Verint Systems has filed a patent for a system and method to calibrate modeling parameters in a workforce management (WFM) system. The invention involves iteratively adjusting core parameters and modeling factors to compute service levels and error metrics, allowing for calibration of the system. The patent claims have been canceled. GlobalData’s report on Verint Systems gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on Verint Systems, network traffic analysis was a key innovation area identified from patents. Verint Systems's grant share as of September 2023 was 60%. Grant share is based on the ratio of number of grants to total number of patents.

Calibration of wfm system modeling parameters

Source: United States Patent and Trademark Office (USPTO). Credit: Verint Systems Inc

A recently filed patent (Publication Number: US20230289679A1) describes a method and system for calibrating scheduling model parameters of a work force management (WFM) system. The method involves obtaining modeling data for a previous period, including forecasted demands, a published schedule, predicted service levels, actual demands, an actual schedule, actual service levels, and scheduling model parameters. The calibration process includes computing calibration-error metrics, adjusting user-set calibration parameters, and displaying the metrics on an input/output device. The calibration continues until achieved calibration of the user-set calibration parameters is obtained.

The method also includes calibrating the core parameters before the modeling factor. Additionally, the system receives predicted service levels and actual service levels, calculates a scheduling error metric, and displays a calibration health indicator indicating the difference between the scheduling error metric and a predetermined scheduling model error tolerance. The system further stores the calibrated modeling data and calibration-error metrics in a WFM database.

Furthermore, the system instructs a schedule optimizer, statistics predictor, and modeler to compute a third calibration-error metric in a shrinkage controlled mode. The system can save the third calibration-error metric in the WFM database or alert the user through an input/output device.

The system includes a memory with instructions executed by a processor to perform the method. It receives modeling data, executes the calibration process, and updates the WFM database with the calibrated core parameters, modeling factor, and shrinkage. The system also includes a calibration health indicator to display the scheduling model health level based on a calculated scheduling error metric.

In summary, the patent describes a method and system for calibrating scheduling model parameters in a WFM system. The method involves obtaining modeling data, computing calibration-error metrics, adjusting user-set calibration parameters, and displaying the metrics. The system includes a memory, processor, and calibration health indicator to facilitate the calibration process and provide feedback on the scheduling model's performance.

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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.