The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 21, 2026
Filed:
Jun. 08, 2023
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Bayu Aji Wicaksono, Menlo Park, CA (US);
Wei Xun Ter, Menlo Park, CA (US);
Christopher E. Johnson, Menlo Park, CA (US);
Daniel J. Chapdelaine, Menlo Park, CA (US);
Charles David Fico, Menlo Park, CA (US);
Vidit Mehta, Menlo Park, CA (US);
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Abstract
A method for selecting forecasting models for generating timeseries workload forecasts for a contact center covering varying timeseries granularities and operating horizons. The method includes selecting, via a first selection process, a first select forecasting model from first candidate forecasting models for forecasting a workload level in accordance with a lower-granularity timeseries. The first selection process may include the steps of: receiving a first timeseries dataset; defining different timeseries datasets within the first timeseries dataset, including a first shorterm dataset and first longterm dataset; testing, using the first longterm dataset, each first candidate forecasting model in accordance with a first longterm cross-validation process; testing, using the first shorterm dataset, each first candidate forecasting model in accordance with a first shorterm cross-validation process; and calculating, for each of the first candidate forecasting models, an combined accuracy score based on the testing.