Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications

• US 9,426,291 B1
• Filed: 10/16/2015
• Issued: 08/23/2016
• Est. Priority Date: 10/16/2015
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Ouimette, Jason P., Neuer, Ellwood I. III, Haggerty, Christopher S.
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US14/884,823
• Time in Patent Office: 312 Days
• Field of Search: 379/210.01, 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/265.12, 379/265.13, 379/265.14, 379/266.01, 379/266.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.08, 379/266.09, 379/266.1
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/367 Traffic or load control
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• 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 a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign. From the forecast, a number of agent resources needed to handle the inbound communications is identified and a roster template is generated that comprises shifts identifying agent resources to schedule based on the number of agent resources needed to handle the inbound communications.

Claims

1. A method for generating a roster template for use in scheduling agent resources for a contact center to conduct a campaign, the method comprising the steps of:

defining a set of campaign parameters for the campaign, the set of campaign parameters comprising (1) a first channel of communication to be used to send outbound communications, (2) a second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications, and (3) a time period during which the campaign is to be conducted;

selecting a historical dataset for the campaign comprising historical outbound communications sent using the first channel of communication that generated historical inbound communications received using the second channel of communication during a historical time period;

generating by a workforce management system a forecast based on the set of campaign parameters and the historical dataset establishing a first success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and a first average response time to receive the inbound communication, the forecast identifying a first number of inbound communications to receive using the second channel of communication during the time period the campaign is to be conducted;

identifying by the workforce management system a first number of agent resources needed to handle the first number of inbound communications; and

generating the roster template by the workforce management system, the roster template comprising one or more shifts identifying agent resources to schedule based on the first number of agent resources needed to handle the first number of inbound communications forecasted to be received during the time period the campaign is to be conducted.

2. The method of claim 1 further comprising the step of generating a schedule by the workforce management system based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted.

3. The method of claim 2 further comprising the steps of:

identifying the actual agent resources from the schedule by a campaign monitoring system; and

verifying agent resources currently logged in to handle inbound communications for the campaign by the campaign monitoring system based on the actual agent resources identified from the schedule to identify any discrepancies between the agent resources currently logged in to handle inbound communications for the campaign and the actual agent resources identified from the schedule.

4. The method of claim 3 further comprising the steps of:

receiving a message from a contact device about an inbound communication received by the contact center for the campaign by the campaign monitoring system;

selecting a particular agent from the agent resources currently logged in to handle the inbound communication for the campaign by the campaign monitoring system;

determining whether the particular agent can handle the inbound communication based on capabilities of the particular agent with respect to handling inbound communications received using the second channel of communication by the campaign monitoring system; and

sending a message to the contact device advising the contact device to transfer the inbound communication to the particular agent based on determining the particular agent can handle the inbound communication.

5. The method of claim 1, wherein:

(1) the set of campaign parameters further comprises a third channel of communication to also be used to receive the inbound communications generated as a result of sending the outbound communications,

(2) the historical dataset comprises additional historical outbound communications sent using the first channel of communication that generated additional historical inbound communications received using the third channel of communication during the historical time period,

(3) the forecast generated by the workforce management system is further based on the historical dataset establishing a second success rate for generating an inbound communication using the third channel of communication as a result of sending an outbound communication using the first channel of communication and a second average response time to receive the inbound communication using the third channel of communication, and the forecast further identifies a second number of inbound communications to receive using the third channel of communication during the time period the campaign is to be conducted, and

(4) the method further comprises;

identifying by the workforce management system a second number of agent resources needed to handle the second number of inbound communications to receive using the third channel of communication;

evaluating the roster template by the workforce management system to identify a first deficiency in which the agent resources identified in the one or more shifts to schedule do not meet the second number of agent resources needed to handle the second number of communications to receive using the third channel of communication;

determining whether to address the first deficiency by the workforce management system based on the first deficiency causing one or more requirements set forth by a first defined parameter not to be met; and

after determining to address the first deficiency, revising the one or more shifts identifying the agent resources to schedule for the roster template by the workforce management system to address the first deficiency so that;

(1) the one or more requirements set forth by the at least one defined parameter are met, and

(2) a second deficiency is not created in which the agent resources identified in the revised one or more shifts to schedule do not meet the first number of agent resources needed to handle the first number of inbound communications forecasted to be received during the time period the campaign is to be conducted causing one or more requirements set forth by a second defined parameter not to be met.

6. The method of claim 5 further comprising the step of identifying the second channel of communication as having priority over the third channel of communication, wherein the step of generating the roster template is carried out with respect to the first number of agent resources needed to handle the first number of communications in response to the second channel of communication having priority over the third channel of communication.

7. The method of claim 5 further comprising the step of generating a schedule by the workforce management system based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted, wherein the actual agent resources are scheduled based on being able to handle inbound communications involving both the second channel of communication and the third channel of communication.

8. The method of claim 5 further comprising the step of generating a schedule by the workforce management system based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted, wherein the actual agent resources are scheduled based on being able to handle communications involving both the second channel of communication and the third channel of communication at virtually the same time.

9. A non-transitory, computer-readable medium comprising computer-executable instructions for generating a roster template for use in scheduling agent resources for a contact center to conduct a campaign that when executed cause at least one computer processor to:

generate a forecast based on a set of campaign parameters and a historical dataset establishing a first success rate for generating an inbound communication using a second channel of communication as a result of sending an outbound communication using a first channel of communication and a first average response time to receive the inbound communication, wherein;

(1) the set of campaign parameters comprises (a) the first channel of communication to be used to send outbound communications, (b) the second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications, and (c) a time period during which the campaign is to be conducted, (2) the historical dataset comprises historical outbound communications sent using the first channel of communication that generated historical inbound communications received using the second channel of communication during a historical time period, and (3) the forecast identifies a first number of inbound communications to receive using the second channel of communication during the time period the campaign is to be conducted;

identify a first number of agent resources needed to handle the first number of inbound communications; and

generate the roster template comprising one or more shifts identifying agent resources to schedule based on the first number of agent resources needed to handle the first number of inbound communications forecasted to be received during the time period the campaign is to be conducted.

10. The non-transitory, computer-readable medium of claim 9, wherein the computer-executable instructions when executed further cause the at least one computer processor to generate a schedule based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted.

11. The non-transitory, computer-readable medium of claim 10, wherein the computer-executable instructions when executed further cause the at least one computer processor to:

identify the actual agent resources from the schedule; and

verify agent resources currently logged in to handle inbound communications for the campaign based on the actual agent resources identified from the schedule to identify any discrepancies between the agent resources currently logged in to handle inbound communications for the campaign and the actual agent resources identified from the schedule.

12. The non-transitory, computer-readable medium of claim 11, wherein the computer-executable instructions when executed further cause the at least one computer processor to:

receive a message from a contact device about an inbound communication received by the contact center for the campaign;

select a particular agent from the agent resources currently logged in to handle the inbound communication for the campaign;

determine whether the particular agent can handle the inbound communication based on capabilities of the particular agent with respect to handling inbound communications received using the second channel of communication; and

send a message to the contact device advising the contact device to transfer the inbound communication to the particular agent based on determining the particular agent can handle the inbound communication.

13. The non-transitory, computer-readable medium of claim 9, wherein:

(1) the set of campaign parameters further comprises a third channel of communication to also be used to receive the inbound communications generated as a result of sending the outbound communications,

(2) the historical dataset comprises additional historical outbound communications sent using the first channel of communication that generated additional historical inbound communications received using the third channel of communication during the historical time period,

(3) the forecast is further based on the historical dataset establishing a second success rate for generating an inbound communication using the third channel of communication as a result of sending an outbound communication using the first channel of communication and a second average response time to receive the inbound communication using the third channel of communication, and the forecast further identifies a second number of inbound communications to receive using the third channel of communication during the time period the campaign is to be conducted, and

(4) the computer-executable instructions when executed further cause the at least one computer processor to;

identify a second number of agent resources needed to handle the second number of inbound communications to receive using the third channel of communication;

evaluate the roster template to identify a first deficiency in which the agent resources identified in the one or more shifts to schedule do not meet the second number of agent resources needed to handle the second number of communications to receive using the third channel of communication;

determine whether to address the first deficiency based on the first deficiency causing one or more requirements set forth by a first defined parameter not to be met; and

after determining to address the first deficiency, revise the one or more shifts identifying the agent resources to schedule for the roster template to address the first deficiency so that;

(1) the one or more requirements set forth by the at least one defined parameter are met, and

(2) a second deficiency is not created in which the agent resources identified in the revised one or more shifts to schedule do not meet the first number of agent resources needed to handle the first number of inbound communications forecasted to be received during the time period the campaign is to be conducted causing one or more requirements set forth by a second defined parameter not to be met.

14. The non-transitory, computer-readable medium of claim 13, wherein the computer-executable instructions when executed cause the at least one computer processor to generate the roster template with respect to the first number of agent resources needed to handle the first number of communications in response to the second channel of communication having priority over the third channel of communication.

15. The non-transitory, computer-readable medium of claim 13, wherein the computer-executable instructions when executed further cause the at least one computer processor to generate a schedule based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted, and the actual agent resources are scheduled based on being able to handle inbound communications involving both the second channel of communication and the third channel of communication.

16. The non-transitory, computer-readable medium of claim 13, wherein the computer-executable instructions when executed further cause the at least one computer processor to generate a schedule based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted, and the actual agent resources are scheduled based on being able to handle communications involving both the second channel of communication and the third channel of communication at virtually the same time.

17. A system for generating a roster template for use in scheduling agent resources for a contact center to conduct a campaign comprising:

a workforce management component configured to;

generate a forecast based on a set of campaign parameters and a historical dataset establishing a first success rate for generating an inbound communication using a second channel of communication as a result of sending an outbound communication using a first channel of communication and a first average response time to receive the inbound communication, wherein;

(1) the set of campaign parameters comprises (a) the first channel of communication to be used to send outbound communications, (b) the second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications, and (c) a time period during which the campaign is to be conducted, (2) the historical dataset comprises historical outbound communications sent using the first channel of communication that generated historical inbound communications received using the second channel of communication during a historical time period, and (3) the forecast identifies a first number of inbound communications to receive using the second channel of communication during the time period the campaign is to be conducted;

identify a first number of agent resources needed to handle the first number of inbound communications; and

generate the roster template comprising one or more shifts identifying agent resources to schedule based on the first number of agent resources needed to handle the first number of inbound communications forecasted to be received during the time period the campaign is to be conducted.

18. The system of claim 17, wherein the workforce management component is further configured to generate a schedule based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted.

19. The system of claim 18 further comprising a campaign monitoring component configured to:

identify the actual agent resources from the schedule; and

verify agent resources currently logged in to handle inbound communications for the campaign based on the actual agent resources identified from the schedule to identify any discrepancies between the agent resources currently logged in to handle inbound communications for the campaign and the actual agent resources identified from the schedule.

20. The system of claim 19, wherein the campaign monitoring component is further configured to:

receive a message from a contact device about an inbound communication received by the contact center for the campaign;

select a particular agent from the agent resources currently logged in to handle the inbound communication for the campaign;

determine whether the particular agent can handle the inbound communication based on capabilities of the particular agent with respect to handling inbound communications received using the second channel of communication; and

send a message to the contact device advising the contact device to transfer the inbound communication to the particular agent based on determining the particular agent can handle the inbound communication.

21. The system of claim 17, wherein:

(1) the set of campaign parameters further comprises a third channel of communication to also be used to receive the inbound communications generated as a result of sending the outbound communications,

(2) the historical dataset comprises additional historical outbound communications sent using the first channel of communication that generated additional historical inbound communications received using the third channel of communication during the historical time period,

(3) the forecast generated by the workforce management system is further based on the historical dataset establishing a second success rate for generating an inbound communication using the third channel of communication as a result of sending an outbound communication using the first channel of communication and a second average response time to receive the inbound communication using the third channel of communication, and the forecast further identifies a second number of inbound communications to receive using the third channel of communication during the time period the campaign is to be conducted, and

(4) the workforce management component is further configured to;

identify a second number of agent resources needed to handle the second number of inbound communications to receive using the third channel of communication;

evaluate the roster template to identify a first deficiency in which the agent resources identified in the one or more shifts to schedule do not meet the second number of agent resources needed to handle the second number of communications to receive using the third channel of communication;

determine whether to address the first deficiency based on the first deficiency causing one or more requirements set forth by a first defined parameter not to be met; and

after determining to address the first deficiency, revise the one or more shifts identifying the agent resources to schedule for the roster template to address the first deficiency so that;

(1) the one or more requirements set forth by the at least one defined parameter are met, and

(2) a second deficiency is not created in which the agent resources identified in the revised one or more shifts to schedule do not meet the first number of agent resources needed to handle the first number of inbound communications forecasted to be received during the time period the campaign is to be conducted causing one or more requirements set forth by a second defined parameter not to be met.

22. The system of claim 21, wherein the workforce management component is further configured to generate the roster template with respect to the first number of agent resources needed to handle the first number of communications in response to the second channel of communication having priority over the third channel of communication.

23. The system of claim 21, wherein the workforce management component is further configured to generate a schedule based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted, and the actual agent resources are scheduled based on being able to handle inbound communications involving both the second channel of communication and the third channel of communication.

24. The system of claim 21, wherein the workforce management component is further configured to generate a schedule based on the roster template, the schedule identifying actual agent resources scheduled to work during the time period the campaign is to be conducted, and the actual agent resources are scheduled based on being able to handle communications involving both the second channel of communication and the third channel of communication at virtually the same time.