Partial Shift Swapping in Workforce Scheduling Systems
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Solution Overview
Problem
Current workforce scheduling systems in customer centers do not efficiently allow for partial shift modifications by agents, requiring entire shift changes and lacking agent-to-agent coordination without supervisor intervention.
Innovation Solution
Implementing a system and method for partial shift swapping, where agents can request and approve partial shift swaps based on validation rules, allowing for one-way or two-way swaps within scheduling constraints, and updating the schedule accordingly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If entire shift changes are required for agents to modify their schedules, then scheduling constraints are maintained, but agent flexibility and autonomy are reduced
Solution Approach 1:
The patent divides a shift into multiple time segments (e.g., morning, afternoon, evening portions). Agents can swap individual segments rather than entire shifts, enabling partial modifications. This segmentation allows agents to maintain some shift portions while changing others, providing flexibility without requiring complete shift replacements.
Solution Approach 2:
The system implements partial shift swapping where agents exchange only specific time portions of shifts rather than complete shifts. This partial action approach allows agents to modify their schedules to some extent while maintaining overall schedule integrity and constraint compliance.
2Ease of operation
If supervisors must approve all shift modifications, then scheduling constraints are enforced, but agent autonomy and coordination efficiency are reduced
Solution Approach 1:
The patent implements a self-service mechanism where agents can directly coordinate and execute partial shift swaps with each other without supervisor intervention. The system automatically validates swaps against scheduling constraints through validation rules, enabling agents to autonomously modify schedules while maintaining constraint compliance.
Solution Approach 2:
The system incorporates automated feedback mechanisms through validation rules that check proposed swaps against scheduling constraints. The system provides immediate feedback on whether a swap is valid, eliminating the need for manual supervisor review while ensuring constraint compliance through automated enforcement.
3Adaptability or versatility
If partial shift swaps are allowed without validation rules, then agent flexibility is improved, but scheduling constraint compliance may be compromised
Solution Approach 1:
The patent introduces validation rules as an intermediary layer between agent swap requests and schedule modifications. These rules automatically check proposed swaps against scheduling constraints (e.g., minimum shift lengths, skill requirements, coverage needs) and prevent invalid swaps, ensuring constraint compliance while allowing flexible modifications.
Solution Approach 2:
The validation rule system performs self-validation of swap requests against predefined constraints, automatically determining whether a swap is permissible without requiring manual supervisor review. This self-service validation mechanism maintains constraint compliance while enabling agent flexibility.
Data Source
AI summary
Systems and methods of partial shift swapping are disclosed. An exemplary method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request. An exemplary computer-readable medium has a computer program stored thereon. The computer program comprises computer-executable instructions for performing a computer-executed method of requesting a partial shift swap. The method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request.