Forecasting and scheduling campaigns involving different channels of communication

• US 9,787,840 B1
• Filed: 06/11/2015
• Issued: 10/10/2017
• Est. Priority Date: 06/11/2015
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Neuer, III, Ellwood I., Ouimette, Jason P., Haggerty, Christopher S.
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US14/736,719
• Time in Patent Office: 852 Days
• Field of Search: 37926607
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service
• CPC Class Codes: H04M 7/0048 where the text-based messaging service is a Short Message Service
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service

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 first campaign and a second campaign involving two different channels of communication. Specifically, forecasts are generated for the first and second campaigns and agent resources needed to handle communications forecasted for each campaign are identified. A roster template is generated that includes one or more shifts to schedule based on the agent resources identified for the first campaign and evaluated to identify whether a deficiency exists with respect to the one or more shifts not meeting the agent resources identified for the second campaign. If so, the one or more shifts are revised so as not to cause a second deficiency with respect to the first campaign.

Claims

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

defining a first set of campaign parameters for the first campaign, the first set of campaign parameters comprising (1) a first channel of communication to be used in conducting the first campaign and (2) a first time period during which the first campaign is to be conducted;

defining a second set of campaign parameters for the second campaign, the second set of campaign parameters comprising (1) a second channel of communication to be used in conducting the second campaign, in which the second channel of communication is different than the first channel of communication and (2) a second time period during which the second campaign is to be conducted, in which at least a corresponding portion of each of the second time period and the first time period overlap each other;

selecting a first historical dataset for the first campaign comprising historical data on handling communications involving the first channel of communication during a first historical time period;

selecting a second historical dataset for the second campaign comprising historical data on handling communications involving the second channel of communication during a second historical time period;

generating by a workforce management system a first forecast based on the first historical dataset and the first set of campaign parameters, the first forecast identifying a first number of communications involving the first channel of communication forecasted to be at least one of received and sent during the first time period;

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

generating by the workforce management system a second forecast based on the second historical dataset and the second set of campaign parameters, the second forecast identifying a second number of communications involving the second channel of communication forecasted to be at least one of received and sent during the second time period;

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

generating a 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 communications forecasted to be at least one of received and sent during the first time period for the first campaign;

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 forecasted to be at least one of received and sent during the second time period for the second campaign;

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 first 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 communications forecasted to be at least one of received and sent during the first time period for the first campaign causing one or more requirements set forth by a second defined parameter not to be met.

2. The method of claim 1 further comprising the step of identifying the first campaign as having priority over the second campaign, 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 first campaign having priority over the second campaign.

3. 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 first and second time periods for the first and second campaigns.

4. The method of claim 3, wherein the actual agent resources are scheduled based on being able to handle communications involving both the first channel of communication and the second channel of communication.

5. The method of claim 3, wherein the actual agent resources are scheduled based on being able to handle communications involving both the first channel of communication and the second channel of communication at virtually the same time.

6. The method of claim 3 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 communications for the first and second campaigns 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 communications for the first and second campaigns and the actual agent resources identified from the schedule.

7. The method of claim 6 further comprising the steps of:

receiving a message from a contact device about a communication received or made by the contact center for the first or second campaign by the campaign monitoring system;

selecting a particular agent from the agent resources currently logged in to handle communications for the first and second campaigns by the campaign monitoring system;

determining whether the particular agent can handle the communication based on capabilities of the particular agent with respect to handling communications involving the first channel of communication and 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 communication to the particular agent based on determining the particular agent can handle the communication.

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 first campaign and a second campaign that when executed cause at least one computer processor to:

receive a first set of campaign parameters for the first campaign, the first set of campaign parameters comprising (1) a first channel of communication to be used in conducting the first campaign and (2) a first time period during which the first campaign is to be conducted;

receive a second set of campaign parameters for the second campaign, the second set of campaign parameters comprising (1) a second channel of communication to be used in conducting the second campaign, in which the second channel of communication is different than the first channel of communication and (2) a second time period during which the second campaign is to be conducted, in which at least a corresponding portion of each of the second time period and the first time period overlap each other;

receive a selection of a first historical dataset for the first campaign comprising historical data on handling communications involving the first channel of communication during a first historical time period;

receive a selection of a second historical dataset for the second campaign comprising historical data on handling communications involving the second channel of communication during a second historical time period;

generate a first forecast based on the first historical dataset and the first set of campaign parameters, the first forecast identifying a first number of communications involving the first channel of communication forecasted to be at least one of received and sent during the first time period;

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

generate a second forecast based on the second historical dataset and the second set of campaign parameters, the second forecast identifying a second number of communications involving the second channel of communication forecasted to be at least one of received and sent during the second time period;

identify a second number of agent resources needed to handle the second number of communications;

generate a roster template, 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 communications forecasted to be at least one of received and sent during the first time period for the first campaign;

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 forecasted to be at least one of received and sent during the second time period for the second campaign;

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 first 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 communications forecasted to be at least one of received and sent during the first time period for the first campaign causing one or more requirements set forth by a second defined parameter not to be met.

9. The non-transitory, computer-readable medium of claim 8, wherein the computer-executable instructions when executed further cause the at least one computer processor to:

receive an indication that the first campaign has priority over the second campaign; and

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 first campaign having priority over the second campaign.

10. The non-transitory, computer-readable medium of claim 8, 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 first and second time periods for the first and second campaigns.

11. The non-transitory, computer-readable medium of claim 10, wherein the actual agent resources are scheduled based on being able to handle communications involving both the first channel of communication and the second channel of communication.

12. The non-transitory, computer-readable medium of claim 10, wherein the actual agent resources are scheduled based on being able to handle communications involving both the first channel of communication and the second channel of communication at virtually the same time.

13. 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 communications for the first and second campaigns based on the actual agent resources identified from the schedule to identify any discrepancies between the agent resources currently logged in to handle communications for the first and second campaigns and the actual agent resources identified from the schedule.

14. 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:

receive a message from a contact device about a communication received or made by the contact center for the first or second campaign;

select a particular agent from the agent resources currently logged in to handle communications for the first and second campaigns;

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

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

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

a workforce management component configured to;

receive a first set of campaign parameters for the first campaign, the first set of campaign parameters comprising (1) a first channel of communication to be used in conducting the first campaign and (2) a first time period during which the first campaign is to be conducted;

receive a second set of campaign parameters for the second campaign, the second set of campaign parameters comprising (1) a second channel of communication to be used in conducting the second campaign, in which the second channel of communication is different than the first channel of communication and (2) a second time period during which the second campaign is to be conducted, in which at least a corresponding portion of each of the second time period and the first time period overlap each other;

receive a selection of a first historical dataset for the first campaign comprising historical data on handling communications involving the first channel of communication during a first historical time period;

receive a selection of a second historical dataset for the second campaign comprising historical data on handling communications involving the second channel of communication during a second historical time period;

generate a first forecast based on the first historical dataset and the first set of campaign parameters, the first forecast identifying a first number of communications involving the first channel of communication forecasted to be at least one of received and sent during the first time period;

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

generate a second forecast based on the second historical dataset and the second set of campaign parameters, the second forecast identifying a second number of communications involving the second channel of communication forecasted to be at least one of received and sent during the second time period;

identify a second number of agent resources needed to handle the second number of communications;

generate a roster template, 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 communications forecasted to be at least one of received and sent during the first time period for the first campaign;

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 forecasted to be at least one of received and sent during the second time period for the second campaign;

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 first 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 communications forecasted to be at least one of received and sent during the first time period for the first campaign causing one or more requirements set forth by a second defined parameter not to be met.

16. The system of claim 15, wherein workforce management component is further configured to:

receive an indication that the first campaign has priority over the second campaign; and

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 first campaign having priority over the second campaign.

17. The system of claim 15, wherein 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 first and second time periods for the first and second campaigns.

18. The system of claim 17, wherein the actual agent resources are scheduled based on being able to handle communications involving both the first channel of communication and the second channel of communication.

19. The system of claim 17, wherein the actual agent resources are scheduled based on being able to handle communications involving both the first channel of communication and the second channel of communication at virtually the same time.

20. The system of claim 17, further comprising a campaign monitoring system configured to:

identify the actual agent resources from the schedule; and

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

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

receive a message from a contact device about a communication received or made by the contact center for the first or second campaign;

select a particular agent from the agent resources currently logged in to handle communications for the first and second campaigns;

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

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