distribution for the month comprises providing a historic hourly distribution of staffing level or average handle time for one or more historic days and determining the staffing level or average handle time for the month based on the provided historic hourly distribution.

22. The method of claim 1, wherein the first operational performance value comprises a service level value.

23. The method of claim 1, wherein the first operational performance value comprises an average speed of answer.

24. The method of claim 1, wherein the first operational performance value comprises a number of abandoned calls.

25. The method of claim 1, wherein the first operational performance value comprises a number of blocked calls.

26. The method of claim 1, wherein the first operational performance value comprises a customer service representative utilization value.

27. The method of claim 26, wherein the customer service representative utilization value comprises a percentage of time that a customer service representative is servicing calls rather than waiting for calls.

28. The method of claim 1, wherein the first operational performance value comprises an estimate of the sales of the call center.

29. The method of claim 1, wherein the first operational performance value comprises an estimate of the profit of the call center.

30. The method of claim 1, wherein:

providing the staffing level distribution for the first time period includes providing a normalized staffing level value for each component time period within the first time period;

and determining the second staffing levels for each component time period within the first time period comprises multiplying the normalized staffing level values by the inputted first staffing level.

31. The method of claim 1, wherein:

providing the average handle time distribution for the first time period includes providing a normalized average handle time value for each component time period within the first time period;

and determining the second average handle times for each component time period within the first time period comprises multiplying the normalized average handle time values by the inputted first average handle time.

32. The method of claim 1, wherein determining the first operational performance value based on the second operational values comprises determining the first operational performance value by combining the second operational performance values.

33. The method of claim 32, wherein determining the first operational performance value based on the second operational values comprises determining the first operational performance by performing a volume-weighted average of the second operational performance values.

34. The method of claim 1, wherein determining the first operational performance value for the first time period includes determining an effective first staffing level for the first time period based on the inputted first staffing level.

35. The method of claim 34, wherein the inputted first staffing level comprises a number of customer service representatives on staff.

36. The method of claim 35, wherein determining an effective first staffing level comprises determining the effective first staffing level based on the number of customer service representatives on staff and a number of customer service representatives transferred into the call center from another call center.

37. The method of claim 35, wherein determining an effective first staffing level comprises determining the effective first staffing level based on the number of customer service representatives on staff and a number of customer service representatives newly hired.

38. The method of claim 37, wherein determining the effective first staffing level includes determining an effective number of customer service representatives by adding the number of customer service representatives on staff to a number determined by using an effectiveness rating to weight the number of newly hired customer service representatives.

39. The method of claim 35, wherein determining an effective first staffing level comprises determining the effective first staffing level based on the number of customer service representatives on staff and based on a customer service representative attrition rate.

40. The method of claim 35, wherein determining an effective first staffing level comprises determining the effective first staffing level based on shrinkage comprised of an estimated number of vacation, sick, or training days allocated to the customer service representatives on staff.

41. The method of claim 1, further comprising enabling an entity to vary the first staffing level for the first time period and determining how the first operational performance value varies in response to the variation of the first staffing level.

42. The method of claim 41, wherein the operational performance value comprises a service level value.

43. The method of claim 41, wherein the operational performance value comprises an average speed of answer.

44. The method of claim 41, wherein the operational performance value goal comprises a number of abandoned calls.

45. The method of claim 41, wherein the operational performance value goal comprises an estimate of the profit of the call center.

46. A method of predicting performance of a call center system, the method comprising:

determining a range of staffing levels for a first time period;

determining a range of average handle times for the first time period;

determining a range of call volumes for the first time period based on a distribution of call volumes over time;

determining a call center performance output for every combination of staffing level, average handle time, and call volume for all staffing levels within the determined staffing level range, for all average handle times within the determined average handle time range, and for all call volumes within the determined call volume range;

storing the determined call center performance outputs in a data store; and

enabling a user to dynamically run call center performance planning scenarios by accessing the call center performance outputs from the data stores;

wherein determining the call center performance output for every combination includes determining a call center performance output for a first staffing level for the first time period, a first average handle time for the first time period, and a first call volume for the first time period by;

providing a call volume distribution for the first time period, a staffing level distribution for the first time period, and an average handle time distribution for the first time period, the first time period including a series of component time periods;

determining a second call volume for each component time period within the first time period based on the first call volume and the provided call volume distribution for the first time period;

determining a second staffing level for each component time period within the first time period based on the first staffing level and the provided staffing level distribution for the first time period;

determining a second average handle time for each component time period within the first time period based on the first average handle time and the provided average handle time distribution for the first time period;

determining a second operational performance value for each component time period within the first time period based on the second staffing levels, second call volumes, and second average handle times; and

determining the call center performance output for the first staffing level, the first average handle time, and the first call volume based on the second operational performance values.

47. The method of claim 46, further comprising storing the range of staffing levels, the range of average handle times, and the range of call volumes in the data store.

48. The method of claim 46, wherein:

determining the range of staffing levels comprises determining a maximum staffing level and a minimum staffing level for the first time period,

determining the range of average handle times comprises determining a maximum average handle time and a minimum average handle time for the first time period, and

determining the range of call volumes comprises determining a maximum call volume and a minimum call volume for the first time period.

49. The method of claim 48, wherein determining a call center performance output for every combination includes determining a call center performance output for every combination of staffing level, average handle time, and call volume for all staffing levels between the determined maximum and minimum staffing levels, all call volumes between the determined maximum and minimum call volumes, and all average handle times between the determined maximum and minimum average handle times.

50. The method of claim 46, wherein enabling the user to dynamically run call center performance scenarios includes accessing call center performance outputs corresponding to a staffing level, average handle time, and call volume specified by the user, wherein:

the specified staffing level lies within the determined range of staffing levels;

the specified average handle time lies within the determined range of average handle times; and

the specified call volume lies within the determined range of call volumes.

51. The method of claim 46, wherein the call center performance outputs include service level.

52. The method of claim 46, wherein the call center performance outputs include average speed of answer.

53. The method of claim 46, wherein the call center performance outputs include a number of abandoned calls.

54. The method of claim 46, wherein the call center performance outputs include a number of blocked calls.

55. The method of claim 46, wherein the call center performance outputs include customer service representative utilization.

56. The method of claim 55, wherein customer service representative utilization comprises a percentage of time that a customer service representative is servicing calls rather than waiting for calls.

57. The method of claim 46, wherein the call center performance outputs include an estimate of the sales of the call center.

58. The method of claim 46, wherein the call center performance outputs include an estimate of the profit of the call center.

59. A method of predicting the operational performance of a call center system, the method comprising:

providing a graphical user interface that includes a call volume field, a staffing level field, and an operational performance value field;

enabling a user to input a first call volume for the first time period into the call volume field, the first time period including a series of component time periods;

providing a staffing level distribution for the first time period and an average handle time distribution for the first time period, the staffing level distribution or average handle time distribution for the first time period including a staffing level value or an average handle time value associated with each component time period of the series of component time periods within the first time period;

receiving data associated with the first time period representing a first staffing level and a first average handle time;

if the user inputs the first call volume for the first time period into the call volume field,

determining an operational performance value for the first time period based on the first call volume, the first staffing level, the first average handle time, and at least one of the staffing level distribution and the average handle time distribution for the first time period, and

visually displaying the determined operational performance value in the operational performance value field of the graphical user interface;

wherein determining the operational performance value for the first time period includes;

providing a call volume distribution for the first time period;

determining a second call volume for each component time period within the first time period based on the inputted first call volume and the provided call volume distribution for the first time period;

determining a second staffing level for each component time period within the first time period based on the first staffing level and the provided staffing level distribution for the first time period;

determining a second average handle time for each component time period within the first time period based on the first average handle time and the provided average handle time distribution for the first time period;

determining a second operational performance value for each component time period within the first time period based on the second staffing levels, second call volumes, and second average handle times; and

determining the first operational performance value based on the second operational performance values.

60. The method of claim 59, further comprising:

visually displaying a default call volume in the call volume field;

visually displaying a default staffing level in the staffing level field; and

visually displaying a default operational performance value in the operational performance value field.