| 摘要 |
<p>A method for planning, scheduling and managing personnel in an environment in which there is a varying workload by time of day and by day of week to be staffed with a team having a variable number of servers (25). The method organizes the team of servers into a plurality of management units, each management unit having one or more groups of individual servers. Tour templates (27), each describing a bounded work shift having work rules and operating constraints, are then defined. A forecast is then generated (29) of an event load expected to occur during a forecast time period (31) and a number of servers required to service the expected event load during the forecast time period (33-39). A force management system according to the invention includes a unique management display system for managing server schedules during a forecast time period. The invention also describes a forecasting method for the force management system, and a method for predicting a number of agents required to provide a given service level in the management system.</p> |
