Abstract: A fast, robust and efficient staff requirement calculation engine that estimates staffing requirements on the spot to account for multi-skill omni-channel efficiency. The calculation engine may be used off-line for pre-calculating staff requirements in a multi-skill environment for different queues at different intervals and on-line for instantaneous responses to demands for staff requirement calculation.

Abstract: Systems and methods are provided for solving workforce management scheduling optimization decomposing and iteratively. Execution of a master problem can occur to select a best schedule among generated schedules for each employee of a group of employees while enforcing one or more global constraints. The generated schedule can be determined by execution of one or more sub-problems, each of the one or more sub-problems can be enforced work rules for the respective employee through the use of reduced cost for the employee. A flexible objective function can be executed to account for workforce management schedule wide metrics, including fitness of schedule to demand, fairness among the group of employees, schedule preferences and others.

Abstract: An iterative scheduling and campaign management process uses a WFM system and a CLM system. These systems may be independent or consolidated. In a first step of the process, the WFM system provides the CLM system coarse agent availability data. The coarse agent availability data is used by the CLM system to generate a first list order for a given outbound contact list, which contact list is then provided back to the WFM system. In a second step of the process, the WFM uses the first list order to facilitate a multi-skilled agent scheduling routine. The resulting set of multi-skilled agent schedules (or staffing level data derived from those schedules) is then provided by the WFM system to the CLM system. The CLM system then uses the multi-skilled agent schedules (or staffing level data) to create a second list order for the given outbound contact list. This list may be considered an optimized list given the agent schedule data provided by the WFM system. The outbound campaign is then initiated.

Abstract: An iterative scheduling and campaign management process uses a WFM system and a CLM system. These systems may be independent or consolidated. In a first step of the process, the WFM system provides the CLM system coarse agent availability data. The coarse agent availability data is used by the CLM system to generate a first list order for a given outbound contact list, which contact list is then provided back to the WFM system. In a second step of the process, the WFM uses the first list order to facilitate a multi-skilled agent scheduling routine. The resulting set of multi-skilled agent schedules (or staffing level data derived from those schedules) is then provided by the WFM system to the CLM system. The CLM system then uses the multi-skilled agent schedules (or staffing level data) to create a second list order for the given outbound contact list. This list may be considered an optimized list given the agent schedule data provided by the WFM system. The outbound campaign is then initiated.

Abstract: A forecast and plan generation process for a workforce management (WFM) system implements an algorithm to calculate staffing requirements when average handling time (AHT) is longer than a data collection statistics period and/or a work item is in progress of being handled in more than one interval. A schedule generation process schedules an agent for intervals after a work item is provided/connected to the agent, preferably up to an including an interval when the work item terminates (based on the AHT of the work item and a simulated arrival time of the work item). Additional agents are scheduled for new work items that are forecasted to arrive in an interval, in addition to the agents that may already be connected to a contact.

Abstract: An adherence system provides an entity (such as a supervisor) with the ability to define one or more acceptable agent state “rules” that are then monitored for compliance. A particular “rule” defines a sequence of user-configured or system-defined work item handling states and, optionally, a particular duration for a given state in the sequence. The rule typically also has associated therewith one or more user-configured or system-defined “actions” that should occur if the rule (which is sometimes referred to as a “policy”) is triggered. Using state information, the system monitors the various states of a particular agent against one or more rules. If the agent violates the rule (e.g., by moving in or out of a state out of sequence, by staying within a given state too long, or the like), a trigger event is initiated to indicate a potential or actual policy violation. The trigger event may then initiate a given action.