Equitable shift rotation and efficient assignment mechanisms for contact center agents
First Claim
1. A method for scheduling agents in a contact center using a computer comprising:
- receiving a first input from a user at the computer defining a cycle, wherein the cycle comprises one or more shifts, wherein each shift is associated with a shift starting time, a shift ending time, and one or more shift breaks, wherein each shift break is associated with a shift break start and end time, and wherein each shift is associated with a day of a week;
defining a roster template by using the computer, the roster template comprising one or more cycles, and wherein the roster template covers one or more days;
associating an agent to a particular cycle of the one or more cycles by the computer based on a second input from the user, thereby creating a roster template instance stored in the computer;
associating, by the computer, the roster template instance to a specified one or more days of a calendar in a scheduling period; and
associating the roster template instance to another specified one or more days of the calendar during the scheduling period by the computer, wherein the another specified one or more days does not overlap with the specified one or more days, thereby scheduling the agent by the computer to work on corresponding shifts of the particular cycle on the specified one or more days and the another specified one or more days;
receiving input from a call handler, the input identifying the agent logging into the call handler;
determining the agent is scheduled to work; and
providing a message to the call handler indicating the agent is scheduled to work, wherein the call handler is configured to direct a voice call to a workstation used by the agent.
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Accused Products
Abstract
Systems and methods are provided for facilitating equitable assignment of rotating shifts to agents in a contact center. In one embodiment, points are allocated to agents indicating their frequency of receiving undesirable shift assignments. Based on the previously allocated points, future undesirable shifts are assigned to agents. The point allocation scheme accommodates various exceptions scheduling periodic rotating shifts, such as skipping assignment of an agent from an upcoming undesirable shift, agents leaving, swapping a shift, and agents being added. In another embodiments, agents are assigned to rotating shifts using constructs of a cycle and a rotation template, which facilitates assigning agents to a work schedule with a calendar in a repetitious manner, and where certain shifts are non-rotational in nature and other shifts are rotational in nature.
27 Citations
22 Claims
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1. A method for scheduling agents in a contact center using a computer comprising:
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receiving a first input from a user at the computer defining a cycle, wherein the cycle comprises one or more shifts, wherein each shift is associated with a shift starting time, a shift ending time, and one or more shift breaks, wherein each shift break is associated with a shift break start and end time, and wherein each shift is associated with a day of a week; defining a roster template by using the computer, the roster template comprising one or more cycles, and wherein the roster template covers one or more days; associating an agent to a particular cycle of the one or more cycles by the computer based on a second input from the user, thereby creating a roster template instance stored in the computer; associating, by the computer, the roster template instance to a specified one or more days of a calendar in a scheduling period; and associating the roster template instance to another specified one or more days of the calendar during the scheduling period by the computer, wherein the another specified one or more days does not overlap with the specified one or more days, thereby scheduling the agent by the computer to work on corresponding shifts of the particular cycle on the specified one or more days and the another specified one or more days; receiving input from a call handler, the input identifying the agent logging into the call handler; determining the agent is scheduled to work; and providing a message to the call handler indicating the agent is scheduled to work, wherein the call handler is configured to direct a voice call to a workstation used by the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer-readable non-transitory medium storing instructions that when executed by a processor cause the processor to:
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receive a first input from a user defining a cycle, wherein the cycle comprises one or more shifts, wherein each shift is associated with a shift starting time, a shift ending time, and one or more shift breaks, wherein each shift break is associated with a shift break start and end time, and wherein each shift is associated with a day of a week; receive a second input from the user defining a roster template, the roster template comprising one or more cycles, and wherein the roster template covers one or more days; associating an agent to a particular cycle of the one or more cycles based on a third input from the user, thereby creating a roster template instance stored in a memory; associating the roster template instance to a specified one or more days of a calendar in a scheduling period; associating the roster template instance to another specified one or more days of the calendar during the scheduling period, wherein the another specified one or more days does not overlap with the specified one or more days, thereby scheduling the agent to work on corresponding shifts of the particular cycle on the specified one or more days and the another specified one or more days; receive a login request from a call handler, the login request identifying the agent; determine the agent is currently scheduled to work; and authorize the call handler to direct a voice call to a workstation used by the agent. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A system for scheduling workers over a scheduling period, comprising:
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a workforce management component comprising a first processor configured to; receive a first input from a user defining a cycle, wherein the cycle comprises one or more shifts, wherein each shift is associated with a shift starting time, a shift ending time, and one or more shift breaks, wherein each shift break is associated with a shift break start and end time, and wherein each shift is associated with a day of a week, define a roster template, the roster template comprising one or more cycles, and wherein the roster template covers one or more days, associate an agent to a particular cycle of the one or more cycles based on a second input from the user, thereby creating a roster template instance stored in the computer, associate the roster template instance to a specified one or more days of a calendar in a scheduling period, and associate the roster template instance to another specified one or more days of the calendar during the scheduling period by the computer, wherein the another specified one or more days does not overlap with the specified one or more days, thereby scheduling the agent to work on corresponding shifts of the particular cycle on the specified one or more days and the another specified one or more days, and determine the agent is scheduled to work in response to receiving a login request; and a call handler comprising a second processor configured to; transmit the login request to the workforce management component, receive a response from the workforce management component indicating the agent is scheduled to work, and direct a voice call to a workstation used by the agent in response to receiving the response from the workforce management component indicating the agent is scheduled to work. - View Dependent Claims (20, 21, 22)
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Specification