System and method for self-scheduling of service representatives

• US 8,825,507 B1
• Filed: 02/03/2006
• Issued: 09/02/2014
• Est. Priority Date: 02/03/2006
• Status: Expired due to Fees

• Current Assignee: Serenova LLC (Lifesize Communications Incorporated)
• Original Assignee: Liveops Incorporated
• Inventors: Toy, Michael, Ginda, Robert G., Tabb, Lloyd
• Primary Examiner(s): DICKERSON, TIPHANY B
• Application Number:
  US11/346,677
• Time in Patent Office: 3,133 Days
• Field of Search: 705/7.13, 705/7.25, 705/7.16
• US Class Current: 705/7.13
• CPC Class Codes: G06Q 10/1095 Meeting or appointment

Abstract

A system and method for facilitating service representatives'"'"' self-scheduling of work. Work may be released for a given work period (e.g., one week) in multiple rounds, with the period being broken into multiple timeslots, each timeslot having one or more seats for representatives. A representative may be limited as to the number of timeslots he can commit to in a given scheduling round. A representative operates a user interface to access his personalized schedule, which indicates the status of each timeslot through different appearances (e.g., colors, line patterns). The representative commits to timeslots that have work available for which he is qualified, and the schedule is updated in real-time as work availability changes. Seats may be distributed among multiple virtual rooms in a timeslot, and a representative may need to be qualified to sit in a special room.

Claims

1. An automated computer-implemented method of facilitating telephone agents'"'"' self-scheduling for work, the method comprising, at a computing device:

identifying a first timeslot during which a media event identifying a product will be broadcast;

estimating a threshold number of telephone agents needed to handle calls for the product during the first timeslot;

creating seats for the threshold number of agents in one or more virtual rooms;

receiving from a first agent'"'"'s client device a request for available work;

transmitting to the client device a personalized schedule of work available to the first agent;

displaying on the client device a plurality of timeslots available to the first agent, including the first timeslot, wherein;

said timeslots graphically represent multiple periods of time selectable by the first agent to self-schedule work; and

at least one of said timeslots includes a graphical icon indicating a status of the timeslot with regard to the first agent;

receiving from the client device a request to to work the first timeslot; and

committing the first agent to work the first timeslot if;

the agent is qualified to work within a virtual room in the first timeslot; and

the threshold number of telephone agents has not already been committed to work the first timeslot;

granting a commit budget to the first agent, wherein the commit budget to the first agent indicates number of commitments the first agent can make within a time period accessible by the first agent to self-schedule work;

enabling the first agent to request an update to the personalized schedule in real time when work availability and/or schedule of another agent change and to un-commit from the first timeslot the agent has been committed to and commit to a second timeslot based on changes in the work availability and/or the schedule of the another agent without exceeding the commit budget granted to the first agent;

keeping the commit budget granted to the first agent unchanged if the second timeslot the first agent commits to is marked as free.

2. The method of claim 1, wherein said estimating comprises:

predicting a number of calls that will be received for the product during the first timeslot; and

determining a number of agents needed to handle the predicted number of calls.

3. The method of claim 2, wherein one or more of said predicting and said determining is based on historical data regarding a previous media event identifying the product.

4. The method of claim 2, wherein said determining comprises looking up a multiplier associated with the product.

5. The method of claim 1, wherein said creating comprises:

determining whether a special room is desired in the first timeslot for seating agents for handling calls for the product, wherein a special room is restricted to agents having;

specialized training for handling calls for the product;

a special talent;

a special skill;

or

a minimum agent rating.

6. The method of claim 5, wherein all calls received for the product during the first timeslot are routed to agents seated in a special room.

7. The method of claim 5, wherein said creating further comprises creating a General room in which to seat all agents not seated in a special room.

8. The method of claim 1, wherein said receiving a request for available work comprises:

receiving a request for scheduling data for the first agent; and

determining a work period the first agent is permitted to self-schedule work within, wherein the work period includes the first timeslot.

9. The method of claim 8, wherein the work period depends upon the first agent'"'"'s seniority among a plurality of telephone agents.

10. The method of claim 1, wherein each timeslot displayed on the client device has one of the following statuses:

open for commitment by the first agent;

currently committed to by the first agent;

pending un-commitment;

or

closed.

11. The method of claim 1, wherein said receiving a request to commit to work the first timeslot comprises:

determining whether the first timeslot lies within a period of time during which the first agent is permitted to self-schedule work;

determining whether the first agent is qualified to sit in a virtual room existing during the first timeslot; and

determining whether any seats are available in a virtual room that exists during the first timeslot and that the agent is qualified to sit in.

12. The method of claim 1, further comprising after said committing:

updating the appearance of just the first timeslot on the client device to indicate the first agent has been committed to work the first timeslot.

13. The method of claim 1, further comprising:

receiving from the client device a request to un-commit from working the first timeslot; and

un-committing the first agent from the first timeslot if another agent qualified to handle calls for the product subsequently commits to the first timeslot.

14. The method of claim 1, further comprising:

automatically transmitting updated schedule information to the client device; and

automatically changing the appearances of one or more timeslots displayed on the client device to indicate their updated statuses.

15. The method of claim 1, wherein the commit budget is decremented each time the first agent commits to a timeslot unless the timeslot is identified as a free timeslot.

16. The method of claim 1, wherein the first agent'"'"'s satisfaction of past committed timeslots is monitored as the first agent'"'"'s commit performance.

17. The method of claim 16, wherein the first agent'"'"'s commit performance affects the first agent'"'"'s commit budget.

18. The automated computer-implemented method of claim 1, said graphical icon indicating a status selected from the group consisting of bonus, free, extra pay, guaranteed minimum pay, satisfied commitment, unsatisfied commitment, hours worked, availability, no calls, closed, committed, pending un-commit, open for commitment, and time actively working.

19. A scheduling system for facilitating telephone agents'"'"' self-scheduling of work during a plurality of timeslots, the system comprising:

one or more computer databases configured to store;

media event data describing a media event associated with a product; and

schedule data reflecting available work, wherein the work is made available in the form of seats that the agents may commit to; and

a web server including;

a media event editor configured to access the media event data to estimate a number of telephone calls expected to be received for the product during a first timeslot;

a room scheduler configured to;

create one or more virtual rooms in the first timeslot based on the estimate; and

generate seats in the created virtual rooms for a threshold number of agents for handling a number of calls for the product expected to be received during the first timeslot; and

storing said seats as available work in said databases; and

a schedule server configured to;

publish the seats to the agents in the form of personalized schedules the agents may modify in real-time;

graphically display the seats as available timeslots, representing multiple periods of time selectable by the agents to self-schedule work, to the agents at the agents'"'"' client devices, wherein at least one of said timeslots includes a graphical icon indicating a status of the timeslot with regard to an agent viewing the display;

receive requests from the agents'"'"' client devices indicating selections made by the agents to commit to one or more available timeslots;

grant a commit budget to the first agent, wherein the commit budget to the first agent indicates number of commitments the first agent can make within a time period accessible by the first agent to self-schedule work;

enable the first agent to request an update to the personalized schedule in real time when work availability and/or schedule of another agent change and to un-commit from the first timeslot the agent has been committed to and commit to a second timeslot based on changes in the work availability and/or the schedule of the another agent without exceeding the commit budget granted to the first agent;

keep the commit budget granted to the first agent unchanged if the second timeslot the first agent commits to is marked as free.

20. The scheduling system of claim 19, further comprising data communication links to the telephone agents, wherein the data links are used to:

transmit the schedules and updated schedule information to the agents; and

receive from the agents requests to modify their personalized schedules.

21. The scheduling system of claim 19, wherein:

the scheduling server is further configured to enforce a commit budget for each agent; and

an agent'"'"'s commit budget is a maximum number of timeslots the agent may commit to working.

22. The scheduling system of claim 21, wherein an agent'"'"'s commit budget is affected by the agent'"'"'s rating.

23. The scheduling system of claim 21, wherein an agent'"'"'s commit budget is affected by the agent'"'"'s commit performance;

wherein the commit performance reflects the agent'"'"'s satisfaction of commitments to working past timeslots.

24. The scheduling system of claim 19, wherein the number of future timeslots an agent may perform self-scheduling for is determined by the agent'"'"'s seniority among the telephone agents.

25. The scheduling system of claim 19, said graphical icon indicating a status selected from the group consisting of bonus, free, extra pay, guaranteed minimum pay, satisfied commitment, unsatisfied commitment, hours worked, availability, no calls, closed, committed, pending un-commit, open for commitment, and time actively working.

26. A non-transitory computer-readable medium storing instructions that, when executed by a computer, cause the computer to perform a method of facilitating telephone agents'"'"' self-scheduling for work, the method comprising:

identifying a first timeslot during which a media event identifying a product will be broadcast;

estimating a threshold number of telephone agents needed to handle calls for the product during the first timeslot;

creating seats for the threshold number of agents in one or more virtual rooms;

receiving from a first agent'"'"'s client device a request for available work;

transmitting to the client device a personalized schedule of work available to the first agent;

displaying on the client device a plurality of timeslots available to the first agent, including the first timeslot, wherein;

said timeslots graphically represent multiple periods of time selectable by the first agent to self-schedule work; and

at least one of said timeslots includes a graphical icon indicating a status of the timeslot with regard to the first agent;

receiving from the client device a request to commit to work the first timeslot; and

committing the first agent to work the first timeslot if;

the agent is qualified to work within a virtual room in the first timeslot; and

the threshold number of telephone agents has not already been committed to work the first timeslot;

granting a commit budget to the first agent, wherein the commit budget to the first agent indicates number of commitments the first agent can make within a time period accessible by the first agent to self-schedule work;

enabling the first agent to request an update to the personalized schedule in real time when work availability and/or schedule of another agent change and to un-commit from the first timeslot the agent has been committed to and commit to a second timeslot based on changes in the work availability and/or the schedule of the another agent without exceeding the commit budget granted to the first agent;

keeping the commit budget granted to the first agent unchanged if the second timeslot the first agent commits to is marked as free.

27. The non-transitory computer-readable medium of claim 26, wherein said estimating comprises:

predicting a number of calls that will be received for the product during the first timeslot; and

determining a number of agents needed to handle the predicted number of calls.

28. The non-transitory computer-readable medium of claim 27, wherein one or more of said predicting and said determining is based on historical data regarding a previous media event identifying the product.

29. The non-transitory computer-readable medium of claim 27, wherein said determining comprises looking up a multiplier associated with the product.

30. The non-transitory computer-readable medium of claim 26, wherein said creating comprises:

determining whether a special room is desired in the first timeslot for seating agents for handling calls for the product, wherein a special room is restricted to agents having;

specialized training for handling calls for the product;

a special talent;

a special skill;

or

a minimum agent rating.

31. The non-transitory computer-readable medium of claim 30, wherein all calls received for the product during the first timeslot are routed to agents seated in a special room.

32. The non-transitory computer-readable medium of claim 30, wherein said creating further comprises creating a General room in which to seat all agents not seated in a special room.

33. The non-transitory computer-readable medium of claim 26, wherein said receiving a request for available work comprises:

receiving a request for scheduling data for the first agent; and

determining a work period the first agent is permitted to self-schedule work within, wherein the work period includes the first timeslot.

34. The non-transitory computer-readable medium of claim 33, wherein the work period depends upon the first agent'"'"'s seniority among a plurality of telephone agents.

35. The non-transitory computer-readable medium of claim 26, wherein each timeslot displayed on the client device has one of the following statuses:

open for commitment by the first agent;

currently committed to by the first agent;

pending un-commitment;

or

closed.

36. The non-transitory computer-readable medium of claim 26, wherein said receiving a request to commit to work the first timeslot comprises:

determining whether the first timeslot lies within a period of time during which the first agent is permitted to self-schedule work;

determining whether the first agent is qualified to sit in a virtual room existing during the first timeslot; and

determining whether any seats are available in a virtual room that exists during the first timeslot and that the agent is qualified to sit in.

37. The non-transitory computer-readable medium of claim 26, further comprising after said committing:

updating the appearance of just the first timeslot on the client device to indicate the first agent has been committed to work the first timeslot.

38. The non-transitory computer-readable medium of claim 26, further comprising:

receiving from the client device a request to un-commit from working the first timeslot; and

un-committing the first agent from the first timeslot if another agent qualified to handle calls for the product subsequently commits to the first timeslot.

39. The non-transitory computer-readable medium of claim 26, further comprising:

automatically transmitting updated schedule information to the client device; and

automatically changing the appearances of one or more timeslots displayed on the client device to indicate their updated statuses.

40. The non-transitory computer-readable medium of claim 26, further comprising maintaining a commit budget for the first agent;

wherein said commit budget represents a maximum number of timeslots the first agent may commit to work.

41. The non-transitory computer-readable medium of claim 40, wherein the commit budget is decremented each time the first agent commits to a timeslot unless the timeslot is identified as a free timeslot.

42. The non-transitory computer-readable medium of claim 40, wherein the first agent'"'"'s satisfaction of past committed timeslots is monitored as the first agent'"'"'s commit performance.

43. The non-transitory computer-readable medium of claim 42, wherein the first agent'"'"'s commit performance affects the first agent'"'"'s commit budget.

44. The non-transitory computer-readable medium storing instructions of claim 26, said graphical icon indicating a status selected from the group consisting of bonus, free, extra pay, guaranteed minimum pay, satisfied commitment, unsatisfied commitment, hours worked, availability, no calls, closed, committed, pending un-commit, open for commitment, and time actively working.