公开(公告)号：US11055645B2

公开(公告)日：2021-07-06

申请号：US16439716

申请日：2019-06-13

Applicant: NICE LTD

Inventor： Robert Michael Dvorscak, Jr. ,  Charles William Gulledge ,  Rob Harris Duplantis

IPC: G06Q10/06 ,  G06N20/00 ,  G06Q10/04

Abstract: A computer-implemented method for optimizing distribution of incentive-budget for additional time interval allocation in a multi-week work schedule is provided herein. The computer-implemented method comprising: (i) training a model to forecast future net staffing; (ii) generating a multi-week work schedule; (iii) using the model to forecast for each time interval a net staffing value; (iv) classifying time intervals as understaffed; (v) displaying the understaffed time intervals to suggest agents to take as additional time interval; (vi) providing a tier incentive structure and an incentive budget to be updated by a user; (vii) training the model to forecast a degree of elasticity of agents demand for each time interval based on historical agents schedule changes; and (viii) calculating a combination of incentives of each tier of the tier incentive structure in the incentive-budget to accommodate understaffed time intervals and maximize agents demand for time intervals based on forecasted degree of elasticity.

公开(公告)号：US10990931B2

公开(公告)日：2021-04-27

申请号：US15274267

申请日：2016-09-23

Applicant: NICE LTD.

Inventor： Omer Abramovici ,  Iftach Smith ,  Charles William Gulledge

IPC: G06Q10/10 ,  G06Q10/06

Abstract: A work period scheduler includes one or more data processors configured to receive performance data relating to the performance of one or more individual workers from a database. The performance data is then analyzed to identify one or more workers as a leader, a leader being a worker whose presence in a group of the individual workers results in an improvement in overall performance of said group. Work periods, e.g. shifts, may then be scheduled based on one or more skills attributed to one or more workers wherein the one or more skills includes leader.