Systems and methods for automatic scheduling of a workforce

• US 7,672,746 B1
• Filed: 03/31/2006
• Issued: 03/02/2010
• Est. Priority Date: 03/31/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Hamilton, Edward, Fama, Jason, Bourke, Mike
• Primary Examiner(s): Bahta; Kidest
• Application Number:
  US11/396,063
• Time in Patent Office: 1,432 Days
• Field of Search: 700 99-100, 700/107, 700/16, 705 8- 9, 705/78, 705/28, 705/14, 707/102, 379/265, 709/226, 709/229
• US Class Current: 700/100
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063116 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 10/103 Workflow collaboration or project management

Abstract

Systems and methods are disclosed for scheduling overtime and time-off for a workforce. In one embodiment, the method comprises: receiving a workforce schedule including assignments of workers to shifts; receiving a template describing alterations to shifts; and applying schedulable objects to the workforce schedule in accordance with a workload forecast and schedule constraints. In one embodiment, the system comprises: a user interface and a scheduler. The user interface allows creation of shift alteration templates and associating templates with workers. The scheduler uses the shift alteration templates to modify an existing schedule of assignments of workers to shifts.

Claims

1. A method of workforce scheduling, comprising the steps of:

in an instruction execution system, receiving a first workforce schedule describing existing assignments of a plurality of workers to a plurality of shifts, each of the shifts being associated with a time range and a day;

in the instruction execution system, receiving a shift alteration template describing allowable alterations to shift time ranges;

in the instruction execution system, receiving an association between the shift alteration template and at least one of the workers; and

in the instruction execution system, producing a second workforce schedule that modifies the length of at least one of the plurality of shifts, by applying at least one schedulable object to the workforce schedule in accordance with a workload forecast and schedule constraints, wherein the at least one schedulable object is based on the shift alteration template.

2. The method of claim 1, further comprising the step of:

receiving at least one schedule alteration option associated with one of the workers, the option describing a worker preference for overtime or time-off.

3. The method of claim 1, further comprising the step of:

receiving at least one schedule alteration option associated with the workforce schedule, the option describing a preference for placement of overtime or time-off relative to a shift.

4. The method of claim 1, wherein the template includes a duration attribute and a placement attribute.

5. The method of claim 4, wherein the schedulable object is associated with a specific worker shift, and wherein the schedulable object includes a duration attribute and a placement attribute derived from the corresponding attribute in the template.

6. The method of claim 1, wherein the producing step further comprises the steps of:

creating at least one schedulable object from the shift alteration template;

creating a plurality of potential bindings for the at least one schedulable object based on the assignments in the schedule;

selecting one of the potential bindings for association with the schedulable object, in accordance with the workload forecast and the schedule constraints; and

producing the modified schedule by applying the selected one of the bindings to the schedulable object.

7. The method of claim 6, wherein each of the bindings is associated with a specific worker shift, and wherein at least one of the bindings is adjacent in time to the start or end of the associated worker shift.

8. The method of claim 7, wherein the plurality of bindings spans the time specified by a duration attribute of the schedulable object.

9. A system for workforce scheduling, comprising:

an instruction execution system configured to execute a user interface operative to create a shift alteration template describing allowable alterations to shift time ranges and to identify an association between the shift alteration template and one or more of a plurality of workers;

the instruction execution system configured to execute a scheduler operative to generate a second workforce schedule based on a first workforce schedule, wherein the second workforce schedule describes assignments of one or more workers to one or more of a plurality of shifts, and wherein the second workforce schedule comprises a modification of the length of one or more of the plurality of shifts assigned to a worker, and wherein each of the shifts are associated with a time range and a day, the scheduler comprising;

logic to create at least one schedulable object from the shift alteration template;

logic to create a domain of potential bindings for the at least one schedulable object based on the assignments in the first workforce schedule;

logic to select one of the potential bindings for association with the schedulable object; and

logic to modify the first workforce schedule by applying the selected binding to the schedulable object.

10. The system of claim 9, wherein the shift alteration template comprises information corresponding to overtime.

11. The system of claim 9, wherein the shift alteration template represents information corresponding to voluntary time-off.

12. The system of claim 9, wherein the schedulable object is associated with a specific worker shift, and wherein the schedulable object includes a duration attribute and a placement attribute derived from a corresponding template attribute.

13. The system of claim 9, wherein the plurality of bindings spans the time specified by a duration attribute of the schedulable object.

14. A computer-readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing a computer-executed method for workforce scheduling, the method comprising the steps of:

receiving a first workforce schedule describing existing assignments of each of a plurality of workers to one of more of a plurality of shifts;

receiving a shift alteration template describing allowable alterations to shift time ranges;

receiving an association between the shift alteration template and one or more of the plurality of workers;

creating a plurality of schedulable objects based on the shift alteration template;

creating a domain of potential bindings for each of the schedulable objects based on the existing assignments;

selecting one of the potential bindings for association with each of the schedulable objects, wherein the selected binding is optimal in meeting constraints and optimizing goals; and

applying each of the selected bindings to the associated schedulable object to produce a second workforce schedule that modifies the length of at least one of the plurality of shifts.

15. The computer-readable medium of claim 14, wherein the shift template indicates truncation of a shift.

16. The computer-readable medium of claim 14, wherein the shift template indicates extension of a shift.

17. The computer-readable medium of claim 14, wherein each of the schedulable objects is associated with a worker, and further comprising the step of:

ordering each of the schedulable objects by a worker preference option.

18. The computer-readable medium of claim 14, wherein each of the bindings is associated with a specific worker shift having a start time and an end time, and wherein the creating a domain of potential bindings step further comprises:

if an attribute of the schedulable object indicates shift extension, creating a binding having a start time at least as early as the associated worker shift start time, or having an end time at least as late as the associated worker shift end time; and

if an attribute of the schedulable object indicates shift truncation, creating a binding having a start time at least as late as the associated worker shift start time, or having an end time at least as early as the associated worker shift end time.

19. The computer-readable medium of claim 14, wherein each of the bindings is associated with a specific worker shift having a start time and an end time, and wherein the creating a domain of potential bindings step further comprises:

creating a binding that indicates the worker shift remains unchanged when this binding is selected.

20. The computer-readable medium of claim 14, wherein the creating a domain of potential bindings further comprises the step of:

creating a domain of potential bindings for each of the schedulable objects based on the schedule shift assignments, wherein the potential bindings are constrained by a set of work rules.