Workforce Scheduling Using Variable-Length Activity Templates
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Solution Overview
Problem
Conventional workforce scheduling methods in contact centers are inefficient, particularly in skill-based routing environments, as they fail to effectively manage multi-skilled agents and track queue-specific activities, leading to suboptimal scheduling and adherence to policies.
Innovation Solution
The system employs variable-length activity templates to schedule workforce activities based on workload forecasts and constraints, allowing for flexible scheduling of agents across multiple queues, optimizing the assignment of activities within shift times and improving adherence to contact center policies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If multi-skilled agents are assigned to service all queues for which they have appropriate skill, then agent utilization is improved, but scheduling complexity increases
Solution Approach 1:
The scheduling problem is segmented into discrete queue-specific activity blocks that can be independently scheduled and assigned. Each queue has its own activity template with defined duration and constraints, allowing the system to break down the complex multi-queue assignment problem into manageable units that can be optimized individually and then combined into a comprehensive schedule.
Solution Approach 2:
The system employs dynamic scheduling where activity templates can be adjusted based on real-time queue conditions, agent availability, and workload forecasts. The variable duration activity templates allow flexible adaptation to changing circumstances, enabling the system to optimize agent utilization dynamically rather than through static scheduling rules.
2Measurement precision
If queue hopping is implemented to assign agents to specific queues, then queue capacity tracking is improved, but scheduling efficiency deteriorates
Solution Approach 1:
The system implements queue-specific activity templates with locally optimized parameters for each queue. Each queue can have its own duration, timing constraints, and scheduling preferences defined in its activity template, allowing precise tracking and control of capacity for each specific queue while maintaining overall scheduling efficiency through automated optimization.
3Device complexity
If fixed-duration activity templates are used for scheduling, then scheduling simplicity is improved, but flexibility to adapt to varying workloads deteriorates
Solution Approach 1:
The system replaces fixed-duration templates with variable-duration activity templates that can adapt to actual workload conditions. The duration of activities is determined dynamically based on queue conditions, agent skills, and workload forecasts, allowing the scheduling system to maintain simplicity in its structure while achieving flexibility in its operation.
Solution Approach 2:
The system changes the duration parameter of activity templates from fixed to variable based on real-time and historical data. By adjusting this key parameter dynamically, the system maintains scheduling simplicity while achieving the flexibility needed to adapt to varying workloads and queue conditions.
4Productivity
If agents are assigned to high-volume queues, then queue service capability is improved, but agent skill matching complexity increases
Solution Approach 1:
The system employs multi-functional activity templates that can be applied across different queues and agent types. The universal activity template framework allows the same scheduling logic to handle diverse queue-agent combinations, reducing the complexity of skill matching by using a unified approach rather than queue-specific or agent-specific rules.
Data Source
AI summary
Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.