Patent ID: 6278978
Filing Date: 2001-08-21
Classification: G06Q,H04M

Abstract:
A computer-implemented method of optimizing a schedule for scheduling a plurality of agents, the method comprising the following steps:a) acquiring an initial schedule created by any means;b) removing a shift from the schedule, thereby creating a shift-reduced schedule, wherein the shift comprises an agent, a time slot, and at least one break offset value, wherein the schedule comprises a plurality of shifts assigning the agents to time slots and to break offset values;c) adding an array of different possible shifts individually to the shift-reduced schedule, thereby creating a plurality of possible schedules, wherein the possible shifts are break-unspecified shifts and have indeterminate break times;d) evaluating a score function for each of the plurality of possible schedules, wherein the possible schedules have different possible shifts added, wherein the different possible shifts comprise all time slots in the schedule for which the agent can work;e) selecting an improved schedule from among the plurality of possible schedules, wherein the improved schedule is characterized by an improved value of the score function; andscheduling the agents in accordance with the improved schedule.