Systems and methods for automatic scheduling of a workforce

• US 8,463,638 B2
• Filed: 01/12/2010
• Issued: 06/11/2013
• 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): RANKINS, WILLIAM E
• Application Number:
  US12/686,213
• Publication Number:
  US 20100114645A1
• Time in Patent Office: 1,246 Days
• Field of Search: 705/8, 705/9, 705/7.13, 705/7.16, 705/7.22
• US Class Current: 705/7.16
• 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, a method of workforce scheduling to handle an expected workload comprises, 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 response to a variance in the expected workload, selecting a modification to the first workforce schedule required to handle the variance in the expected workload during the day; and producing a second workforce schedule that modifies the length of at least one of the plurality of shifts to accommodate the modification to the first workforce schedule.

Claims

1. A method of workforce scheduling to handle an expected workload, the method comprising:

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 response to a variance in the expected workload, selecting a modification to the first workforce schedule required to handle the variance in the expected workload during the day; and

in the instruction execution system, identifying a time period during the day during which to accommodate the modification for a worker of the plurality of workers based at least in part on the worker-specific scheduling preferences that are associated with the worker, wherein the worker-specific scheduling preferences that are associated with the worker comprise overtime placement preferences and voluntary time-off placement preferences of the worker; and

producing, by the instruction execution system, a second workforce schedule that modifies the length of at least one of the plurality of shifts that is associated with the worker to accommodate the modification to the first workforce schedule during the identified time period.

2. The method of claim 1 further comprising determining a plurality of possible modifications to the first workforce schedule available to handle the variance in the expected workload.

3. The method of claim 2 wherein selecting the modification to the first workforce schedule required to handle the variance in the expected workload comprises selecting the modification from the plurality of possible modifications.

4. The method of claim 3 wherein the variance in the expected workload comprises an increase in the expected workload during the day.

5. The method of claim 4 wherein the modification comprises a period of overtime for the worker during the day.

6. The method of claim 3 wherein the variance in the expected workload comprises a decrease in the expected workload during the day.

7. The method of claim 6 wherein the modification comprises a period of time-off for the worker during the day.

8. A system for workforce scheduling to handle an expected workload, comprising:

an interface that receives 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;

a processor coupled to the interface that, in response to a variance in the expected workload, selects a modification to the first workforce schedule required to handle the variance in the expected workload during the day, identifies a time period during the day during which to accommodate the modification for a worker of the plurality of workers based at least in part on the worker-specific scheduling preferences that are associated with the worker, wherein the worker-specific scheduling preferences that are associated with the worker comprise overtime placement preferences and voluntary time-off placement preferences of the worker, and produces a second workforce schedule that modifies the length of one of the plurality of shifts that is associated with the worker to accommodate the modification to the first workforce schedule during the identified time period.

9. The system of claim 8 wherein the processor further determines a plurality of possible modifications to the first workforce schedule available to handle the variance in the expected workload.

10. The system of claim 9 wherein, to select the modification to the first workforce schedule required to handle the variance in the expected workload, the processor selects the modification from the plurality of possible modifications.

11. The system of claim 10 wherein the variance in the expected workload comprises an increase in the expected workload during the day.

12. The system of claim 11 wherein the modification comprises a period of overtime for the worker during the day.

13. The system of claim 10 wherein the variance in the expected workload comprises a decrease in the expected workload during the day.

14. The system of claim 13 wherein the modification comprises a period of time-off for the worker during the day.

15. A non-transitory computer readable medium having program instructions stored thereon that, when executed by a computer system, direct the computer system to:

receive 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, and to receive worker-specific scheduling preferences associated with the plurality of workers; and

in response to a detected variance in an expected workload, select either an overtime modification to the first workforce schedule or a time-off modification to the first workforce schedule to handle the variance in the expected workload during the day, identify a time period during the day during which to accommodate either the overtime modification or the time-off modification for a worker of the plurality of workers based on the worker-specific scheduling preferences that are associated with the worker, wherein the worker-specific scheduling preferences that are associated with the worker comprise overtime placement preferences and voluntary time-off placement preferences of the worker, and produce a second workforce schedule that modifies the length of one of the plurality of shifts that is associated with the worker to accommodate either the overtime modification or the time-off modification to the first workforce schedule during the identified time period.

16. The non-transitory computer readable medium of claim 15 wherein the program instructions further direct the computer system to determine a plurality of possible modifications to the first workforce schedule available to handle the detected variance in the expected workload.

17. The non-transitory computer readable medium of claim 16 wherein, to select the modification to the first workforce schedule required to handle the detected variance in the expected workload, the program instructions direct the computer system to select either the overtime modification or the time-off modification from the plurality of possible modifications.

18. The non-transitory computer readable medium of claim 15 wherein the detected variance in the expected workload comprises an increase in the expected workload during the day.

19. The non-transitory computer readable medium of claim 15 wherein the detected variance in the expected workload comprises a decrease in the expected workload during the day.

20. The non-transitory computer readable medium of claim 15 wherein the worker-specific scheduling preferences that are associated with the worker comprise maximum overtime per day and maximum voluntary time-off per day.