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:
Jan. 19, 2010
Filed:
Apr. 27, 2004
Ali S. Kiran, San Diego, CA (US);
Celal Kaplan, La Jolla, CA (US);
Tekin Cetinkaya, Carlsbad, CA (US);
Murat Bayiz, Los Angeles, CA (US);
Jeffrey Cameron, San Diego, CA (US);
Ali S. Kiran, San Diego, CA (US);
Celal Kaplan, La Jolla, CA (US);
Tekin Cetinkaya, Carlsbad, CA (US);
Murat Bayiz, Los Angeles, CA (US);
Jeffrey Cameron, San Diego, CA (US);
Verint Americas, Inc., Melville, NY (US);
Abstract
The present invention provides a workforce requirements management system and method that determines future demand for service related transactions or activity and optimizes the planning of workforce to meet the future demand. Initially, the workforce requirements management system reviews historical data regarding transaction volume and service activity to determine the future demand for such transactions or service activities. The historical data may come from a conventional enterprise resource planning application and/or include demographic data and/or economic indicators. The workforce requirements management system can optimize a forecast by isolating certain variance factors and refining the forecast accordingly. A forecast can also be optimized by estimating transaction times and correlating variance factors with estimated transactions times. Additionally, the workforce requirements management system can optimize the forecast based on the queuing model employed for the particular service. Finally, the workforce requirements management system can create a long term resource plan that identifies the most efficient balance of full time equivalent and part time equivalent staffing levels to meet the long term forecast need at the desired service level at the lowest overall labor cost. Specific outputs generated by the workforce requirements management system include a transaction forecast, a resource forecast, a resource plan, and a resource schedule.