WO2001061594A8 - Method and system for skills-based planning and scheduling in a workforce contact center environment - Google Patents

Method and system for skills-based planning and scheduling in a workforce contact center environment

Info

Publication number
WO2001061594A8
WO2001061594A8 PCT/US2001/040109 US0140109W WO0161594A8 WO 2001061594 A8 WO2001061594 A8 WO 2001061594A8 US 0140109 W US0140109 W US 0140109W WO 0161594 A8 WO0161594 A8 WO 0161594A8
Authority
WO
WIPO (PCT)
Prior art keywords
contact
agents
availability
needs
data relating
Prior art date
Application number
PCT/US2001/040109
Other languages
French (fr)
Other versions
WO2001061594A2 (en
Inventor
Paul H Leamon
Original Assignee
Iex Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Iex Corp filed Critical Iex Corp
Priority to EP01920977A priority Critical patent/EP1257956A2/en
Priority to AU2001247970A priority patent/AU2001247970A1/en
Publication of WO2001061594A2 publication Critical patent/WO2001061594A2/en
Publication of WO2001061594A8 publication Critical patent/WO2001061594A8/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063112—Skill-based matching of a person or a group to a task
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063116—Schedule adjustment for a person or group
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06315—Needs-based resource requirements planning or analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/109—Time management, e.g. calendars, reminders, meetings or time accounting
    • G06Q10/1093—Calendar-based scheduling for persons or groups
    • G06Q10/1097—Task assignment
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G06Q30/0202—Market predictions or forecasting for commercial activities

Abstract

L'invention concerne un procédé de prévision, de répartition et d'ordonnancement dans un environnement de centre de contact ou d'appel, fondé sur les qualifications au niveau d'un ou de plusieurs sites organisés en une hiérarchie de zéro ou plusieurs entités commerciales à un premier niveau supérieur, un ou plusieurs types de contact à un deuxième niveau intermédiaire, et une ou plusieurs entités de gestion à un troisième niveau inférieur. Un utilisateur crée: a) un ensemble d'attributions de contact données définissant la manière dont les contacts sont répartis depuis une entité commerciale donnée afin de multiplier les types de contact; et b) un ensemble d'attributions de besoins données définissant la manière dont les besoins en agents sont répartis d'un type de contact à une ou plusieurs entités de gestion. La disponibilité des agents par type de contact est ensuite prédite afin de générer des données relatives à la disponibilité des agents. Des contacts prévisionnels et des besoins en agents prévisionnels sont attribués sur la base desdits contact et répartition des besoins, ainsi que des données relatives à la disponibilité des agents. De préférence, les données relatives à la disponibilité des agents sont prédites au moyen d'un simulateur et sont caractérisées par type de contact pour des agents appartenant au même groupe de qualification.A method of forecasting, dispatching and scheduling in a contact or call center environment is based on qualifications at one or more sites organized in a hierarchy of zero or more business entities at a first higher level, one or more types of contact at a second intermediate level, and one or more management entities at a third lower level. A user creates: a) a set of given contact assignments defining how contacts are distributed from a given business entity in order to multiply contact types; and b) a set of given needs assignments defining how the needs of agents are distributed from one type of contact to one or more management entities. The availability of agents by type of contact is then predicted in order to generate data relating to the availability of agents. Forecast contacts and forecasted agent needs are allocated on the basis of said contact and distribution of needs, as well as data relating to the availability of agents. Preferably, the data relating to the availability of the agents is predicted by means of a simulator and is characterized by type of contact for agents belonging to the same qualification group.

PCT/US2001/040109 2000-02-14 2001-02-14 Method and system for skills-based planning and scheduling in a workforce contact center environment WO2001061594A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP01920977A EP1257956A2 (en) 2000-02-14 2001-02-14 Method and system for skills-based planning and scheduling in a workforce contact center environment
AU2001247970A AU2001247970A1 (en) 2000-02-14 2001-02-14 Method and system for skills-based planning and scheduling in a workforce contact center environment

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/504,330 US6970829B1 (en) 2000-02-14 2000-02-14 Method and system for skills-based planning and scheduling in a workforce contact center environment
US09/504,330 2000-02-14

Publications (2)

Publication Number Publication Date
WO2001061594A2 WO2001061594A2 (en) 2001-08-23
WO2001061594A8 true WO2001061594A8 (en) 2002-07-04

Family

ID=24005796

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2001/040109 WO2001061594A2 (en) 2000-02-14 2001-02-14 Method and system for skills-based planning and scheduling in a workforce contact center environment

Country Status (4)

Country Link
US (1) US6970829B1 (en)
EP (1) EP1257956A2 (en)
AU (1) AU2001247970A1 (en)
WO (1) WO2001061594A2 (en)

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