US 12,299,614 B2
System and method for calibrating a WFM scheduling module
Jonathan M. Silverman, Palo Alto, CA (US); Edward O. Hamilton, Mount Hamilton, CA (US); and Nicholas Mortimer, Sheffield (GB)
Assigned to Verint Americas Inc., Alpharetta, GA (US)
Filed by Verint Americas Inc., Alpharetta, GA (US)
Filed on May 22, 2023, as Appl. No. 18/321,154.
Application 18/321,154 is a division of application No. 17/665,552, filed on Feb. 6, 2022.
Claims priority of provisional application 63/146,617, filed on Feb. 6, 2021.
Prior Publication US 2023/0289679 A1, Sep. 14, 2023
Int. Cl. G06Q 10/0631 (2023.01); G06Q 10/1093 (2023.01)
CPC G06Q 10/06312 (2013.01) [G06Q 10/1097 (2013.01)] 12 Claims
OG exemplary drawing
 
1. A method for calibrating scheduling model parameters of a work force management (WFM) scheduling model, comprising:
obtaining, by a modeler in a schedule analyzer of a WFM system, modeling data for a previous period comprising:
forecasted demands;
a published schedule;
predicted service levels;
actual demands;
an actual schedule;
actual service levels; and
scheduling model parameters comprising a shrinkage and user-set calibration parameters, wherein the user-set calibration parameters comprise core parameters and a modeling factor;
executing the following calibration:
instructing, by a calibration director and interface (CDI) of the WFM system, a statistics predictor and the modeler in a demand-shrinkage controlled mode, to compute, a first calibration-error metric e(M[D,S]) as a function of the actual demands, the actual schedule, the shrinkage set to zero, the core parameters, and the actual service levels, wherein the statistics predictor, and the modeler are comprised in the schedule analyzer;
receiving, by the CDI, the first calibration-error metric e(M[D,S]); and
displaying, by the CDI, the first calibration-error metric on an input/output device (I/O device) of the WFM system;
repeating the following process separately for each of the user-set calibration parameters, until the CDI receives an input from the I/O device to stop adjusting for the user-set calibration parameters, wherein the input to stop is based on achieving target user-set calibration parameters, and wherein the modeling factor is calibrated independently from the shrinkage:
receiving, by the CDI from the I/O device, an adjustment to a value for each of the user-set calibration parameters;
transmitting, by the CDI to the modeler, the adjustment to the value for each of the user-set calibration parameters;
instructing, by the CDI, the modeler to compute a new first calibration-error metric e(M[D,S]), substituting an adjustment value for those used in the computation of the first calibration-error metric;
receiving, by the CDI from the modeler, the new first calibration-error metric; and
displaying, by the CDI to the I/O device, the new first calibration-error metric;
instructing, by the CDI, the statistics predictor, and the modeler in a demand controlled mode, to compute, a second calibration-error metric as a function of the actual demand, the published schedule, the shrinkage, calibrated core parameters, the calibrated modeling factor and the actual service levels;
receiving, by the CDI, the second calibration-error metric e(M[D]);
displaying, by the CDI, a calibration-error metric difference e(M[D,S])−e(M[D]) on the I/O device;
receiving, by the CDI from the I/O device, an adjustment to the shrinkage;
transmitting, by the CDI, to the modeler the adjustment to the shrinkage and the calibrated core parameters and the calibrated modeling factor;
repeating the following, until the CDI receives an input from the I/O device to stop adjusting, wherein the input to stop is based on achieving a target calibration shrinkage, wherein the shrinkage is calibrated independently from the modeling factor:
receiving, by the CDI from the I/O device, an adjustment to the shrinkage;
transmitting, by the CDI to the modeler, the adjustment to the shrinkage;
instructing, by the CDI the modeler to compute a new second calibration-error metric e(M[D]), substituting the adjustment to the shrinkage for those used in the computation of the second calibration-error metric;
receiving, by the CDI from the modeler, the new second calibration-error metric;
displaying, by the CDI to the I/O device, the new second calibration-error metric;
updating a WFM database of the WFM system with the calibrated core parameters, the calibrated modeling factor, and the calibrated shrinkage, replacing core parameters, a modeling factor, and shrinkage from the previous period;
determining a difference between the first calibration-error metric and the second calibration-error metric to determine a scheduling error metric attributable to shrinkage; and
responsive to determining that (a) the new second calibration-error metric, and (b) the determined scheduling error metric attributable to shrinkage are each within a predetermined threshold, automatically updating the WFM scheduling model based on the calibrated core parameters, the calibrated modeling factor, and the calibrated shrinkage.