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US 10,949,783 B2Granted
System and method of workforce optimization
AssigneeVerint Americas Inc.
InventorKurt Heier
Life of this patent
Estimating the term…
Abstract
A method of workforce optimization includes acquiring video data. The video data is obtained from a plurality of video cameras in a facility comprising a plurality of departments. A customer load for each of the plurality of departments is identified. A location of each of a plurality of employees in the facility is identified. A customer-to-employee ratio is determined for each department. The determined customer-to-employee ratio for each department is provided to a computing device. At least one employee deployment notification is provided from the computing device to another computing device.
Claims17
A method of workforce optimization, the method comprising:
- acquiring video data obtained from a plurality of video cameras in a facility comprising a plurality of departments;
- analyzing the video data to identify a customer load for each department of the plurality of departments, wherein the customer load for each department is the number of people identified in the video of the department;
- analyzing the video data to identify a location of each employee of a plurality of employees in the facility, wherein the identification of a location of a particular employee comprises analyzing the acquired video data to identify the particular employee based on a visually identifiable feature worn by all employees including the particular employee;
- determining a current customer-to-employee ratio for each department of the plurality of departments based on the video analysis from the identified customer load and the identified location of each employee of the plurality of employees;
- receiving from a workforce management server a target customer-to-employee ratio for each department;
- determining that at least one particular department is a customer service hot spot, wherein each customer service hot spot is one department determined to be understaffed based on a comparison of the current customer-to-employee ratios for each department to the target customer-to-employee ratios for each department;
- presenting a notification of the identified at least one customer service hot spot as a heat map on a computing device associated with a manager;
- generating at least one suggested employee deployment for each hot spot, wherein the deployment comprises moving the suggested employee from another department to the department identified as a hot spot;
- and
- generating a number of suggested employee deployments for each hot spot until the hot spot is removed from the heat map as being understaffed.
7 more elements
A system for workforce optimization, the system comprising:
- a plurality of video cameras positioned throughout a facility to capture video of a plurality of departments in the facility;
- one or more mobile computing devices;
- and
- a workforce management server in communication with the plurality of video cameras and the one or more mobile computing devices, wherein the workforce management server comprises a processor that executes computer-readable instructions, which cause the processor to:
- acquire video data obtained from the plurality of video cameras in the facility,
- analyze the video data to identify a customer load for each department of the plurality of departments, wherein the customer load for each department is the number of people identified in the video of the department,
- analyze the video data to identify a location of each employee of a plurality of employees in the facility, wherein the identification of a location of a particular employee includes analyzing the acquired video data to identify the particular employee based on a visually identifiable feature worn by all employees including the particular employee,
- determine a current customer-to-employee ratio for each department of the plurality of departments based on the video analysis from the identified customer load and the identified location of each employee of the plurality of employees,
- receive from a workforce management server a target customer-to-employee ratio for each department,
- determine that at least one particular department is a customer service hot spot, wherein each customer service hot spot is one department determined to be understaffed based on a comparison of the current customer-to-employee ratios for each department to the target customer-to-employee ratios for each department,
- present a notification of the identified at least one customer service hot spot as a heat map on a computing device associated with a manager,
- generate at least one suggested employee deployment for each hot spot, wherein the deployment comprises moving the suggested employee from another department to the department identified as a hot spot;
- and
- generate a number of suggested employee deployments for each hot spot until the hot spot is removed from the heat map as being understaffed.
11 more elements
A non-transitory computer readable medium for workforce optimization programmed with computer readable code that upon execution by a computer processor causes the processor to:
- acquire video data obtained from a plurality of video cameras in a facility comprising a plurality of departments;
- analyze the video data to identify a customer load for each department of the plurality of departments, wherein the customer load for each department is the number of people identified in the video of the department;
- analyze the video data to identify a location of each employee of a plurality of employees in the facility, wherein the identification of a location of a particular employee comprises analyzing the acquired video data to identify the particular employee based on a visually identifiable feature worn by all employees including the particular employee;
- determine a current customer-to-employee ratio for each department of the plurality of departments based on the video analysis from the identified customer load and the identified location of each employee of the plurality of employees;
- receive from a workforce management server a target customer-to-employee ratio for each department;
- determine that at least one particular department is a customer service hot spot, wherein each customer service hot spot is one department determined to be understaffed based on a comparison of the current customer-to-employee ratios for each department to the target customer-to-employee ratios for each department;
- present a notification of the identified at least one customer service hot spot as a heat map on a computing device associated with a manager
- generate at least one suggested employee deployment for each hot spot, wherein the deployment comprises moving the suggested employee from another department to the department identified as a hot spot;
- and
- generate a number of suggested employee deployments for each hot spot until the hot spot is removed from the heat map as being understaffed.
7 more elements
Dependencies are inferred from the claim text.