Method and apparatus for multi-contact scheduling
First Claim
1. A method for generating a schedule for a multi-contact center, wherein the multi-contact center processes a plurality of contact queues, the method comprising:
- receiving a plurality of scheduling data from a user interface, wherein the plurality of scheduling data includes a plurality of contacts;
categorizing the plurality of contacts as immediate contacts or deferred contacts, the immediate contacts being configured to be responded to within a first time period after receipt, the deferred contacts being configured to be responded to within a second time period after receipt, the second time period being longer than the first time period;
assigning the plurality of contacts to a plurality of contact queues, the plurality of contact queues including an immediate contact queue and a deferred contact queue, the immediate contact queue comprising the immediate contacts, the deferred contact queue comprising the deferred contacts;
generating a plurality of scheduling constraints;
generating a plurality of potential schedules based on the plurality of scheduling constraints, the scheduling constraints including expected performance of the immediate contact queue and the deferred contact queue, at least one potential schedule being generated for at least one of the immediate contact queue and the deferred contact queue;
performing an analysis on each of the plurality of potential schedules to generate estimated service levels for each of the plurality of contact queues, wherein an estimated service level comprises a percentage of incoming contacts responded to during a predetermined time;
generating scores for each of the plurality of potential schedules based on the estimated service levels for each of the plurality of contact queues, wherein the scores indicate an effectiveness of the potential schedules; and
selecting an optimal schedule from the plurality of potential schedules based on the scores for each of the plurality of potential schedules.
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Accused Products
Abstract
A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.
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Citations
20 Claims
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1. A method for generating a schedule for a multi-contact center, wherein the multi-contact center processes a plurality of contact queues, the method comprising:
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receiving a plurality of scheduling data from a user interface, wherein the plurality of scheduling data includes a plurality of contacts; categorizing the plurality of contacts as immediate contacts or deferred contacts, the immediate contacts being configured to be responded to within a first time period after receipt, the deferred contacts being configured to be responded to within a second time period after receipt, the second time period being longer than the first time period; assigning the plurality of contacts to a plurality of contact queues, the plurality of contact queues including an immediate contact queue and a deferred contact queue, the immediate contact queue comprising the immediate contacts, the deferred contact queue comprising the deferred contacts; generating a plurality of scheduling constraints; generating a plurality of potential schedules based on the plurality of scheduling constraints, the scheduling constraints including expected performance of the immediate contact queue and the deferred contact queue, at least one potential schedule being generated for at least one of the immediate contact queue and the deferred contact queue; performing an analysis on each of the plurality of potential schedules to generate estimated service levels for each of the plurality of contact queues, wherein an estimated service level comprises a percentage of incoming contacts responded to during a predetermined time; generating scores for each of the plurality of potential schedules based on the estimated service levels for each of the plurality of contact queues, wherein the scores indicate an effectiveness of the potential schedules; and selecting an optimal schedule from the plurality of potential schedules based on the scores for each of the plurality of potential schedules. - View Dependent Claims (2, 3, 4, 5)
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6. A system for generating a schedule for a multi-contact center, wherein the multi-contact center processes a plurality of contact queues, the system comprising:
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at least one server comprising at least one storage device; and at least one client processor being coupled to the at least one server through a network, the at least one client processor being coupled to a plurality of storage devices, including a storage device that stores instructions that, when executed, cause the at least one client processor to; receive a plurality of scheduling data from a user interface, the plurality of scheduling data including a plurality of contacts, categorize the plurality of contacts as immediate contacts or deferred contacts, the immediate contacts being configured to be responded to within a first time period after receipt, the deferred contacts being configured to be responded to within a second time period after receipt, the second time period being longer than the first time period, assign the plurality of contacts to the plurality of contact queues, including an immediate contact queue and a deferred contact queue, the immediate contact queue comprising the immediate contacts, the deferred contact queue comprising the deferred contacts, generate a plurality of scheduling constraints, generate a plurality of potential schedules based on the plurality of scheduling constraints, the scheduling constraints including expected performance of the immediate contact queue and the deferred contact queue, at least one potential schedule being generated for at least one of the immediate contact queue and the deferred contact queue, perform an analysis on each of the plurality of potential schedules to generate estimated service levels for each of the plurality of contact queues, wherein an estimated service level comprises a percentage of incoming contacts responded to during a predetermined time, generate scores for each of the plurality of potential schedules based on the estimated service levels for each of the plurality of contact queues, wherein the scores indicate an effectiveness of the potential schedules, and select an optimal schedule from the plurality of potential schedules based on the scores for each of the plurality of potential schedules. - View Dependent Claims (7, 8, 9, 10, 11)
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12. A method for generating a schedule for a multi-contact center comprising:
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receiving a plurality of scheduling data from a user interface, wherein the plurality of scheduling data includes a plurality of contacts; categorizing the plurality of contacts as immediate contacts or deferred contacts, the immediate contacts being configured to be responded to within a first time period after receipt, the deferred contacts being configured to be responded to within a second time period after receipt; assigning the plurality of contacts to a plurality of contact queues, the plurality of contact queues including an immediate contact queue and a deferred contact queue, the immediate contact queue comprising the immediate contacts, the deferred contact queue comprising the deferred contacts; generating a plurality of scheduling constraints; generating a plurality of potential schedules based on the plurality of scheduling constraints, the scheduling constraints including expected performance of the immediate contact queue and the deferred contact queue, at least one potential schedule being generated for each of the plurality of contact queues; performing an analysis on each of the plurality of potential schedules to generate estimated service levels for each of the plurality of contact queues, wherein an estimated service level comprises a percentage of incoming contacts responded to during a predetermined time; generating scores for each of the plurality of potential schedules based on the estimated service levels for each of the plurality of contact queues, wherein the scores indicate an effectiveness of the potential schedules; and selecting an optimal schedule from the plurality of potential schedules based on the scores for each of the plurality of potential schedules. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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Specification