System and method for shift arrangement

A scheduling and shift technology, applied in the field of scheduling systems, can solve the problems of difficulty in accurately calculating service levels and manpower requirements, without considering the routing strategy of queuing machines, and inability to accurately predict call center traffic, etc., and achieve accurate calculation of service levels. And manpower requirements, improve the effect of solving efficiency

Inactive Publication Date: 2008-06-25
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Among them, the impact of the ACD queuing routing strategy on the service level and manpower demand of the calculation call center is not considered in the scheduling process, while the multi-skilled scheduling is greatly affected by the routing strategy, which directly affects the service level and manpower demand of t

Method used

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  • System and method for shift arrangement
  • System and method for shift arrangement
  • System and method for shift arrangement

Examples

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no. 1 example

[0021] first refer to Figure 4 A first embodiment of the present invention is described. Figure 4 is a block diagram showing a shift scheduling system 400 according to the first embodiment of the present invention.

[0022] Such as Figure 4 As shown, the shift scheduling system 400 according to the first embodiment of the present invention includes: an overflow priority matrix determining device 402 for generating a skills group overflow priority matrix; an overflow priority model simulation device 404 connected to the overflow priority matrix Determining means 402 for optimizing the skill group overflow priority matrix generated by overflow priority matrix determining means 402;

[0023] Among them, the overflow priority matrix determining means 402 utilizes skill group priority (the priority of skill groups can be simulated or customized, which determines the priority order of overflow policies of different skill groups) or routing strategy (that is, different skills ar...

no. 2 example

[0028] The following will refer to Figure 5 with Image 6 A second embodiment of the present invention is described. Figure 5 is a flow chart showing the flow of the shift scheduling method according to the second embodiment of the present invention, Image 6 It is a flow chart showing the detailed flow of the shift scheduling method according to the second embodiment of the present invention.

[0029] Such as Figure 5 As shown, the shift scheduling method according to the second embodiment of the present invention includes the following steps: step S502, obtaining the historical traffic data generated by the queuing machine; step S502, generating a skill group overflow priority matrix; step S506, generating an optimal call overflow priority model; and step S508 , after traffic analysis and prediction, manpower demand determination, and shift scheduling, outputting a shift schedule.

[0030] Wherein, in step S504, according to the skills of the customer representative c...

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Abstract

The invention discloses a shift-arrangement system, which comprises an overflow priority matrix determination device which is used to generate a skill-group overflow priority matrix, an overflow priority model artificial device which is connected with the overflow priority matrix determination device and is used to optimize the skill-group overflow priority matrix generated by the overflow priority matrix determination device, a manpower requirement determination device, a traffic analysis and prediction device, and a client representative shift-arrangement device. In addition, the invention also discloses a shift-arrangement method. Through the invention, the equation-solved efficiency can be increased under the circumstances of skill shift-arrangement and route model size increasing, at the same time, the shift-arrangement under the circumstance of combining a plurality of techniques and a route model can be achieved.

Description

technical field [0001] The present invention relates to the field of communications, and in particular, to a scheduling system and method. Background technique [0002] At present, call centers have higher and higher requirements for agent skills. The previous single or few business model has developed into a multi-service model, and agents have also developed from single-skilled to multi-skilled and multi-service. Such as figure 1 As shown, this multi-service, multi-skilled operating environment puts forward higher and higher requirements on the operation and management level of call center managers. How to accurately predict the call center traffic and arrange an appropriate number of seats to Handle customer needs. [0003] Such as figure 2 As shown, the core server of the currently popular shift scheduling system in the industry usually includes functions such as traffic analysis and forecast, manpower forecast, and customer representative shift scheduling. Such as ...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M3/51
Inventor 李轶平潘坚
Owner HUAWEI TECH CO LTD
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