System and method for complex schedule generation

• US 7,634,422 B1
• Filed: 04/17/2007
• Issued: 12/15/2009
• Est. Priority Date: 04/03/2001
• Status: Expired due to Fees

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Andre, David, Uckun, Serdar, Nourbakhsh, Illah
• Primary Examiner(s): Sterrett; Jonathan G
• Application Number:
  US11/736,124
• Time in Patent Office: 973 Days
• Field of Search: 705/7, 705/8
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• 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 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system and method for generating a schedule for multiple employees in a complex environment. In one embodiment, the method includes generating a schedule for multiple employees with varying skill sets for a time period, wherein the plurality of employees have varying overlapping skill sets that enable them to perform various tasks, and wherein employees are shared across tasks within the time period. In one embodiment, the method includes receiving a plurality of user inputs to a scheduling program, including a number of employee designations that each refer to a unique employee, and a number of skill sets that each correspond to one of the employee designations. The method further includes receiving a user input that changes the number of employee designations by indicating at least one changed employee, and estimating an effect of the at least one changed employee on effective staffing levels for each of the various tasks. The method further includes generating estimated effective staffing levels for each of the various tasks.

Claims

1. A system for generating a schedule for a plurality of employees in a customer center environment, the system comprising:

at least one storage device; and

at least one processing device coupled to the at least one storage device, the at least one processing device being operative to access instructions stored in the at least one storage device, the instructions, when executed, causing the at least one processing device to,

receive a plurality of user inputs to a scheduling program, including a number of employee designations each of which refers to a unique employee,

receive a user input that changes the number of employee designations by indicating at least one changed employee,

estimate an effect of the at least one changed employee on effective staffing levels for each of various tasks,

determine whether to simulate the schedule based at least in part on an adaptive algorithm, and

generate estimated effective staffing levels for each of the various tasks.

2. The system of claim 1, wherein the instructions corresponding to the adaptive algorithm, when executed, cause the at least one processing device to measure an error that results from the estimating step to determine whether to simulate the schedule.

3. The system of claim 2, wherein the instructions corresponding to the adaptive algorithm, when executed, cause the at least one processing device to determine how many changes can be made to the schedule based on the error and a predetermined amount of allowed error to determine whether to simulate the schedule.

4. The system of claim 1, wherein the instructions, when executed, further cause the at least one processing device to determine a number of changes that can be made to the schedule during the scheduling process without simulating a proposed schedule.

5. The system of claim 4, wherein the instructions, when executed, further cause the at least one processing device to:

calculate a total effective work a changed employee will perform;

scale each task by at least one predetermined factor; and

adjust a measure of effective work for every unique employee other than the changed employee based upon the total effective work the changed employee will perform.

6. The system of claim 5, further comprising distributing the changed employee'"'"'effective work across the various tasks.

7. The system of claim 5, wherein the at least one predetermined factor includes a measure of average time to handle a subtask divided by a number of subtasks per time interval, and a measure of how much work remains in a task based upon results of a previous simulation.

8. The system of claim 5, wherein calculating the total effective work the changed employee will perform comprises applying a function to:

a number of skills of the changed employee;

proficiencies of the changed employee; and

priorities of the changed employee.

9. The system of claim 5, wherein adjusting the work distribution for every unique employee other than the changed employee includes adjusting an effective contribution to each task worked by one of the other unique employees by a factor reflecting that a different amount of work will be required for tasks worked by the changed employee.

10. An electromagnetic storage medium containing executable instructions which, when executed in a processing system, cause the system to generate a schedule in a customer center environment, wherein generating the schedule comprises:

receiving a plurality of user inputs to a scheduling program, including a number of employee designations each of which refers to a unique employee;

receiving a user input that changes the number of employee designations by indicating at least one changed employee;

estimating an effect of the at least one changed employee on effective staffing levels for each of various tasks;

determining whether to simulate the schedule based at least in part on an adaptive algorithm; and

generating estimated effective staffing levels for each of the various tasks.

11. The electromagnetic medium of claim 10, wherein the instructions corresponding to the adaptive algorithm, when executed, cause the processing system to measure an error that results from the estimating step to determine whether to simulate the schedule.

12. The electromagnetic medium of claim 11, wherein the instructions, when executed, cause the processing system to determine how many changes can be made to the schedule based on the error and a predetermined amount of allowed error to determine whether to simulate the schedule.