Optimizing staffing levels with reduced simulation
First Claim
1. A method for at least partially determining a final staffing schedule by scheduling a plurality of staffing resource units (SRUs) into at least one shift, with each SRU being respectively characterized by a class of a plurality of predetermined classes, the method comprising:
- determining a subset of to-be-simulated classes, the subset including at least one class but less than all classes of the plurality of predetermined classes;
determining, at least in part by simulation performed by a simulator for simulating ticket servicing in a ticketing system, a first staffing schedule, with all staffing in the first staffing schedule being provided by scheduled SRUs being respectively characterized by a class from the subset; and
converting, by the processor set, the first staffing schedule into a second staffing schedule by selectively replacing one or more of scheduled SRUs with one or more SRUs respectively characterized by a class outside the subset which is a lower class than the class of the corresponding scheduled SRU being replaced.
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Accused Products
Abstract
A method, system and software for determining a final staffing schedule in a ticketing system by scheduling a plurality of staffing resource units (SRUs) of multiple classes into one or more shift(s). The method includes finding a simulated staffing schedule for some sub-set of class(es), where the sub-set of class(es) is: (i) less than the total number of classes; and (ii) can accomplish all tasks that may come in during the shift(s) being scheduled. The schedule for the sub-set of classes is then converted into a schedule including SRUs of every class based on historical data relating to historical proportions between SRUs of various classes and/or incoming tasks of various types.
64 Citations
20 Claims
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1. A method for at least partially determining a final staffing schedule by scheduling a plurality of staffing resource units (SRUs) into at least one shift, with each SRU being respectively characterized by a class of a plurality of predetermined classes, the method comprising:
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determining a subset of to-be-simulated classes, the subset including at least one class but less than all classes of the plurality of predetermined classes; determining, at least in part by simulation performed by a simulator for simulating ticket servicing in a ticketing system, a first staffing schedule, with all staffing in the first staffing schedule being provided by scheduled SRUs being respectively characterized by a class from the subset; and converting, by the processor set, the first staffing schedule into a second staffing schedule by selectively replacing one or more of scheduled SRUs with one or more SRUs respectively characterized by a class outside the subset which is a lower class than the class of the corresponding scheduled SRU being replaced. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A simulator system for at least partially determining a final staffing schedule by scheduling a plurality of staffing resource units (SRUs) into at least one shift, with each SRU being respectively characterized by a class of a plurality of predetermined classes, the computer system comprising:
one or more processors, one or more computer-readable memories, one or more computer-readable storage devices, and program instructions stored on at least one of the one or more storage devices for execution by at least one of the one or more processors via at least one of the one or more memories, with the processor(s), computer-readable memory(ies), computer-readable storage device(s) and program instructions being structured, connected and/or programmed to form a simulator for simulating ticket servicing in a ticketing system, the program instructions comprising; first program instructions to determine a subset of to-be-simulated classes, the subset including at least one class but less than all classes of the plurality of predetermined classes; second program instructions to determine, at least in part by simulation performed by a processor set, a first staffing schedule, with all staffing in the first staffing schedule being provided by scheduled SRUs being respectively characterized by a class from the subset; and third program instructions programmed to convert, by the processor set, the first staffing schedule into a second staffing schedule by selectively replacing one or more of scheduled SRUs with one or more SRUs respectively characterized by a class outside the subset which is a lower class than the class of the corresponding scheduled SRU being replaced. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computer program product for at least partially determining a final staffing schedule by scheduling a plurality of staffing resource units (SRUs) into at least one shift, with each SRU being respectively characterized by a class of a plurality of predetermined classes, the computer program product comprising a software storage device having software stored thereon, the software comprising:
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first program instructions to determine a subset of to-be-simulated classes, the subset including at least one class but less than all classes of the plurality of predetermined classes; second program instructions to determine, at least in part by simulation performed by a simulator for simulating ticket servicing in a ticketing system, a first staffing schedule, with all staffing in the first staffing schedule being provided by scheduled SRUs being respectively characterized by a class from the subset; and third program instructions programmed to convert, by the processor set, the first staffing schedule into a second staffing schedule by selectively replacing one or more of scheduled SRUs with one or more SRUs respectively characterized by a class outside the subset which is a lower class than the class of the corresponding scheduled SRU being replaced; wherein; the software is stored on a software storage device in a manner less transitory than a signal in transit. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification