Agent scheduler incorporating agent profiles
First Claim
1. A method for scheduling agents working in a network, the method comprising:
- forecasting network data for a given future time interval using at least network data related to a past time interval;
determining a first group of agents belonging to a workforce, wherein each agent in the first group has an agent profile associated therewith;
forecasting group statistics based at least in part on the forecasted network data and the agent profiles of the agents in the first group;
prior to assigning the second group of agents,(i) selecting one of;
(a) including at least one more agent in the first group, and (b) removing at least one agent from the first group of agents; and
(ii) determining that the second group of agents is satisfactory; and
if the second group of agents is satisfactory, assigning the second group of agents to work the given time interval based at least upon the group statistics, wherein the agents of the second group belong to the workforce.
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Abstract
Systems and methods for scheduling of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of forecasting network data for a future time interval from past network data, determining a group of agents, forecasting group statistics using at least the forecasted network data, and assigning a second group of agents to work the future time interval. Another embodiment can be described as an agent scheduler system that has logic configured to forecast network data for a future time interval using past network data, logic configured to determine a first group of agents, logic configured to forecast group statistics using the forecasted network data and the agent profiles of the agents in the first group, and logic configured to assign a second group of agents to work the given time interval.
50 Citations
16 Claims
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1. A method for scheduling agents working in a network, the method comprising:
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forecasting network data for a given future time interval using at least network data related to a past time interval; determining a first group of agents belonging to a workforce, wherein each agent in the first group has an agent profile associated therewith; forecasting group statistics based at least in part on the forecasted network data and the agent profiles of the agents in the first group; prior to assigning the second group of agents, (i) selecting one of;
(a) including at least one more agent in the first group, and (b) removing at least one agent from the first group of agents; and(ii) determining that the second group of agents is satisfactory; and if the second group of agents is satisfactory, assigning the second group of agents to work the given time interval based at least upon the group statistics, wherein the agents of the second group belong to the workforce. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An agent scheduler in a network, the agent scheduler comprising:
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logic configured to forecast network data for a given future time interval using at least network data related to a past time interval; logic configured to determine a first group of agents belonging to a workforce, wherein each agent in the first group has an agent profile associated therewith; logic configured to forecast group statistics based at least in part on the forecasted network data and the agent profiles of the agents in the first group; logic configured to, before assigning a second group, (i) select one of;
(a) including at least one more agent in the first group, and (b) removing at least one agent from the first group of agents; and(ii) determine whether the second group of agents is satisfactory; and logic configured to, if the second group of agents is satisfactory, assign a second group of agents to work the given time interval based at least upon the group statistics, wherein the agents of the second group belong to the workforce. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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Specification