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

• US 8,359,222 B2
• Filed: 09/26/2011
• Issued: 01/22/2013
• 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 Technologies Incorporated
• Inventors: Kosiba, Eric D., Newhard, Douglas G., Papadopoulos, Neofytos C.
• Primary Examiner(s): BOYCE, ANDRE D
• Application Number:
  US13/245,463
• Publication Number:
  US 20120016712A1
• Time in Patent Office: 484 Days
• Field of Search: 705/7.17
• US Class Current: 705/7.17
• 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 computer-implemented method of predicting a staffing level for a call center system, the method comprising:

electronically accessing a first staffing level for a first time period, the first time period including a series of component time periods;

electronically accessing a staffing level distribution for the first time period, the staffing level distribution for the first time period including a staffing level value assigned to each component time period of the series of component time periods within the first time period;

electronically accessing component call volumes for the component time periods of the series of component time periods;

electronically accessing component average handle times for the component time periods of the series of component time periods;

calculating, using a computer model, an operational performance value for the call center for the first time period by;

using the staffing level distribution to disaggregate the first staffing level into component staffing levels for the component time periods of the series of component time periods,

for each of the component time periods, calculating a component operational performance value for the component time period based on a component staffing level for the component time period, a component average handle time for the component time period, and a component call volume for the component time period, and

aggregating the component operational performance values to determine the operational performance value for the first time period;

storing the calculated operational performance value in a database;

storing the first staffing level in association with the calculated operational performance value in the database;

after storing the first staffing level and the calculated operational performance value in the database, enabling a user to input, through interactions with a graphical user interface, a first call volume for the first time period and an operational performance goal for the call center, the operational performance goal corresponding to the calculated operational performance value;

using the user-inputted first call volume and the user-inputted operational performance goal to access the first staffing level from the database; and

enabling the user to perceive, through the graphical user interface, the first staffing level as corresponding to a staffing level required to achieve the operational performance goal for the call center.

2. The method of claim 1,

wherein the staffing level values assigned to the component time periods are percentage values indicating percentages of the first staffing level that are available to service calls during the corresponding component time periods.

3. The method of claim 2, wherein using the staffing level distribution to disaggregate the first staffing level into component staffing levels for the component time periods of the series of component time periods comprises multiplying the first staffing level by the percentage values assigned to the component time periods.

4. The method of claim 2, wherein aggregating the component operational performance values for the call center comprises adding the component operational performance values together to determine the aggregate operational performance value for the first time period.

5. The method of claim 2, wherein aggregating the component operational performance values for the call center comprises calculating a volume weighted average of the component operational performance values to determine the aggregate operational performance value for the first time period.

6. The method of claim 1, further comprising enabling the user to input into the computer model through the graphical user interface the operational performance goal for the call center, and

visually displaying, in the graphical user interface, the determined first staffing level for the first time period.

7. 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.

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

9. The method of claim 1, wherein the operational performance goal is one of a service level goal, an average speed of answer goal, and a number of abandoned calls goal.

10. The method of claim 1, wherein the operational performance goal comprises a number of blocked calls goal.

11. The method of claim 1, wherein the operational performance goal comprises a customer service representative utilization goal.

12. The method of claim 11, wherein the customer service representative utilization goal comprises a percentage of time goal that a customer service representative is servicing calls rather than waiting for calls.

13. The method of claim 1, wherein the operational performance goal comprises a sales goal for the call center.

14. The method of claim 1, wherein the operational performance goal comprises a profit goal for the call center.

15. The method of claim 1, further comprising enabling display of a window that includes a graphical element selectable by the user to view and modify the staffing level values assigned to the component time periods of the series of component time periods within the first time period, where the staffing level values indicate percentages of the first staffing level that are available to service calls during the corresponding component time periods.

16. The method of claim 15, wherein the window further includes a display of the first call volume, the first average handle time, the operational performance goal, and the first staffing level.

17. The method of claim 1, wherein the calculating of the component operational performance values for the component time periods occurs without use of Erlang equations.

18. The method of claim 17, wherein the calculating of the component operational performance values for the component time periods uses a discrete-event simulation model.

19. A computer-implemented method of predicting a staffing level for a call center system, the method comprising:

electronically accessing a first staffing level for a first time period and a first average handle time for a first time period, the first time period including a series of component time periods;

electronically accessing an average handle time distribution for the first time period, the average handle time distribution for the first time period including an average handle time value assigned to each component time period of the series of component time periods within the first time period; and

electronically accessing component call volumes for the component time periods of the series of component time periods;

electronically determining, based on the first staffing level, component staffing levels for the component time periods of the series of component time periods;

calculating, using a computer model, an operational performance value for the call center for the first time period by;

using the average handle time distribution to disaggregate the first average handle time into component average handle times for the component time periods of the series of component time periods,

for each of the component time periods, calculating a component operational performance value for the component time period based on a component staffing level for the component time period, a component average handle time for the component time period, and a component call volume for the component time period, and

aggregating the component operational performance values to determine the operational performance value for the first time period;

storing the calculated operational performance value in a database;

storing the first staffing level in association with the calculated operational performance value in the database;

after storing the first staffing level and the calculated operational performance value in the database, enabling a user to input, through interactions with a graphical user interface, a first call volume for the first time period and an operational performance goal for the call center, the operational performance goal corresponding to the calculated operational performance value;

using the user-inputted first call volume and the user-inputted operational performance goal to access the first staffing level from the database; and

enabling the user to perceive, through the graphical user interface, the first staffing level as corresponding to a staffing level required to achieve the operational performance goal for the call center.

20. The method of claim 19,

wherein the average handle time level values assigned to the component time periods are percentage values indicating percentages of the first average handle time that reflect the average handle times for servicing calls during the corresponding component time periods.

21. The method of claim 20, wherein using the average handle time distribution to disaggregate the first average handle time into component average handle times for the component time periods of the series of component time periods comprises multiplying the first average handle time by the percentage values assigned to the component time periods.

22. The method of claim 20, wherein aggregating the component operational performance values for the call center comprises adding the component operational performance values together to determine the aggregate operational performance value for the first time period.

23. The method of claim 20, wherein aggregating the component operational performance values for the call center comprises calculating a volume weighted average of the component operational performance values to determine the aggregate operational performance value for the first time period.

24. The method of claim 19, further comprising enabling the user to input into the computer model through the graphical user interface the operational performance goal for the call center, and

visually displaying, in the graphical user interface, the determined first staffing level for the first time period.

25. The method of claim 19, wherein a duration of the first time period is equal to the duration of the series of component time periods.

26. The method of claim 19, wherein the component time period is an hour or a half hour, and the first time period is one of a day, a week and a month.

27. The method of claim 19, wherein the operational performance goal is one of a service level goal, an average speed of answer goal, and a number of abandoned calls goal.

28. The method of claim 19, wherein the operational performance goal comprises a number of blocked calls goal.

29. The method of claim 19, wherein the operational performance goal comprises a customer service representative utilization goal.

30. The method of claim 29, wherein the customer service representative utilization goal comprises a percentage of time goal that a customer service representative is servicing calls rather than waiting for calls.

31. The method of claim 19, wherein the operational performance goal comprises a sales goal for the call center.

32. The method of claim 19, wherein the operational performance goal comprises a profit goal for the call center.

33. The method of claim 19, wherein the calculating of the component operational performance values for the component time periods occurs without use of Erlang equations.

34. The method of claim 33, wherein the calculating of the component operational performance values for the component time periods uses a discrete-event simulation model.