公开(公告)号：US20250148386A1

公开(公告)日：2025-05-08

申请号：US18387923

申请日：2023-11-08

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： CLIFF W. BELL ,  DANIEL STEWART STOOPS

IPC: G06Q10/0631 ,  G06Q10/0639

Abstract: A method for incentivizing agents with scheduling perks that includes: receiving a workload forecast; receiving a staffing plan; receiving data describing a service level target; receiving data describing the scheduling perks; performing a valuation routine for determining a value of points in relation to trading for the scheduling perks during; and performing an offer routine offering the scheduling perks to the current agents per the determined value of the points. The valuation routine includes: measuring current shift performance data; providing the staffing plan, the workload forecast, and the current shift performance data as inputs to a predictive model and calculating therewith an actual forecasted target adherence for the service level target; comparing the actual forecasted target adherence against an acceptable threshold to determine a valuation parameter; and valuing the points according to a direct relationship with the valuation parameter.

公开(公告)号：US20250148385A1

公开(公告)日：2025-05-08

申请号：US18387915

申请日：2023-11-08

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： CLIFF W. BELL ,  DANIEL STEWART STOOPS

IPC: G06Q10/0631 ,  G06Q10/0639 ,  G06Q30/01

Abstract: A method for incentivizing contact center agents with scheduling perks that includes: receiving a workload forecast and staffing plan for a current shift; receiving a service level target; receiving types of scheduling perks; performing a selection routine for determining a select scheduling perk for offering to a select agent; and sending a scheduling perk offer via electronic communication to the select agent. The selection routine may include: selecting a proposed scheduling perks and a proposed agent; modifying the staffing plan to create a proposed staffing plan that reflects the proposed scheduling perk; predicting a proposed forecasted target adherence using the modified staffing plan; determining whether the proposed forecasted target adherence satisfies a threshold defined by an acceptable forecasted target adherence and, if so, deeming the proposed scheduling perk as select scheduling perk and proposed agent as select agent.