Patent ID: 11961050
Assignee: VERINT AMERICAS INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 14:
15. A non-transitory computer readable medium programmed with computer readable code that upon execution by a processor causes the processor to execute a method for real-time predictive scheduling, comprising:
receive, by a scheduling analytics engine, historic incoming workloads for a given time period;
receive, by the scheduling analytics engine, a set of personnel data, each of the personnel data including a personnel identification and a set of shift patterns;
generate, by the scheduling analytics engine, an initial schedule that routes incoming work from an incoming workload to one of a plurality of workload queues based on an analysis of the historic incoming workloads received, the set of personnel data, and a set of analytics rules;
route, in real-time, by the scheduling analytics engine, work items from a current incoming workload to one of the plurality of workload queues according to the initial schedule;
receive, by the scheduling analytics engine, workload updates based on the current incoming workload;
receive, by the scheduling analytics engine, personnel data updates including a change in the set of shift patterns associated with at least one of the personnel data;
generate a current deviation from adherence to the initial schedule based on the workload updates generated and personnel data updates generated;
generate, by the scheduling analytics engine, an updated schedule to route incoming work from the incoming workload to one of the plurality of workload queues based on the current deviation from adherence, the initial schedule, the personnel data updates, and the workload updates;
reroute, by the scheduling analytics engine, in real-time work items from the current incoming workload according to the updated schedule; and
reallocate, by the scheduling analytics engine, personnel data assignments to the plurality of workload queues according to the updated schedule.