Generating communication forecasts and schedules based on multiple outbound campaigns

• US 8,391,466 B1
• Filed: 07/24/2012
• Issued: 03/05/2013
• Est. Priority Date: 07/24/2012
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Noble, James K. Jr.
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US13/556,961
• Time in Patent Office: 224 Days
• Field of Search: 37926501-26601, 705 7- 9, 705/14.42, 705/14.54
• US Class Current: 379/266.07
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Various embodiments of the invention provide methods, systems, and computer program products for generating an outbound forecast. In particular embodiments, campaign parameters are defined for at least two outbound call campaigns that include for each campaign a time period over which the campaign is to be carried out, a target value identifying a number of an outbound communication result to occur over the time period, and sources for handling outbound communications. Further, a historical dataset is selected that includes historical data on the corresponding outbound communication result for each campaign based on past outbound communications. In various embodiments, an outbound forecast is generated based on the historical dataset and campaign parameters for the outbound call campaigns. The forecast provides a number of the outbound communication result forecasted to be achieved over the time period for each campaign in an attempt to meet the target value for the corresponding campaign.

Claims

1. A method for identifying an optimal outbound forecast for a call center having a defined agent resource capacity, the method comprising the steps of:

defining campaign parameters for a first outbound call campaign and a second outbound call campaign to be conducted using the defined agent resource capacity for the call center, the campaign parameters for each of the first outbound call campaign and the second outbound call campaign comprising;

(1) a corresponding time period over which the outbound call campaign is to be carried out and (2) a corresponding target value identifying a number of an outbound communication result to occur over the corresponding time period, wherein at least a portion of the corresponding time period for each of the first outbound call campaign and the second outbound call campaign overlap one another and a first allocation of agent resources for the first outbound call campaign impacts a second allocation of agent resources for the second outbound call campaign;

selecting a historical dataset comprising historical data on the corresponding outbound communication result for each of the first outbound call campaign and the second outbound call campaign based on past outbound communications handled over a historical time period;

generating an outbound forecast by at least one computer processor, the outbound forecast based on the historical dataset, the campaign parameters for each of the first outbound call campaign and the second outbound call campaign, and the defined agent resource capacity for the call center, wherein the outbound forecast comprises;

(1) a corresponding number of the outbound communication result forecasted to be achieved over the corresponding time period for each of the first outbound call campaign and the second outbound call campaign in an attempt to meet the corresponding target value for the corresponding outbound call campaign, and

(2) a corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the corresponding number of the outbound communication result forecasted for the corresponding outbound call campaign;

editing the campaign parameters for at least one of the first outbound call campaign and the second outbound call campaign by revising at least one of;

(1) the corresponding time period over which the outbound call campaign is to be carried out and (2) the corresponding target value identifying the number of the outbound communication result to occur over the corresponding time period;

generating a revised outbound forecast by the at least one computer processor based on the historical dataset, the edited campaign parameters, and the defined agent resource capacity for the call center, wherein the revised outbound forecast comprises;

(1) a revised corresponding number of the outbound communication result forecasted to be achieved over the corresponding time period for each of the first outbound call campaign and the second outbound call campaign in the attempt to meet the corresponding target value for the corresponding outbound call campaign, and

(2) a revised corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the revised corresponding number of the outbound communication result forecasted for the corresponding outbound call campaign; and

identifying the optimal outbound forecast as the outbound forecast or the revised outbound forecast based on the corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the outbound forecast and the revised corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the revised outbound forecast.

2. The method of claim 1 further comprising the step of setting a priority order for the attempts to meet the corresponding target value for each of the first outbound call campaign and the second outbound call campaign over the corresponding time period, and wherein the generating of at least one of the outbound forecast and the revised outbound forecast involves considering the priority order.

3. The method of claim 1, wherein the outbound communication result for each of the first outbound call campaign and the second outbound call campaign comprises one of:

(1) a total number of communications that need to be made during the corresponding time period or a portion of the corresponding time period for the corresponding outbound call campaign;

(2) a number of communications that need to be answered during the corresponding time period or the portion of the corresponding time period for the corresponding outbound call campaign;

(3) a number of communications answered that need to be answered by a right party; and

(4) a number of communications answered by the right party that need to result in a targeted activity being completed.

4. The method of claim 1 further comprising the step of defining forecast parameters, the forecast parameters comprising an indicator of an amount of the historical dataset to use for at least one of the outbound forecast and the revised outbound forecast, wherein the generating of at least one of the outbound forecast and the revised outbound forecast is also based on the forecast parameters.

5. The method of claim 1 further comprising the steps of:

generating a roster template, the roster template comprising;

shifts needed to meet the corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the outbound forecast if the optimal outbound forecast is identified as the outbound forecast, or

shifts needed to meet the revised corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the revised corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the revised outbound forecast if the optimal outbound forecast is identified as the revised outbound forecast; and

applying a staff of agents to the shifts of the roster template by the at least one computer processor to produce a schedule, wherein the schedule defines which agents of the staff of agents are to work which of the shifts during at least a portion of the corresponding time period over which each of the first outbound call campaign and the second outbound call campaign is to be carried out.

6. The method of claim 5, wherein the roster template further comprises rules defining types of shifts required during each of the first outbound call campaign and the second outbound call campaign, a corresponding number of each shift type required during each of the first outbound call campaign and the second outbound call campaign, types of agents required during each shift type, a number of each agent type required during each shift type, and skills required by each agent type.

7. The method of claim 1, wherein the steps of generating the outbound forecast and the revised outbound forecast are also based on an inbound forecast, and the defined agent resource capacity available for each of the first outbound call campaign and the second outbound call campaign during the corresponding time period comprises a total number of agent resources available for handling outbound communications and inbound communications minus a number of agent resources allocated to the inbound forecast.

8. A tangible computer-readable storage medium comprising instructions for identifying an optimal outbound forecast for a call center having a defined agent resource capacity that when read by a computer processor, cause the computer processor to:

receive campaign parameters defined for a first outbound call campaign and a second outbound call campaign to be conducted using the defined agent resource capacity for the call center, the campaign parameters for each of the first outbound call campaign and the second outbound call campaign comprising;

(1) a corresponding time period over which the outbound call campaign is to be carried out and (2) a corresponding target value identifying a number of an outbound communication result to occur over the corresponding time period, wherein at least a portion of the corresponding time period for each of the first outbound call campaign and the second outbound call campaign overlap one another and a first allocation of agent resources for the first outbound call campaign impacts a second allocation of agent resources for the second outbound call campaign;

receive a selection of a historical dataset, the historical dataset comprising historical data on the corresponding outbound communication result for each of the first outbound call campaign and the second outbound call campaign based on past outbound communications handled over a historical time period;

generate an outbound forecast based on the historical dataset, the campaign parameters for each of the first outbound call campaign and the second outbound call campaign, and the defined agent resource capacity for the call center, wherein the outbound forecast comprises;

(1) a corresponding number of the outbound communication result forecasted to be achieved over the corresponding time period for each of the first outbound call campaign and the second outbound call campaign in an attempt to meet the corresponding target value for the corresponding outbound call campaign, and

(2) a corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the corresponding number of the outbound communication result forecasted for the corresponding outbound call campaign;

receive edited campaign parameters for at least one of the first outbound call campaign and the second outbound call campaign, the edited campaign parameters comprising a revision of at least one of;

(1) the corresponding time period over which the outbound call campaign is to be carried out and (2) the corresponding target value identifying the number of the outbound communication result to occur over the corresponding time period;

generate a revised outbound forecast based on the historical dataset, the edited campaign parameters, and the defined agent resource capacity for the call center, wherein the revised outbound forecast comprises;

(1) a revised corresponding number of the outbound communication result forecasted to be achieved over the corresponding time period for each of the first outbound call campaign and the second outbound call campaign in the attempt to meet the corresponding target value for the corresponding outbound call campaign, and

(2) a revised corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the revised corresponding number of the outbound communication result forecasted for the corresponding outbound call campaign; and

identify the optimal outbound forecast as the outbound forecast or the revised outbound forecast based on the corresponding number of the outbound communication result achieved for each of the first outbound call campaign and the second outbound call campaign in the outbound forecast and the revised corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the revised outbound forecast.

9. The computer-readable storage medium of claim 8 further comprising instructions that when read by the computer processor, cause the computer processor to receive a priority order for the attempts to meet the corresponding target value for each of the first outbound call campaign and the second outbound call campaign over the corresponding time period, wherein at least one of the outbound forecast and the revised outbound forecast is generated based on the priority order.

10. The computer-readable storage medium of claim 8, wherein the outbound communication result for each of the first outbound call campaign and the second outbound call campaign comprises one of:

(1) a total number of communications that need to be made during the corresponding time period or a portion of the corresponding time period for the corresponding outbound call campaign;

(2) a number of communications that need to be answered during the corresponding time period or the portion of the corresponding time period for the corresponding outbound call campaign;

(3) a number of communications answered that need to be answered by a right party; and

(4) a number of communications answered by the right party that need to result in a targeted activity being completed.

11. The computer-readable storage medium of claim 8 further comprising instructions that when read by the computer processor, cause the computer processor to receive forecast parameters comprising an indicator of an amount of the historical dataset to use for at least one of the outbound forecast and the revised outbound forecast, wherein the generating of at least one of the outbound forecast and the revised outbound forecast is also based on the forecast parameters.

12. The computer-readable storage medium of claim 8 further comprising instructions that when read by the computer processor, cause the computer processor to:

generate a roster template, the roster template comprising;

shifts needed to meet the corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the outbound forecast if the optimal outbound forecast is identified as the outbound forecast, or

shifts needed to meet the revised corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the revised corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the revised outbound forecast if the optimal outbound forecast is identified as the revised outbound forecast; and

apply a staff of agents to the shifts of the roster template to produce a schedule, wherein the schedule defines which agents of the staff of agents are to work which of the shifts during at least a portion of the corresponding time period over which each of the first outbound call campaign and the second outbound call campaign is to be carried out.

13. The computer-readable storage medium of claim 12, wherein the roster template further comprises rules defining types of shifts required during each of the first outbound call campaign and the second outbound call campaign, a corresponding number of each shift type required during each of the first outbound call campaign and the second outbound call campaign, types of agents required during each shift type, a number of each agent type required during each shift type, and skills required by each agent type.

14. The computer-readable storage medium of claim 8, wherein generating the outbound forecast and generating the revised outbound forecast are also based on an inbound forecast, and the defined agent resource capacity available for each of the first outbound call campaign and the second outbound call campaign during the corresponding time period comprises a total number of agent resources available for handling outbound communications and inbound communications minus a number of agent resources allocated to the inbound forecast.

15. A system for identifying an optimal outbound forecast for a call center having a defined agent resource capacity comprising:

at least one computer processor configured to;

receive campaign parameters defined for a first outbound call campaign and a second outbound call campaign to be conducted using the defined agent resource capacity for the call center, the campaign parameters for each of the first outbound call campaign and the second outbound call campaign comprising;

(1) a corresponding time period over which the outbound call campaign is to be carried out and (2) a corresponding target value identifying a number of an outbound communication result to occur over the corresponding time period, wherein at least a portion of the corresponding time period for each of the first outbound call campaign and the second outbound call campaign overlap one another and a first allocation of agent resources for the first outbound call campaign impacts a second allocation of agent resources for the second outbound call campaign;

receive a selection of a historical dataset, the historical dataset comprising historical data on the corresponding outbound communication result for each of the first outbound call campaign and the second outbound call campaign based on past outbound communications placed over a historical time period;

generate an outbound forecast based on the historical dataset, the campaign parameters for each of the first outbound call campaign and the second outbound call campaign, and the defined agent resource capacity for the call center, wherein the outbound forecast comprises;

(1) a corresponding number of the outbound communication result forecasted to be achieved over the corresponding time period for each of the first outbound call campaign and the second outbound call campaign in an attempt to meet the corresponding target value for the corresponding outbound call campaign, and

(2) a corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the corresponding number of the outbound communication result forecasted for the corresponding outbound call campaign;

receive edited campaign parameters for at least one of the first outbound call campaign and the second outbound call campaign, the edited campaign parameters comprising a revision of at least one of;

(1) the corresponding time period over which the outbound call campaign is to be carried out and (2) the corresponding target value identifying the number of the outbound communication result to occur over the corresponding time period;

generate a revised outbound forecast based on the historical dataset, the edited campaign parameters, and the defined agent resource capacity for the call center, wherein the revised outbound forecast comprises;

(1) a revised corresponding number of the outbound communication result forecasted to be achieved over the corresponding time period for each of the first outbound call campaign and the second outbound call campaign in the attempt to meet the corresponding target value for the corresponding outbound call campaign, and

(2) a revised corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the revised corresponding number of the outbound communication result forecasted for the corresponding outbound call campaign; and

identify the optimal outbound forecast as the outbound forecast or the revised outbound forecast based on the corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the outbound forecast and the revised corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the revised outbound forecast.

16. The system of claim 15, wherein the at least one computer processor is further configured to receive a priority order for the attempts to meet the corresponding target value for each of the first outbound call campaign and the second outbound call campaign over the corresponding time period, wherein at least one of the outbound forecast and the revised outbound forecast is generated based on the priority order.

17. The system of claim 15, wherein the outbound communication result for each of the first outbound call campaign and the second outbound call campaign comprises one of:

(1) a total number of communications that need to be made during the corresponding time period or a portion of the corresponding time period for the corresponding outbound call campaign;

(2) a number of communications that need to be answered during the corresponding time period or the portion of the corresponding time period for the corresponding outbound call campaign;

(3) a number of communications answered that need to be answered by a right party; and

(4) a number of communications answered by the right party that need to result in a targeted activity being completed.

18. The system of claim 15, wherein the at least one computer processor is further configured to receive forecast parameters comprising an indicator of an amount of the historical dataset to use for at least one of the outbound forecast and the revised outbound forecast, and the generation of at least one of the outbound forecast and the revised outbound forecast is also based on the forecast parameters.

19. The system of claim 15, wherein the at least one computer processor is further configured to:

generate a roster template, the roster template comprising;

shifts needed to meet the corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the outbound forecast if the optimal outbound forecast is identified as the outbound forecast, or

shifts needed to meet the revised corresponding number of agent resources allocated to each of the first outbound call campaign and the second outbound call campaign to achieve the revised corresponding number of the outbound communication result forecasted to be achieved for each of the first outbound call campaign and the second outbound call campaign in the revised outbound forecast if the optimal outbound forecast is identified as the revised outbound forecast; and

apply a staff of agents to the shifts of the roster template to produce a schedule, wherein the schedule defines which agents of the staff of agents are to work which of the shifts during at least a portion of the corresponding time period over which each of the first outbound call campaign and the second outbound call campaign is to be carried.

20. The system of claim 19, wherein the roster template further comprises rules defining types of shifts required during each of the first outbound call campaign and the second outbound call campaign, a corresponding number of each shift type required during each of the first outbound call campaign and the second outbound call campaign, types of agents required during each shift type, a number of each agent type required during each shift type, and skills required by each agent type.

21. The system of claim 15, wherein generating the outbound forecast and generating the revised outbound forecast are also based on an inbound forecast, and the defined agent resource capacity available for each of the first outbound call campaign and the second outbound call campaign during the corresponding time period comprises a total number of agent resources available for handling outbound communications and inbound communications minus a number of agent resources allocated to the inbound forecast.