Dynamic analytics and forecasting for messaging staff
US11531950B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 23, 2020 |
| Grant date | Dec 20, 2022 |
| Priority date | — |
| Expiry date | Dec 23, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/555
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Systems and methods are provided for dynamic generation of staff analytics and forecasts based on skill and service level. Dynamic forecasting allows for forecast generation in real-time and may be based on historical data regarding skills and results, as well as data science to identify patterns and make predictions. The resulting staffing forecast may therefore provide for efficient management of messaging staff costs while preserving the desired service quality. The staffing forecast may include a volume forecast that is tailored to the unique nature of asynchronous messaging, as well as the unique messaging needs of the entity so as to efficiently manage messaging operations and make data-driven staffing decisions that take service level into account. An exemplary embodiment may include dynamic analytics tools that may use specified target and/or resource numbers (e.g., desired service level) for an existing messaging operation and get a detailed per-skill staffing forecast.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.