Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications
First Claim
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 and (2) a second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications;
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;
generating by a workforce management system a forecast based on the set of campaign parameters and the historical dataset establishing, the forecast identifying a number of inbound communications expected to be received using the second channel of communication during the campaign;
identifying by the workforce management system a number of agent resources needed to handle the 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 number of agent resources needed to handle the number of inbound communications expected to be received during the campaign.
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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.
49 Citations
21 Claims
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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:
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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 and (2) a second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications; 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; generating by a workforce management system a forecast based on the set of campaign parameters and the historical dataset establishing, the forecast identifying a number of inbound communications expected to be received using the second channel of communication during the campaign; identifying by the workforce management system a number of agent resources needed to handle the 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 number of agent resources needed to handle the number of inbound communications expected to be received during the campaign. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. 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:
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generate a forecast based on a set of campaign parameters and a historical dataset, wherein;
(1) the set of campaign parameters comprises (a) the first channel of communication to be used to send outbound communications and (b) the second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications, (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, and (3) the forecast identifies a number of inbound communications to receive using the second channel of communication during the campaign;identify a number of agent resources needed to handle the number of inbound communications; and generate the roster template comprising one or more shifts identifying agent resources to schedule based on the number of agent resources needed to handle the number of inbound communications forecasted to be received during the campaign. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. 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 and (b) the second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications, (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, and (3) the forecast identifies a number of inbound communications to receive using the second channel of communication during the campaign;identify a first number of agent resources needed to handle the number of inbound communications; and generate the roster template comprising one or more shifts identifying agent resources to schedule based on the number of agent resources needed to handle the number of inbound communications forecasted to be received during the campaign. - View Dependent Claims (16, 17, 18, 19, 20, 21)
Specification