System and method for skills-based staffing and scheduling

An invention for scheduling employees in a skills-based contact routing environment in which each employee has one or more skills and belongs to a skill group. The invention includes an initialization step and an iterative step. In the initialization step, the invention generates initial staffing le...

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1. Verfasser:	AYKIN TURGUT
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:	An invention for scheduling employees in a skills-based contact routing environment in which each employee has one or more skills and belongs to a skill group. The invention includes an initialization step and an iterative step. In the initialization step, the invention generates initial staffing levels and initial agent schedules for each skill group. In the iterative step, a skill group is selected and unscheduled while keeping agents in other skill groups on their current schedules, agent requirements for the skill group selected are updated using a staffing model that applies contact routing rules and includes the number of agents scheduled for work in other skill groups, and agents are rescheduled in the selected skill group. In each iteration each skill group is unscheduled, agent requirements are updated, and agents are rescheduled once. Iterations continue until one or more stopping criteria are satisfied.