Patent Abstract:
Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users of the network and agents having agent-profiles that worked during the first time interval; determining a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and assigning a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number. Another embodiment can be described as a dynamic agent allocator system that has logic configured to receive network data for a given time interval, where the network data is related to calls between users of the network and agents having agent-profiles that worked during the first time interval; logic configured to determine a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and logic configure to assign a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.

Full Description:
CROSS-REFERENCE TO RELATED APPLICATIONS  
       [0001]     This application is one of seven related co-pending U.S. utility patent applications, which are all filed on the same day as the present application. The other six patent applications, which are each incorporated in their entireties by reference herein, are listed by attorney docket number and title as the following: 
        190250-1640—“Generation of Automated Recommended Parameter Changes Based on Force Management System (FMS) Data Analysis”;     190250-1660—“Agent Scheduler Incorporating Agent Profiles”;     190250-1670—“Method and System for Predicting Network Usage in a Network Having Re-occurring Usage Variations”;     190250-1680—“Resource Assignment in a Distributed Environment”;     190250-1730—“Efficiency Report Generator”; and     190250-1740—“Force Management Automatic Call Distribution and Resource Allocation Control System”.        
 
       TECHNICAL FIELD  
       [0008]     The present disclosure is generally related to management of workforces and, more particularly, is related to a system and method for managing agents in call centers.  
       BACKGROUND OF THE DISCLOSURE  
       [0009]     A modern telephony system includes a switch that routes incoming calls to individuals, agents, usually located in a call center, or a remote office, and a control center that receives information from the switch. The control center includes a call-supervisor who is trained to review the information from the switch and trained to monitor the call traffic patterns to maintain a balance between call demand and the workforce. The call-supervisor is responsible for making certain that the workforce has a sufficient number of agents working at any given time to serve customer demand.  
         [0010]     In a modern telephony system, the agents are frequently distributed in remote locations to handle subscriber services. Typically, the agents are assigned to specific workforces, where a given workforce handles specific types of calls such as directory assistance, or billing assistance, etc. Normally, the work schedules for the agents in a workforce are planned approximately one to several weeks in advance. What is sought is a method and a system for automatically providing workforce recommendations to the call-supervisor such that the call-supervisor can dynamically allocate agents that are scheduled to work the current day, responsive to customer demand for the current day, such that the workforce has a desired number of agents that should match customer demand.  
       SUMMARY OF THE DISCLOSURE  
       [0011]     Embodiments, among others, of the present disclosure provide a system and method for dynamic allocation of agents.  
         [0012]     Briefly described, in architecture, one embodiment of the system, among others, can be implemented as follows. A dynamic agent allocator system includes logic adapted to receive network data for a given time interval, determine a desired number of agents to work during another time interval based at least in part on agent-profiles for agents that worked in the network during the given time interval, and assign a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.  
         [0013]     One embodiment of the present disclosure can also be viewed as providing methods for dynamic allocation of agents. In this regard, one embodiment of such a method, among others, can be broadly summarized by the following steps: receiving network data for a given time interval, where the network data is related to calls between users of the network and agents that worked during the given time interval, where the agents have associated agent-profiles; determining a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and assigning a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.  
         [0014]     Other systems, methods, features, and advantages of the present disclosure will be or become apparent to one with skill in the art upon examination of the following drawings and detailed description. It is intended that all such additional systems, methods, features, and advantages be included within this description, be within the scope of the present disclosure, and be protected by the accompanying claims. 
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0015]     Many aspects of the disclosure can be better understood with reference to the following drawings. The components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Moreover, in the drawings, like reference numerals designate corresponding parts throughout the several views.  
         [0016]      FIG. 1  is a block diagram of a telephony system.  
         [0017]      FIG. 2  is a block diagram of a portion of a telephony system.  
         [0018]      FIG. 3  is a block diagram of a database.  
         [0019]      FIG. 4  is a block diagram of a daily log of the telephony system.  
         [0020]      FIG. 5  is a block diagram of accumulated statistics of the telephony system.  
         [0021]      FIG. 6  is a block diagram of an agent-profile.  
         [0022]      FIG. 7  is a block diagram of a projected agent line.  
         [0023]      FIG. 8  is a flow chart illustrating steps for creating a projected agent line.  
         [0024]      FIG. 9  is a block diagram of the projected agent line and an adjusted agent line.  
         [0025]      FIG. 10  is a flow chart illustrating steps for creating an adjusted agent line. 
     
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT  
       [0026]     The present disclosure is described in terms of managing resources in call centers for a telephone system. However, this description is for illustrative purposes only and is a non-limiting example of the present disclosure. The present disclosure can also be implemented in any organization, among others, having workforces that respond to variable workloads such as, but not limited to, a group of agents receiving calls through an automated call distribution process including private branch exchange (PBX) and switching configuration. Thus, the present disclosure is intended to cover any network.  
         [0027]     Any process descriptions or blocks in flow charts should be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps in the process, and alternate implementations are included within the scope of preferred embodiments in which functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those reasonably skilled in the art of the present disclosure.  
         [0028]     Referring to  FIG. 1 , a telephone system  10  having a central office  12 , a plurality of remote offices  14 , and a control center  16 , are all connected to a telephone network  18 . A subscriber uses a telephone  20 , which is connected to the central office  12  via a communication link  22 , to access services of the telephone system.  
         [0029]     The central office  12  includes a switch (not shown) that routes the subscriber&#39;s call to the telephone network  18 , which includes general telephony circuitry such as central offices, trunks, end-offices, etc., known to those skilled in the art.  
         [0030]     Typically, the remote offices are call centers from which agents make or receive calls, which handle, among other things, incoming subscriber service calls such as, but not limited to, “Directory Assistance Type” calls and “Billing Type Calls”. Responsive to the subscriber&#39;s call being a service call, the central office  12  routes the call through the network to one of the remote offices  24 , via a communication link  24 , where an agent handles the call. The communication links  22  and  24  can be any communication link: wired, wireless, optical fibers, etc., known to those skilled in the art.  
         [0031]     Typically, the telephone system  10  must meet performance requirements established by a regulatory body, and the control center  16  is responsible for, among other things, providing the necessary human resource, e.g., agents, to the remote offices  14  to meet the performance requirements. The control center  16  includes supervisory personnel, call-supervisors, (not shown) and a computer system  26  having a force management system (FMS)  28  included therein. Generally, a computer network  44  (see  FIG. 2 ) connects the central office  12 , remote centers  14 , and the control center  16  such that the FMS  28  and other computer services are available to authorized personnel at any of the locations.  
         [0032]     In one embodiment, among others, schedulers employ the FMS  28  to generate, among other things, agent lines, which are explained in detail hereinbelow, and tours (work shifts) for agents. The schedulers may be remotely located but are usually located in the control center  16 .  
         [0033]     Referring to  FIG. 2 , the central office  12  includes a switch  30 , which receives telephone calls from subscribers via communication link  22  and, among other things, routes the calls to workforces  32  and super workforce  34 . For the purposes of this disclosure, a workforce is comprised of a set of agents assigned to handle a specific type of call. Typically, associated information facilitates the agent in handling the call efficiently. For example, workforce  32 ( 1 ) is a directory assistance (DA) workforce; and workforce  32 ( 2 ) (not shown) is a billing workforce of the telephone system  10 . Other workforces include workforces that call out instead of receiving incoming calls, an example of which is a telemarketing workforce. Each workforce  32  may be distributed throughout multiple remote offices  14 .  
         [0034]     A super workforce  34  is comprised of agents assigned to handle multiple types of calls. For example, agents of the super workforce  34  might be assigned to handle both directory assistance calls and other types of incoming calls for subscribers speaking a language other than English. The super workforce  34  may also be distributed through multiple remote offices  14 . For the purposes of this disclosure, a super-workforce shall be treated as if it were a “workforce.” 
         [0035]     In one preferred embodiment, the switch  30  is an automated computerized system such as, but not limited to, Northern Telecom DMS 200, Northern Telecom Meridian, Rockwell ISS-3000, and Lucent 5E into which agents log in. To log-in, each agent provides a user-name and a password, which in some embodiments may be optional. The switch  30  is in communication with a database  36  via a communication link  38 . The database  36  includes agent-profiles  54  (see  FIG. 6 ), and each agent-profile  54  provides, among other things, information regarding the training and efficiency of the agent. When an agent logs onto the switch  30 , the switch  30  uses the agent-profile  54  for that agent to determine, among other things, the agent&#39;s workforce. The switch  30  also determines, during the log-in procedure, from which console/terminal (not shown) the agent is working. When an agent is logged into the switch  30 , the switch  30  monitors call traffic to the agent and whether the agent is logged into the switch  30  and provides this system information, among other information to the database  36 . Generally, the agent logs out of the switch  30  for breaks and training so that the switch  30  knows that the agent is not available to handle calls. The log-out times are also included in the system data.  
         [0036]     Among other things, for certain types of calls the switch  30  attempts to handle incoming calls automatically. If the switch  30  cannot handle the incoming calls automatically, the switch  30  routes the incoming calls to an agent in an appropriate workforce  32 . The switch  30  includes a plurality of buffers  40  and an automated call-handling module (ACHM)  42 . The ACHM  42  includes in some embodiments, tone and voice recognition logic for interfacing with subscribers and, if possible, providing the necessary services. For example, when the ACHM  42  receives a “Directory Assistance Type” call, the ACHM  42  delivers a series of questions to the caller such as: “what state?”, “what city?”, “what listing?”. The ACHM  42  checks the database  36 , and attempts to determine the requested information. The database  36  includes subscriber information such as name and telephone numbers of subscribers, addresses, etc. If the ACHM  42  cannot totally handle the incoming call, the call is placed in the appropriate buffer  40 . In one preferred embodiment, the switch  30  associates information in the database  36  with information provided by the caller. When the call is taken out of the buffer  40  and provided to an agent, the switch  30  then provides the associated information to the agent via the computer network  44 . Typically, associated information facilitates the agent in handling the call efficiently. For example, in one embodiment, the associated information includes information collected from the customer by the ACHM  42 , i.e. city and listing, and typically, the associated information is then played to the agent without some of the initial silence before, between and after the customer verbal input.  
         [0037]     Each one of the buffers  40  is associated with one of the workforces  32 , and typically, multiple buffers, sometimes referred to as queues, are associated with a single workforce. For example, the buffers  40 ( 1 )- 40 ( 3 ) are associated with the directory assistance workforce  32 ( 1 ). Thus, when the switch  30  receives an incoming directory assistance call that the ACHM  32  cannot handle, the switch  30  places the incoming call into one of the buffers  40 ( 1 )- 40 ( 3 ). Typically, the directory assistance agents handle these calls based upon geographic regions because the directory assistance agents can normally handle calls faster for regions with which they are familiar. So, in one embodiment, the buffers  40 ( 1 )- 40 ( 3 ) are associated with different geographical regions, so that all of the “Directory Assistance Type” calls from a particular region are sent into the same buffer, and directory assistance agents who are familiar with that region handle those calls.  
         [0038]     In addition, the buffers for a workforce  32  can be prioritized. In one embodiment, high priority calls are put into one buffer and lower priority calls are placed in a different buffer. Typically, switch  30  handles the calls for a workforce  32  on a quasi first-in-first-out basis. For example, in one embodiment, the higher priority calls are prioritized by adding a “fictitious wait time” (FWT) to them, and then the switch  30  takes calls out of the buffer based upon a “pseudo-wait time” (PWT), which is the sum of the FWT and the real wait time (RWT), where RWT is the actual amount of time that the call has been in the buffer. For example, the FWT for buffer  40 ( 1 ) is zero seconds, and the FWT for buffer  40 ( 2 ) is two seconds. Thus, the RWT and PWT for calls in buffer  40 ( 1 ) are the same, whereas, the PWT is two seconds ahead of the RWT for calls in buffer  40 ( 2 ). The PWT for call  1  in buffer  40 ( 2 ) is 3.2 seconds while its RWT is only 1.2 seconds. Based upon the PWT for calls in buffers  40 ( 1 ) and  40 ( 2 ), the switch  30  will take calls “1” and “2” from buffer  40 ( 2 ) before taking call “I” from buffer  40 ( 1 ).  
         [0039]     The switch  30  provides system data to the force management system  28  and database  36 . Various switch configurations typically use either scans or time stamps to determine how long calls wait for service. For this discussion, switch  30  receives counts and directs calls to the buffers and scans the buffers  40  every 10 seconds or so and determines how long each call has been in one of the buffers, i.e., the RWT for each of the calls. The switch  30  may then determine an average RWT for the calls in each buffer and provide an instantaneous buffer count and average RWT for each buffer, or the switch  30  may average the results from several scans together. However, for a given time span, the system data includes, but is not limited to, the number of calls received by the switch over the given time-span, the number of calls handled by the ACHM  38  over the given time-span, the average number of calls in each buffer  40  over the given time-span, and the average RWT for calls in each buffer over the given time-span. Typically, the system data is reported from the switch to the FMS  28  and database  36  approximately every 10 seconds or so. However, in alternative embodiments, the switch  30  may report system data more frequently or less frequently.  
         [0040]     The switch also monitors agents in the workforces  32  and the super workforce  34 . Before discussing the system data that is related to the agents in more detail, it is helpful to define some terms. For the purposes of this disclosure, a “tour” is defined as the time-spans that an agent is scheduled to work, and a “switch-tour” is defined as the time-spans that an agent is scheduled to be logged into the switch  30 . On any given day, an agent&#39;s tour and switch-tour can differ due to scheduled training or other reasons. “Compliance” is defined as the percentage of an agent&#39;s switch-tour that the agent is logged into the switch. “Personal-occupancy” is defined as the percentage of an agent&#39;s switch-tour that the agent spends handling calls. The system data reported by the switch  30  includes personal-occupancy and compliance for each of the agents logged into the switch  30 . The system data also includes personal average work time (AWT) for each of the agents, where average work time is the average amount of time that an agent spends handling a call. Because the switch  30  monitors, among other things, who is logged-in, when they logged-in and logged-out, how many calls the agents received, how long the calls lasted, etc., the system data reported by the switch  30  can include other quantities not described hereinabove. The average-work-time, occupancy, compliance, etc. can be calculated by the FMS  28  on a per-agent (personal) basis and/or calculated for the entire workforce.  
         [0041]     Referring to  FIG. 3 , the FMS  28  includes a memory  46  having a statistical analysis/forecasting module  48 , a call-statistics database  50 , and agent-profiles  52 . The call statistics database  50  includes accumulated statistics  54  and daily logs  56 . The accumulated statistics  54  and daily logs  56  are broken down into workforces  32 . Among other things, the statistical analysis/forecasting module  48  processes data in the call-statistics database  50  to generate, among other things, the accumulated statistics.  
         [0042]      FIG. 4  illustrates one exemplary daily log  56  for workforce  32 ( 5 ), and  FIG. 5  illustrates exemplary accumulated statistics  54  for workforce  32 ( 5 ). The quantities calculated and tabulated in the daily log  56  and the accumulated statistics  54  are generated by the switch  30  and FMS  28 .  
         [0043]     Referring to  FIG. 4 , exemplary daily log  56  includes the date of the log and quantities such as, but not limited to, daily call volume, daily work volume, daily average work time (AWT), daily average time-to-answer (ATA) and daily occupancy (OCC). The daily call volume is simply the number of calls received by workforce  32 ( 5 ) during the day associated with the daily log, which in this example is Aug. 21, 2003.  
         [0044]     The daily AWT is the average amount of time that an agent in workforce  32 ( 5 ) spends working a call on that day. The daily ATA is the average amount of time a call spends in a buffer on that day. The daily occupancy (OCC) is a measure of the amount of time that the agents in workforce  32 ( 5 ) work incoming calls on that day. The daily OCC is the average of the personal-occupancy for the agents in the workforce on that day.  
         [0045]     The daily work volume is the amount of time in CCS (Centum Call Seconds) or XCS, a measurement of time where 1 XCS equals 10 seconds where the product of the daily call volume and AWT divided by 100. Generally, the different workforces handle calls of different complexity, and the time to handle a call is generally proportional to the complexity of the call. For example, calls to the billing workforce will require more time to handle than calls to the directory assistance workforce, and therefore, the AWT for the billing workforce is greater than the AWT for the directory assistance workforce. The work volume provides a way to compare the workforces  32  regardless of the type of calls that the different workforces handle.  
         [0046]     Typically, the daily log  56  is kept in the statistical database  50  for a predetermined period of time such as six (6) months. The daily logs  56  are used for, among other things, spotting trends, scheduling agents, and refining workforce lines, as will be explained hereinbelow. In one embodiment, the daily log might be broken down into segments of time such as, but not limited to, morning, afternoon, evening, and night, and the statistics for each segment of time are then calculated.  
         [0047]     Referring to  FIG. 5 , the accumulated statistics  54  include, among other things, averages of daily statistics. Thus, in one embodiment, the accumulated statistics  54  are averages of statistics that are found in the daily log that have been accumulated over a period of years. Typically, the accumulated statistics are based upon what is known as an average business day (ABD). Thus, Saturdays and Sundays, and holidays, are not included in the accumulated ABD statistics  54 . However, call statistics are also accumulated for non-ABD days such as Saturdays and Sundays, and those accumulated call statistics are used in projecting call volume. Typically, accumulated statistics  54  are used by the force management system  28  for, among other things, scheduling agents for a workforce  32  and/or super workforce.  
         [0048]     The accumulated statistics can be averaged over a long period of time such as the entire time span over which the telephone system  10  has records of daily logs or shorter time-spans such as the last six years, or last six months, etc. One advantage of averaging over a long period is that the daily fluctuations are “washed” out of the average, but a disadvantage is that trends may also be lost. For example, assume that the ABD work volume for eight of the last ten years had remained at an approximate constant (X), in year nine the ABD work volume was 1.125X and in year ten it was 1.5X. In that case, the average ABD work volume of the last ten years is then 1.0625X, which obscures the rate of growth over the last two years.  
         [0049]     In one preferred embodiment, the statistical analysis/forecasting module  48  fits the work volume data to a predetermined parameterized function, and then uses the parameterized function to extrapolate work volumes for a subsequent week. Those skilled in the art are familiar with algorithms, such as, but not limited to, least-square-fit for fitting data and all such algorithms are intended to be within the scope of the disclosure. Furthermore, as those skilled in the art will recognize, by fitting the data to a parametric function, derivatives including first order and higher order derivatives of the function can be taken to help extrapolate the data. In one embodiment, the statistical analysis/forecasting module  48  also includes logic to apply probabilistic algorithms such as, but not limited to, Erlang C to, among other things, forecast work volume and operator lines, which will be explained in detail hereinbelow.  
         [0050]     An exemplary agent-profile  52  is illustrated in  FIG. 6  and the agent-profile includes, an agent identifier  58 , a workforce identifier  60 , an office identifier  62 , language skills identifiers  64 , and work skills identifier  66 . The agent associated with the exemplary agent-profile  52  currently works in remote office  5  in workforce  32 ( 16 ). The agent associated with the exemplary agent-profile  52 (A) is bilingual (English and Spanish) and has been trained in both directory assistance and billing. The agent-profile  52  includes skill ratings for each area that the agent has been trained, such as a directory assistance rating  68  and a billing rating  70 . Each rating includes, among other things, statistics related to the agent&#39;s efficiency. The agent has an average work time (AWT) of 2.5 seconds for directory assistance and 5.5 seconds for billing. The skill ratings  68  and  70  also include the agent&#39;s error rate, tour compliance, switch-tour compliance, and years of experience. Switch-tour compliance is defined as the percentage of time that the agent is “logged into” the switch  30  per the workable amount of time per tour. Tour compliance is the probability that the agent will actually report to work for a tour that they are scheduled to work. Other quantities can also be included in the agent-profile  52 . In an alternative embodiment, quantities can be broken down into time segments. For example, AWT can be broken down into the first half of a tour, and a second half of a tour, or for every fifteen minutes, or other time intervals. In one embodiment, the agent-profile for a new agent, or an agent who is new to a workforce, is given an agent-profile that has default values, among other things, for the skill ratings. After the agent has been trained and in the position for a set period of time, the default values are replaced by calculated values related to the agent&#39;s record.  
         [0051]     Referring to  FIG. 7 , among other things, the FMS  28  generates an agent line  72  for a workforce  32 . The agent line  72  shows the number of agents in a workforce that are projected to be needed for every fifteen minutes of an upcoming day. For the purposes of this disclosure, each fifteen-minute time span of the agent line  72  is an agent line segment  74 . For a directory assistance workforce, the agent line  72  covers a 24-hour day, whereas the agent line for a billing assistance workforce may only cover ten hours of a day such as from 8:00 a.m. through 6:00 p.m. The agent line  72  is established by the FMS  28  using, among other things, historical information stored in the database  36 .  
         [0052]     Referring to  FIG. 8 , the steps  76  shown in  FIG. 8  include exemplary steps taken by the FMS  28  to generate the agent line  72  for a day in an upcoming week. Typically, the upcoming week is approximately two weeks in the future. The projected agent line  72  is forecasted approximately two weeks in advance so that the agents in the workforce having the projected agent line can be properly scheduled.  
         [0053]     In step  78  the FMS  28  forecasts the ABD work volume for the upcoming week. The forecasted ABD work volume is based upon historical information and the database  36  such as the historical ABD work volume. Other factors may include, but are not limited to, historical trends in the ABD work volume. For example the statistical analysis/forecasting module can fit the work volume data to a parameterized function and then uses the parameterized function to forecast the work volume for the upcoming week. In one embodiment, a predetermined number of terms from a Taylor series expansion of the parameterized function is used to extrapolate the ABD work volume for the upcoming week.  
         [0054]     In step  80 , the daily work volume for each day of the week for the upcoming week is forecasted. Generally, the daily work volume follows historical trends. For example, the daily work volume on a Sunday is 75% of the work volume for an ABD. Table 1 shows a historical daily work volume per ABD work volume for an exemplary call center.  
                                                                                           TABLE 1                                       Day                Sun.   Mon.   Tues.   Wed.   Thurs.   Fri.   Sat.                        Work   0.75   1.01   1.02   0.99   0.97   1.01   0.90       Volume/       ABD                  
 
         [0055]     In step  82 , the FMS  28  generates a forecasted daily call distribution for every fifteen minutes for each day of the upcoming week. Each forecasted daily call distribution is based at least in part upon historical information and database  36 . Specifically, the database includes historical call distributions for each day of the week.  
         [0056]     In step  84 , the FMS  28  uses adjustable parameters such as desired agent occupancy and desired AWT to generate forecasted agent lines for each day of the upcoming week based upon the forecasted call statistics. In one embodiment, the FMS  28  employs the statistical analysis/forecasting module  48  to apply algorithms such as Erlang C to calculate probabilities to determine agent requirements to meet a desired standard such as, but not limited to, average-time-to-answer to forecast the operator line. In step  86 , the FMS  28  provides the forecasted results to a scheduler.  
         [0057]     In step  88 , the scheduler approves or disapproves the forecasted agent lines. If the scheduler disapproves, then in step  90 , the scheduler provides new adjustable parameters to the FMS  28 , and then the FMS  28  returns to step  84 . On the other hand, if the scheduler approves, then in step  92 , the FMS  28  allocates shifts to the offices. For example, based upon an agent line, the FMS  28  determines that five agents need to start their shifts at 6:00 a.m., nine agents need to start their shifts at 7:00 a.m., and three agents need to start at 7:30 a.m. The FMS  28  then determines the number of shifts at each starting time that should be allocated to the offices based at least in part upon the following criteria: the physical capabilities of each office and the number of agents available in each office. Offices having larger physical capabilities (more terminals/consoles) and a large number of agents will receive more shifts than smaller offices.  
         [0058]     In step  94 , the FMS  28  matches the allocated shifts to individual agents. Generally the matching of shifts to agents is done at least upon seniority or other work place rules and agent preference.  
         [0059]     In the preferred embodiment, the call-supervisors in the control center  16  use the FMS  28  to adjust the forecasted agent line  72 . Sometimes the actual work volume for a workforce falls outside of a tolerance for the forecasted work volume for that workforce, and when that occurs, the call supervisor of that workforce will adjust the agent line by adding or subtracting agents.  
         [0060]      FIG. 9  illustrates a portion of a projected agent line  98  and a portion of an adjusted agent line  100  for a specific workforce  32  such as a directory workforce. The projected agent line  98  illustrates the number of agents scheduled to work during the agent line segments of the current day, and the adjusted agent line  100  illustrates the actual number of agents that have worked and are currently working the current day up to and including the current time, which is between 12:00 and 12:15. The projected agent line  98  was generated by the FMS  28  approximately two weeks ago. Whereas, the adjusted agent line  100  is generated by the FMS  28  responsive to, among other things, the work volume to the specific workforce. In one embodiment, the adjusted agent line  100  is generated by call-supervisors in response to recommendations by the FMS  28 .  
         [0061]     The projected agent line  98  and the adjusted agent line  100  differ in that at 11:45 a.m. and 12:00 p.m. the number of agents in the adjusted agent line is greater than the number of agents in the projected agent line. The agent line segment  74  starting at 12:15 p.m. has not yet been adjusted. If no adjustment is made, the projected agent line is the default. So if the FMS  28  and/or call-supervisors determine that no adjustment is necessary, then the thirty agents scheduled to work the 12:15 p.m. agent line segment  74  will work that agent line segment.  
         [0062]     Typically, if one or more agents are added to the adjusted agent line  100 , this is accomplished by re-scheduling breaks, or training sessions, or quitting times, etc. of one or more agents that are currently logged into the switch  30 . For example, an agent who is currently logged into the switch  30  may be scheduled to take lunch at 12:00 p.m., but in response to the new adjusted agent line  100 , that agent may have the start of their lunch time rescheduled to 12:30 p.m. Alternatively, agents who are working in another workforce might be temporarily re-assigned to the workforce that needs additional agents. Generally, agents are re-assigned from workforces that make outgoing calls. If on the other hand, one or more agents are removed form the adjusted agent line  100 , this is also accomplished by advancing scheduled breaks, or training sessions, or quitting times, etc. and/or temporarily re-assigning agents to other workforces.  
         [0063]     Referring to  FIG. 10 , steps  102  illustrate exemplary steps taken by the FMS  28  to generate the adjusted agent line  100 . In step  104 , the FMS  28  determines call statistics such as work volume, average time-to-answer, and/or average wait time for recent agent line segments including the current agent line segment, which in the case illustrated in  FIG. 9  is the agent line segment starting at 12:00 p.m. In one embodiment, the FMS  28  determines call statistics for only the current agent line segment  74 , and in another embodiment, the FMS  28  determines call statistics for at least one previous agent line segment such as the agent line segment that precedes the current agent line segment.  
         [0064]     In step  106 , the FMS  28  forecasts the call statistics for the subsequent agent line segment, which for the situation illustrated in  FIG. 9  starts at 12:15 p.m. In step  108 , the FMS  28  processes the forecasted call statistics with agent-profiles for the agents that are already projected to work the subsequent agent line segment.  
         [0065]     In step  110 , the FMS  28  uses the agent-profiles of the projected agents along with the forecasted call statistics to determine the “desired” number of agents for the subsequent agent line segment. Based at least upon the forecasted call statistics, the FMS  28  can determine that the number of projected agents will be sufficient to handle the calls for the subsequent agent line segment. Alternatively, the FMS  28  can also determine that the projected agents will not be sufficient (or overly sufficient) to handle the calls for the subsequent agent line segment. It should be remembered that the number of forecasted agents calculated in step  110  is not merely a function of the forecasted call statistics which were calculated in  108 . The number of forecasted agents is also a function of the agent-profiles of the projected agents. The FMS  28  determines which agents are currently logged into the switch  30  and which agents will be logged into the switch  30  at the start of the subsequent agent line segment. The switch  30  then uses the agent-profiles to calculate whether adjustments to the agent lines are necessary. For example, consider the situation where the forecasted call statistics project an increase in work volume for the subsequent agent line segment, but at least one of the currently working agents is scheduled to log out of the switch  30  at the end of the current agent line segment, and at least one new agent will log into the switch  30 . Thus, even though the work volume is forecasted to increase in the subsequent agent line segment, the FMS  28  may decide that no adjustments to the agent line are required based upon the agent-profiles of those currently working and the agent-profiles of those scheduled to work the subsequent agent line segment. Similarly, the FMS  28  may decide to increase or decrease the number of agents based at least in part upon the agent-profiles of those currently working and the agent-profiles of those scheduled to work the subsequent agent line segment.  
         [0066]     In one embodiment, the FMS  28  determines the desired number of agents using quantities such as each agent&#39;s AWT rating. For example, the FMS  28  determines for the subsequent agent line segment  74  the projected work volume and call volume using the forecasted call statistics. The FMS  28  then determines the number of calls that each of the agents who are currently scheduled to work in the subsequent agent line segment  74  can handle. The number of calls that an agent can handle over the subsequent agent line segment is the product of the duration of the agent line segment times the personal-occupancy of the agent divided by agent&#39;s AWT rating. For example, if an agent had a personal-occupancy of 90% and an AWT rating of 24, i.e., can handle one call per 24 seconds, then in 15 minutes (900 seconds) the agent can handle (900(seconds)*0.90/24(seconds/call)) 33.75 calls. In another example, the FMS  28  employs probabilistic methods such as, but not limited language, Erlang C to determine the projected number of calls to be serviced by an agent. The FMS  28  determines the adjusted agent line by putting agents into the adjusted agent line and summing the number of calls that each of the agents in the adjusted agent line can handle and comparing the summed number of calls with the projected number of calls. When the sum of the number of calls that the agents in the adjusted agent line can handle equals or exceeds the number of projected calls, then the adjusted agent line is set.  
         [0067]     In step  112 , the FMS  28  adjusts the agent line based upon the desired number of agents calculated in step  110 , which may be the same or different from the number of agents determined approximately two weeks ago. In one embodiment, the FMS  28  provides the forecasted desired number of agents to the call-supervisors in the control center  16  and the call-supervisors then make the ultimate decision regarding whether to add or subtract agents from the subsequent agent line segment. The FMS  28 , which comprises an ordered listing of executable instructions for implementing logical functions, can be embodied in any computer-readable medium for use by or in connection with an instruction execution system, apparatus, or device, such as a computer-based system, processor-containing system, or other system that can fetch the instructions from the instruction execution system, apparatus, or device and execute the instructions. In the context of this document, a “computer-readable medium” can be any means that can contain, store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device. The computer readable medium can be, for example but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, device, or propagation medium. More specific examples (a non-exhaustive list) of the computer-readable medium would include the following: an electrical connection (electronic) having one or more wires, a portable computer diskette (magnetic), a random access memory (RAM) (electronic), a read-only memory (ROM) (electronic), an erasable programmable read-only memory (EPROM or Flash memory) (electronic), an optical fiber (optical), and a portable compact disc read-only memory (CDROM) (optical). Note that the computer-readable medium could even be paper or another suitable medium upon which the program is printed, as the program can be electronically captured, via for instance optical scanning of the paper or other medium, then compiled, interpreted or otherwise processed in a suitable manner if necessary, and then stored in a computer memory. In addition, the scope of the certain embodiments of the present disclosure includes embodying the functionality of the preferred embodiments of the present disclosure in logic embodied in hardware or software-configured mediums.  
         [0068]     It should be emphasized that the above-described embodiments of the present disclosure, particularly, any “preferred” embodiments, are merely possible examples of implementations, merely set forth for a clear understanding of the principles of the disclosure. Many variations and modifications may be made to the above-described embodiment(s) of the disclosure without departing substantially from the spirit and principles of the disclosure. All such modifications and variations are intended to be included herein within the scope of this disclosure and the present disclosure and protected by the following claims.

Technology Classification (CPC): 6