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1. 发明授权

US08612272B1 System and method for skills-based staffing and scheduling 有权
标题翻译：基于技能的人员配置和调度的系统和方法
公开(公告)号：US08612272B1
公开(公告)日：2013-12-17
申请号：US12584210
申请日：2009-09-02
申请人： Turgut Aykin
发明人： Turgut Aykin
IPC分类号： G06Q10/00 , G06Q10/06
CPC分类号： G06Q10/063 , G06Q10/0631 , G06Q10/06311 , G06Q10/06312
摘要： An invention for scheduling employees in a skills-based contact routing environment in which each employee has one or more skills and belongs to a skill group. The invention includes an initialization step and an iterative step. In the initialization step, the invention generates initial staffing levels and initial agent schedules for each skill group. In the iterative step, a skill group is selected and unscheduled while keeping agents in other skill groups on their current schedules, agent requirements for the skill group selected are updated using a staffing model that applies contact routing rules and includes the number of agents scheduled for work in other skill groups, and agents are rescheduled in the selected skill group. In each iteration each skill group is unscheduled, agent requirements are updated, and agents are rescheduled once. Iterations continue until one or more stopping criteria are satisfied.
摘要翻译：一种用于在基于技能的联系路由环境中调度员工的发明，其中每个雇员具有一个或多个技能并且属于技能组。本发明包括初始化步骤和迭代步骤。在初始化步骤中，本发明为每个技能组生成初始人员配置级别和初始代理计划。在迭代步骤中，选择技术组并进行非计划，同时将其他技能组中的代理保留在当前计划上，所选技能组的代理需求将使用应用联系路由规则的人员模型进行更新，并包括计划为在其他技能组中工作，并在所选技能组中重新安排代理。在每次迭代中，每个技能组都是非计划的，代理需求被更新，代理重新安排一次。迭代继续，直到满足一个或多个停止标准。

2. 发明授权

US08332249B1 System and method for integrated supply chain and contact center management 有权
标题翻译：综合供应链和联络中心管理系统和方法
公开(公告)号：US08332249B1
公开(公告)日：2012-12-11
申请号：US13135562
申请日：2011-07-08
申请人： Turgut Aykin
发明人： Turgut Aykin
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/063112 , G06Q10/06312 , H04M3/5233
摘要： The present invention provides a method and system for integrated supply chain and contact center planning. First, the system and method of the invention obtains forecasts of contacts expected, average handling times, agent shrinkage and sales ratios with and without backorders over a planning period. The method and system of the invention next schedules agents to minimize lost sales, agent, facility, and communication costs for contact groups used by customers to order products, and to best meet productivity-based targets for contact groups used for services not for sale. Using the scheduled staffing levels, and forecasts of contact volumes, average handling times, agent shrinkage, sales ratios with and without backorders, supply chain product availability, and a staffing model, the method and system of the invention generates product sales forecasts for products sold. Product sales forecasts thus generated are inputted into the demand planning and forecasting process of the integrated supply chain management system. Contact center based product sales forecasts are combined with the product sales forecasts received from other supply chain sales channels to generate combined product sales forecasts based on which inventory, supply, and distribution planning steps of supply chain management are carried out.
摘要翻译：本发明提供了一种综合供应链和联络中心规划的方法和系统。首先，本发明的系统和方法在规划期内获得预期的接触预期，平均处理次数，代理收缩率和销售比率。本发明的方法和系统接下来安排代理以使客户订购产品所使用的联系人群体的销售，代理，设施和通信成本最小化，以及最佳地满足用于未出售服务的联系人群体的基于生产力的目标。使用预定的人员配置水平，联系人数量，平均处理时间，代理收缩率，有无退货的销售比率，供应链产品可用性和人员配置模式，本发明的方法和系统生成销售产品的产品销售预测。因此产生的产品销售预测被输入到综合供应链管理系统的需求规划和预测过程中。基于联络中心的产品销售预测与其他供应链销售渠道的产品销售预测结合起来，根据供应链管理的库存，供应和分销计划步骤进行组合产品销售预测。

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