System and method for generating forecasts and analysis of contact center behavior for planning purposes

• US 9,020,142 B2
• Filed: 02/10/2014
• Issued: 04/28/2015
• Est. Priority Date: 05/17/2001
• Status: Expired due to Fees

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Bay Bridge Decision Technologies, Inc. (Genesys Cloud Services Incorporated)
• Inventors: Kosiba, Eric D., Newhard, Douglas G., Papadopoulos, Neofytos C.
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US14/176,212
• Publication Number:
  US 20140219436A1
• Time in Patent Office: 442 Days
• Field of Search: 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: 379/266.08
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• 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 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/105 Human resources
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/50 Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers H04M3/487 takes precedence; centralised dictation systems H04M11/10; Centralised arrangements for recording messages
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.

Claims

1. A computer-implemented method of predicting the operational performance of a call center system utilizing a planning and analysis system coupled to a processing center system, wherein said processing center system comprises at least an interactive voice response computer, an automatic call distributor, a workforce management system, a customer information system, and human resources database, the method comprising:

a) accepting user input into a model of the call center system, through a graphical user interface, wherein said input comprises a first call volume for a first time period, the first time period including a series of component time periods;

b) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, a first staffing level for the first time period and a first average handle time for the first time period;

c) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, a staffing level distribution for the first time period, the staffing level distribution for the first time period including a staffing level value assigned to each component time period of the series of component time periods within the first time period; and

d) determining, by the planning and analysis system, within the model a first operational performance value for the first time period based on the first staffing level, the first call volume, the first average handle time, and the staffing level distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system, wherein;

1) accepting user input, by the planning and analysis system, wherein said user input comprises a first call volume for the first time period and an operational performance goal for the call center;

2) using, by the planning and analysis system, the user-inputted first call volume and the user-inputted operational performance goal to access, from a database containing outputs from a model of the call center, the first staffing level; and

3) producing the operational performance goal for the call center comprising the predicted operational performance of the call center system.

2. The method of claim 1, wherein step (b) further comprises enabling the user to input into the computer model through the graphical user interface a first staffing level for the first time period and a first average handle time for the first time period.

3. The method of claim 1, wherein a duration of the first time period is equal to the duration of the series of component time periods.

4. The method of claim 1, wherein the first time period is a day and the component time period comprises an hour or a half hour.

5. The method of claim 4, wherein the hourly staffing level distribution for the day includes a normalized staffing level value for each hour of the day.

6. The method of claim 5, wherein the normalized staffing level values are percentages of a staffing level for the day.

7. The method of claim 4, wherein determining a first operational performance value for the day comprises determining a first operational performance value for the day based on the inputted first staffing level for the day, the inputted first call volume for the day, the inputted first average handle time for the day, and the accessed hourly staffing level distribution for the day.

8. The method of claim 4, wherein accessing the staffing level distribution for the day comprises accessing a historic hourly distribution of staffing level for one or more historic days and determining the staffing level for the day based on the accessed historic hourly distribution.

9. The method of claim 1, wherein the first time period is a week and the component time period comprises an hour or a half hour.

10. The method of claim 9, wherein the hourly staffing level distribution for the week includes a normalized staffing level value for each hour of the week.

11. The method of claim 10, wherein the normalized staffing level values are percentages of a staffing level for the week.

12. The method of claim 9, wherein determining a first operational performance value for the week comprises determining a first operational performance value for the week based on the inputted first staffing level for the week, the inputted first call volume for the week, the inputted first average handle time for the week, and the accessed hourly staffing level distribution for the week.

13. The method of claim 9, wherein accessing the staffing level distribution for the week comprises accessing a historic hourly distribution of staffing level for one or more historic days and determining the staffing level for the week based on the accessed historic hourly staffing level distribution.

14. The method of claim 1, wherein the first time period is a month and the component time period comprises an hour or a half hour.

15. The method of claim 14, wherein the hourly staffing level distribution for the month includes a normalized staffing level value for each hour of the month.

16. The method of claim 15, wherein the normalized staffing level values are percentages of a staffing level for the month.

17. The method of claim 14, wherein determining a first operational performance value for the month comprises determining a first operational performance value for the month based on the inputted first staffing level for the month, the inputted first call volume for the month, the inputted first average handle time for the month, and the accessed hourly staffing level distribution for the month.

18. The method of claim 14, wherein accessing the staffing level distribution for the month comprises accessing a historic hourly distribution of staffing level for one or more historic days and determining the staffing level for the month based on the accessed historic hourly distribution.

19. The method of claim 1, wherein the first operational performance value comprises one or more of:

a service level value, an average speed of answer, a number of abandoned calls, a number of blocked calls, a customer service representative utilization value, an estimate of the sales of the call center, and an estimate of the profit of the call center.

20. The method of claim 19, wherein the customer service representative utilization value comprises a percentage of time that a customer service representative is servicing calls rather than waiting for calls.

21. The method of claim 1, wherein determining a first operational performance value for the first time period includes determining a second staffing level for each component time period within the first time period based on the inputted first staffing level and the accessed staffing level distribution for the first time period.

22. The method of claim 21, wherein:

accessing the staffing level distribution for the first time period includes accessing a normalized staffing level value for each component time period within the first time period; and

determining second staffing levels for each component time period within the first time period comprises multiplying the normalized staffing level values by the inputted first staffing level.

23. The method of claim 1, wherein determining the first operational performance value for the first time period includes determining an effective first staffing level for the first time period based on the inputted first staffing level.

24. The method of claim 23, wherein the inputted first staffing level comprises a number of customer service representatives currently on staff at the call center, excluding new hires and representatives transferred in from another call center.

25. The method of claim 24, wherein determining an effective first staffing level comprises determining the effective first staffing level based on the inputted number of customer service representatives currently on staff and a number of customer service representatives transferred into the call center from another call center.

26. The method of claim 24, wherein determining an effective first staffing level comprises determining the effective first staffing level based on the inputted number of customer service representatives on staff and a number of customer service representatives newly hired.

27. The method of claim 26, wherein determining the effective first staffing level includes determining an effective number of customer service representatives by adding the inputted number of customer service representatives on staff to a number determined by using an effectiveness rating to weight the number of newly hired customer service representatives.

28. The method of claim 24, wherein determining an effective first staffing level comprises determining the effective first staffing level based on the number of customer service representatives on staff and based on a customer service representative attrition rate.

29. The method of claim 24, wherein determining an effective first staffing level comprises determining the effective first staffing level based on shrinkage comprised of an estimated number of vacation, sick, or training days allocated to the customer service representatives on staff.

30. The method of claim 1, further comprising enabling an entity to vary the first staffing level for the first time period and determining how the first operational performance value varies in response to the variation of the first staffing level.

31. The method of claim 30, wherein the operational performance value comprises one or more of:

a service level value, an average speed of answer, a number of abandoned calls, a number of blocked calls, a customer service representative utilization value, an estimate of the sales of the call center, and an estimate of the profit of the call center.

32. A computer-implemented method of predicting the operational performance of a call center system utilizing a planning and analysis system coupled to a processing center system, wherein said processing center system comprises at least an interactive voice response computer, an automatic call distributor, a workforce management system, a customer information system, and human resources database, the method comprising:

a) accepting user input into a model of the call center system, through a graphical user interface, wherein said input comprises a first call volume for a first time period, the first time period including a series of component time periods;

b) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, a first staffing level for the first time period and a first average handle time for the first time period;

c) accessing, by the planning and analysis system from a database containing outputs from a model of the call center system, an average handle time distribution for the first time period, the average handle time distribution for the first time period including an average handle time value assigned to each component time period of the series of component time periods within the first time period; and

d) determining, by the planning and analysis system, within the model a first operational performance value for the first time period based on the first staffing level, the first call volume, the first average handle time, and the average handle time distribution for the first time period, the first operational performance value representing the predicted operational performance of the call center system, wherein;

1) accepting user input, by the planning and analysis system, wherein said user input comprises a first call volume for the first time period and an operational performance goal for the call center;

2) using, by the planning and analysis system, the user-inputted first call volume and the user-inputted operational performance goal to access, from a database containing outputs from a model of the call center, the first staffing level; and

3) producing the operational performance goal for the call center comprising the predicted operational performance of the call center system.

33. The method of claim 32, wherein step (b) further comprises enabling the user to input into the computer model through the graphical user interface a first staffing level for the first time period and a first average handle time for the first time period.

34. The method of claim 32, wherein a duration of the first time period is equal to the duration of the series of component time periods.

35. The method of claim 32, wherein the first time period is a day and the component time period comprises an hour or a half hour.

36. The method of claim 35, wherein the hourly average handle time distribution for the day includes a normalized average handle time value for each hour of the day.

37. The method of claim 36, wherein the normalized average handle time values are percentages of an average handle time for the day.

38. The method of claim 35, wherein determining a first operational performance value for the day comprises determining a first operational performance value for the day based on the inputted first staffing level for the day, the inputted first call volume for the day, the inputted first average handle time for the day, and the accessed hourly average handle time distribution for the day.

39. The method of claim 35, wherein accessing the average handle time distribution for the day comprises accessing a historic hourly distribution of average handle time for one or more historic days and determining the average handle time for the day based on the accessed historic hourly distribution.

40. The method of claim 32, wherein the first time period is a week and the component time period comprises an hour or a half hour.

41. The method of claim 40, wherein the hourly average handle time distribution for the week includes a normalized average handle time value for each hour of the week.

42. The method of claim 41, wherein the normalized average handle time values are percentages of an average handle time for the week.

43. The method of claim 40, wherein determining a first operational performance value for the week comprises determining a first operational performance value for the week based on the inputted first staffing level for the week, the inputted first call volume for the week, the inputted first average handle time for the week, and the accessed hourly distribution for the week of average handle time.

44. The method of claim 40, wherein accessing the average handle time distribution for the week comprises accessing a historic hourly distribution of average handle time for one or more historic days and determining the average handle time for the week based on the accessed historic hourly distribution.

45. The method of claim 32, wherein the first time period is a month and the component time period is an hour or a half hour.

46. The method of claim 45, wherein the hourly average handle time distribution for the month includes a normalized average handle time value for each hour of the month.

47. The method of claim 46, wherein the normalized average handle time values are percentages of an average handle time for the month.

48. The method of claim 45, wherein determining a first operational performance value for the month comprises determining a first operational performance value for the month based on the inputted first staffing level for the month, the inputted first call volume for the month, the inputted first average handle time for the month, and the accessed hourly distribution for the month of average handle time.

49. The method of claim 45, wherein accessing the average handle time distribution for the month comprises accessing a historic hourly distribution of average handle time for one or more historic days and determining the average handle time for the month based on the accessed historic hourly distribution.

50. The method of claim 32, wherein the first operational performance value comprises one or more of:

a service level value, an average speed of answer, a number of abandoned calls, a number of blocked calls, a customer service utilization value, an estimate of the sales of the call center, and an estimate of the profit of the call center.

51. The method of claim 50, wherein the customer service representative utilization value comprises a percentage of time that a customer service representative is servicing calls rather than waiting for calls.

52. The method of claim 32, wherein determining a first operational performance value for the first time period includes determining second average handle times for each component time period within the first time period based on the inputted first average handle time and the accessed average handle time distribution over the first time period.

53. The method of claim 52, wherein:

accessing the average handle time distribution for the first time period includes accessing a normalized average handle time value for each component time period within the first time period; and

determining second average handle times for each component time period within the first time period comprises multiplying the normalized average handle time values by the inputted first average handle time.