Methods for long-range contact center staff planning utilizing discrete event simulation

• US 8,015,042 B2
• Filed: 09/28/2006
• Issued: 09/06/2011
• Est. Priority Date: 04/02/2001
• Status: Expired due to Fees

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Seetharaman, Krithika, Hamilton, Edward, Fama, Jason
• Primary Examiner(s): Jarrett; Scott L
• Application Number:
  US11/529,132
• Publication Number:
  US 20070061183A1
• Time in Patent Office: 1,804 Days
• Field of Search: 705/7.12
• US Class Current: 705/7.12
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change

Abstract

Systems and methods for long-range simulation are provided. A representative method includes: defining at least one resource description, wherein a resource description comprises a group of resources that have similar characteristics, and wherein defining comprises specifying the characteristics, including at least one capability and at least one performance measure; defining at least one work load; and specifying at least one criteria to be satisfied by a long-range staffing plan; and calculating an effect of applying the at least one resource description to the at least one work load using discrete event based simulation, wherein the calculated effect includes at least one performance measure for the at least one work load.

Claims

1. A method for performing long-range staff planning in a contact center, the method comprising:

defining a plurality of resource descriptions, wherein each resource description comprises a group of agents that have similar characteristics including at least one capability, at least one performance measure, and at least one attribute specifying an amount of change in a number of agents in the group of agents during a specified time period;

defining a time interval and a plurality of queues comprising contact volumes;

specifying at least one criteria to be satisfied by a long-range staffing plan, wherein the criteria comprises a required quality of service for each queue of the plurality of queues and the long-range staffing plan comprises a long-range schedule for the plurality of resource descriptions;

processing the plurality of resource descriptions and the contact volumes to identify required agent hours and staffing efficiency at each time interval, and multiplying the required agent hours at each time interval by the staffing efficiency at each time interval and number of agents in each group of agents to determine available working hours at each time interval for each resource description; and

calculating an effect of applying the plurality of resource descriptions to each of the plurality of queues while satisfying the at least one criteria using discrete event based simulation on a computer system, wherein the calculated effect comprises two or more of forecasted service level, forecasted hours, and percentage occupancy of the agent, and includes a forecasted performance measure for each of the plurality of queues for each time interval and an overall performance measure for each of the plurality of queues, and

in calculating the effect, a discrete schedule is created using a current hiring plan for one or more of the each group of agents and hours available to be worked by the one or more of the each group of agents during a time corresponding to the discrete schedule, and an agent is alternatively assigned to one or more of the available working hours at each time interval to calculate an incremental effect of adding the agent such that the agent is the only agent being added until the available working hours at each time interval are distributed.

2. The method of claim 1, wherein

at least one of the groups of agents corresponds to employees.

3. The method of claim 2, further comprising converting the forecasted service level, forecasted hours, and percentage occupancy of the employees into a percentage service level per queue per monthly or weekly, a percentage occupancy per profile per monthly or weekly, and forecasted full-time employee hours per monthly or weekly.

4. The method of claim 1, wherein, in calculating the effect, the simulation is performed in multiple iterations.

5. The method of claim 2, wherein at least one of the plurality of resource descriptions includes an employee profile, and wherein the at least one capability includes a skill set.

6. The method of claim 5, wherein the at least one performance measure includes an efficiency percentage indicating the staffing efficiency, and wherein applying the plurality of resource descriptions to the plurality of queues includes staffing at least one queue with the at least one employee profile.

7. The method of claim 6, wherein the calculated effect further includes a queue occupancy for each queue, and an estimated cost of the long-range staffing plan.

8. The method of claim 6, wherein the characteristics further include:

shrinkage, wherein shrinkage comprises various categories of time for which an employee is paid, but during which the employee does not work;

burden, wherein burden comprises various categories of expenses associated with the employee, including benefit expenses; and

wage.

9. The method of claim 6, wherein specifying characteristics further comprises specifying whether a profile may be hired into, and a time period required to bring an employee hired into the profile to a predefined level of efficiency.

10. The method of claim 6, further comprising displaying the calculated effect of the long-rang staffing plan, comprising displaying for each queue of the at least one queue for each of a plurality of predefined time periods:

a contact volume;

a predefined average handling time goal;

an actual service level; and

a required service level.