1. A method of operating a schedule system to generate a schedule for a plurality of agents in a contact center environment, the method comprising:
receiving in a user interface a plurality of user inputs to a scheduling program stored on a storage device and executed by a processing device, including a number of agent designations each of which refers to a unique agent;
receiving in the user interface a user input that changes the number of agent designations by indicating at least one changed agent;
estimating in the processing device an effect of the at least one changed agent on effective staffing levels for each of various tasks;
determining in the processing device whether to simulate the schedule based at least in part on an adaptive algorithm; and
generating in the processing device estimated effective staffing levels for each of the various tasks.
2. The method of claim 1, wherein the adaptive algorithm is operative to measure an error that results from the estimating step to determine whether to simulate the schedule.
3. The method of claim 2, wherein the adaptive algorithm is operative to determine how many changes can be made to the schedule based on the error and a predetermined amount of allowed error to determine whether to simulate the schedule.
4. The method of claim 1, further comprising determining a number of changes that can be made to the schedule during the scheduling method without simulating a proposed schedule.
5. The method of claim 4, wherein estimating comprises:
calculating a total effective work the changed agent will perform;
scaling each task by at least one predetermined factor; and
adjusting a work distribution for every unique agent other than the changed agent based upon the total effective work the changed agent will perform.
6. The method of claim 5, further comprising distributing the total effective work of the changed agent across a plurality of tasks.
7. The method of claim 5, wherein the at least one predetermined factor includes a measure of average time to handle a subtask divided by a number of subtasks per time interval, and a measure of how much work remains in a task based upon results of a previous simulation.
8. The method of claim 5, wherein calculating the total effective work the changed agent will perform comprises applying a function to: a number of skills of the changed agent; proficiencies of the changed agent; and priorities of the changed agent.
9. The method of claim 5, wherein adjusting the work distribution for every unique agent other than the changed agent includes adjusting an effective contribution to each task worked by one of the other unique agents by a factor reflecting that a different amount of work will be required for tasks worked by the changed agent.
10. A computer readable storage medium containing executable instructions which, when executed in a processing system, generate a schedule in a contact center environment by directing the processing system to:
receive a plurality of user inputs to a scheduling program, including a number of agent designations each of which refers to a unique agent;
receive a user input that changes the number of agent designations by indicating at least one changed agent;
estimate an effect of the at least one changed agent on effective staffing levels for each of various tasks;
determine whether to simulate the schedule based at least in part on an adaptive algorithm; and
generate estimated effective staffing levels for each of the various tasks.
11. The computer readable storage medium of claim 10, wherein the adaptive algorithm is operative to measure an error that results from the estimating step to determine whether to simulate the schedule.
12. The computer readable storage medium of claim 11, wherein the adaptive algorithm is operative to determine how many changes can be made to the schedule based on the error and a predetermined amount of allowed error to determine whether to simulate the schedule.
13. The computer readable storage medium of claim 10, further comprising the executable instructions configured to direct the processing system to determine a number of changes that can be made to the schedule during the schedule generation without simulating a proposed schedule.
14. The computer readable storage medium of claim 13, wherein the executable instructions, to direct the processing system to estimate the effect of the at least one changed agent on the effective staffing levels for each of the various tasks, directs the processing system to:
calculate a total effective work the changed agent will perform;
scale each task by at least one predetermined factor; and
adjust a work distribution for every unique agent other than the changed agent based upon the total effective work the changed agent will perform.
15. The computer readable storage medium of claim 14, further comprising the executable instructions configured to direct the processing system to distribute the total effective work of the changed agent across a plurality of tasks.
16. The computer readable storage medium of claim 14, wherein the at least one predetermined factor includes a measure of average time to handle a subtask divided by a number of subtasks per time interval, and a measure of how much work remains in a task based upon results of a previous simulation.
17. The computer readable storage medium of claim 14, wherein the executable instructions, to direct the processing system to calculate the total effective work the changed agent will perform, directs the processing system to apply a function to: a number of skills of the changed agent; proficiencies of the changed agent; and priorities of the changed agent.
18. The computer readable storage medium of claim 14, wherein the executable instructions, to direct the processing system to adjust the work distribution for every unique agent other than the changed agent, directs the processing system to adjust an effective contribution to each task worked by one of the other unique agents by a factor reflecting that a different amount of work will be required for tasks worked by the changed agent.
19. A computer-implemented method for generating a schedule in a contact center environment, the method comprising:
initiating an automatic scheduling process that receives agent data including skill sets as an input;
determining, in a computer system, whether to simulate a proposed schedule based at least in part on an adaptive algorithm, the adaptive algorithm including measuring an error of using an estimation function from results of the simulation and a predetermined allowed error;
determining whether a change has been made to the agent data;
estimating an effect of the change made to the agent data; and
generating estimated effective staffing levels for each of the various tasks.
The claims below are in addition to those above.
All refrences to claim(s) which appear below refer to the numbering after this setence.
1. A tablet filling instrument comprising:
a vial supply unit;
a tablet supply unit;
a conveyor unit;
a discharging unit comprising a plurality of outlets including at least one designated priority outlet and a plurality of designated normal outlets; and
a controlling unit,
the controlling unit responsive to input commands based upon prescription data to cause coordinated operation of the vial supply, tablet supply, conveying and discharge units such that tablets from the tablet supply unit are delivered to vials from the vial supply unit and conveyed by the conveying unit to the discharging unit through which the vials are discharged to one of the outlets for dispensing,
the controlling unit causing a prioritized vial with tablets that are designated to be dispensed at one of the outlets, at a time-point within a predetermined time length from a preset time-point, to be discharged by the discharging unit initially to the at least one designated priority outlet and not one of the designated normal outlets in the event that the at least one designated priority outlet is determined to be vacant.
2. The tablet filling instrument according to claim 1,
wherein the time-point to dispense the tablets is contained in the prescription data.
3. The tablet filling instrument as defined in claim 1,
wherein the controlling unit causes the prioritized vial with tablets to be discharged to one of the designated normal outlets in the event that it is determined that the at least one designated priority outlet is occupied.
4. The tablet filling instrument according to claim 3,
wherein the time-point to dispense the tablets is contained in the prescription data.
5. The tablet filling instrument according to claim 3,
wherein the tablet filling instrument further comprises a display upon which a user is alerted to a priority nature of the prioritized vial with tablets and urged to take the prioritized vial with tablets out of the one of the designated normal outlets.
6. The tablet filling instrument according to claim 5,
wherein the time-point to dispense the tablets is contained in the prescription data.