Method and system for scalable contact center agent scheduling utilizing automated AI modeling and multi-objective optimization

US11734624B2 · kind B2 · utility

Assignee

• Genesys Cloud Services, Inc. · US

Inventors

• William D'Attilio · Brownsburg, US
• German Andres Velasquez Diaz · Annapolis, US
• Wei Xun Ter · Annapolis, US
• Bayu Aji Wicaksono · Laurel, US
• I-Hsuan Weng · Gambrills, US
• Jay Michael Langsford · Indianapolis, US

Key dates

• Filing date: Jul 26, 2021
• Grant date: Aug 22, 2023
• Expiry date: Aug 5, 2041

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/402
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A system for performing contact center agent scheduling according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to generate a workload forecast indicative of a demand that will be introduced into the contact center in a future planning period based on a workload forecast model and time series data, generate a staffing requirement forecast indicative of a number of agents required to handle the workload forecast based on the workload forecast, one or more service goals, and a staffing requirement model, and perform schedule optimization using column generation to generate an optimized contact center agent shift schedule for a plurality of agents based on the staffing requirement forecast and one or more constraints.