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Scheduling method and scheduling device

A technology to be scheduled and workload, applied in the field of intelligence, can solve problems such as difficulty in balancing service level and operation management, and low scheduling efficiency

Inactive Publication Date: 2017-05-31
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

With the increasing scale of customer service centers and the continuous improvement of service level and operation management requirements, the disadvantages of manual scheduling (such as low scheduling efficiency) are becoming more and more difficult to balance the contradiction between service level and operation management

Method used

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  • Scheduling method and scheduling device
  • Scheduling method and scheduling device

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0046] The embodiment of the present invention provides a shift scheduling method, please refer to figure 1 , the scheduling method in the embodiment of the present invention includes:

[0047] Step 101. Obtain the historical year-on-year workload and historical chain-to-month workload of each time period to be scheduled on the current date to be scheduled respectively;

[0048] In the embodiment of the present invention, the historical year-on-year workload refers to the workload in the same period of the previous year, and the historical chain workload refers to the workload in the same period in the previous month. For example, if the current date to be scheduled is September 6, 2016, the time slots to be scheduled are expressed as: 8:30~8:45 (subsequently represented by T 1 indicates the time period), 8:45~9:00 (followed by T 2 indicates the time period), 9:00~9:15 (followed by T 3 Indicates the time period), ..., 17:45~18:00 (followed by T N represents the time period...

Embodiment 2

[0067] The difference between the embodiment of the present invention and the first embodiment is that the embodiment of the present invention performs shift scheduling in the unit of the interval to be scheduled, and minimizes the number of repeated personnel who can be scheduled in the continuous interval to be scheduled, so that as much as possible Avoid the disadvantages of the same employee working continuously for one day.

[0068] see figure 2 , the scheduling method in the embodiment of the present invention includes:

[0069] Steps 201-204;

[0070] For the above steps 201-204, please refer to figure 1 The description in steps 101 to 104 in the illustrated embodiment will not be repeated here.

[0071] Step 205, based on the number of people to be scheduled in each time period to be scheduled, determine the number of people to be scheduled in each interval to be scheduled;

[0072] In the embodiment of the present invention, the current date to be scheduled inclu...

Embodiment 3

[0081] An embodiment of the present invention provides a shift scheduling device. see image 3 , the scheduling device 300 in the embodiment of the present invention includes:

[0082] The obtaining unit 301 is used to respectively obtain the historical year-on-year workload and the historical ring-to-wall workload of each to-be-scheduled time period of the current to-be-scheduled date;

[0083] The first calculation unit 302 is configured to perform weighted summation of the historical year-on-year workload and the historical chain-month workload of each of the time periods to be scheduled based on the preset year-on-year workload weight and chain-month workload weight, to obtain the above-mentioned Estimated workload for each time slot to be scheduled;

[0084] A determining unit 303, configured to determine the estimated workload that can be completed by a single person who can be scheduled in each of the time periods to be scheduled;

[0085] The second calculation unit...

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Abstract

The invention discloses a scheduling method and a scheduling device; the scheduling method comprises the following steps: respectively obtaining historical year-on-year workload and historical chain based workload of each to-be-scheduled time period of the present scheduling date; respectively carrying out weight summations for the historical year-on-year workload and historical chain based workload of each to-be-scheduled time period according to a preset year-on-year workload weight value and chain based workload weight value, thus obtaining pre-estimate workloads of each to-be-scheduled time period; determining pre-estimate achievable workload of a single schedulable person in each to-be-scheduled time period; allowing the pre-estimate workload of each to-be-scheduled time period to be respectively divided by the pre-estimate achievable workload of the single schedulable person in each to-be-scheduled time period, thus obtaining a to-be-scheduled person number of each to-be-scheduled time period; respectively scheduling schedulable personnel of the corresponding number on duty for each to-be-scheduled time period according to the to-be-scheduled person number of each to-be-scheduled time period. The scheduling method and device can improve the scheduling efficiency.

Description

technical field [0001] The invention relates to the field of intelligent technology, in particular to a shift scheduling method and a shift scheduling device. Background technique [0002] In the customer service center management of an enterprise, the scheduling of agents is one of the essential and very important links. [0003] At present, the manual scheduling method is used to schedule the shifts of the agents. The manual scheduling method is as follows: the scheduler estimates the number of agents needed each day based on experience, and then arranges the corresponding number of agents for each day. With the increasing scale of customer service centers and the continuous improvement of service level and operation management requirements, the disadvantages of manual scheduling (such as low efficiency of scheduling) are becoming more and more difficult to balance the contradiction between service level and operation management. [0004] How to improve the scheduling eff...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/10
CPCG06Q10/1097
Inventor 徐光飞
Owner PING AN TECH (SHENZHEN) CO LTD
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