System and method for agent driven system training

• US 10,084,919 B2
• Filed: 08/18/2016
• Issued: 09/25/2018
• Est. Priority Date: 08/20/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Dervan, Siobhan, Coyne, Sean, Eustace, Thomas, Bourke, James
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Pope, Kharye
• Application Number:
  US15/239,895
• Publication Number:
  US 20170054851A1
• Time in Patent Office: 768 Days
• Field of Search: 37926509, 37926512, 37926511, 37926503, 37926506, 37926502, 37926513, 37926505, 37926507, 3792651, 37926608, 705304, 705 714, 705 2662, 705 742
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. When the agent of the contact center is available the incoming contact is routed to a first agent device associated with the agent of the contact center.

Claims

1. A method of routing contacts in a contact center, comprising:

receiving, by a server of the contact center, a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving;

receiving, by the server of the contact center, an incoming contact to the contact center;

identifying, by the server of the contact center, a context of the incoming contact comprising a plurality of contact attributes;

determining, by the server of the contact center, that the at least one attribute of the future contact matches at least one of the plurality of contact attributes;

determining, by the server of the contact center, whether the agent of the contact center is available to receive the incoming contact;

when the agent of the contact center is available, routing, by the server of the contact center, the incoming contact to a first agent device associated with the agent of the contact center; and

when the agent of the contact center is unavailable;

routing, by the server of the contact center, the incoming contact to a second agent device associated with an alternative agent of the contact center;

receiving, by the server of the contact center from the agent of the contact center, information related to resolving the incoming contact; and

forwarding, by the server of the contact center, the received information to the second agent device.

2. The method of claim 1, comprising:

retrieving, by the server of the contact center from a context store, information related to resolving the incoming contact; and

forwarding, by the server of the contact center, the retrieved information to the second agent device.

3. The method of claim 1, wherein the at least one attribute comprises an identity of a user associated with the incoming contact.

4. The method of claim 1, wherein the at least one attribute comprises a demographic attribute of a user associated with the incoming contact.

5. The method of claim 1, wherein the at least one attribute comprises a subject matter of the incoming contact.

6. The method of claim 1, wherein:

when the agent of the contact center is unavailable, predicting, by the server of the contact center, a waiting time until the agent of the contact center will be available;

when the predicted wait time is more than a predetermined time tolerance, routing, by the server of the contact center, the incoming contact to a second agent device associated with an alternative agent of the contact center;

when the predicted wait time is less than or equal to the predetermined time tolerance, routing, by the server of the contact center, the incoming contact to a queue associated with the agent of the contact center.

7. The method of claim 6, wherein the predetermined time tolerance varies based on a commercial importance of a user associated with the incoming contact.

8. The method of claim 1, wherein the predetermined time tolerance varies based on an extent of expertise the agent of the contact center has related to a subject matter of the incoming contact.

9. A system for routing contacts in a contact center, comprising:

a memory device storing executable instructions; and

a processor in communication with the memory device, wherein the processor, when executing the executable instructions;

receives a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving;

receives an incoming contact to the contact center;

identifies a context of the incoming contact comprising a plurality of contact attributes;

determines that the at least one attribute of the future contact matches at least one of the plurality of contact attributes;

determines whether the agent of the contact center is available to receive the incoming contact;

when the agent of the contact center is available, routes the incoming contact to a first agent device associated with the agent of the contact center; and

when the agent of the contact center is unavailable;

routes the incoming contact to a second agent device associated with an alternative agent of the contact center;

receives from the agent of the contact center, information related to resolving the incoming contact; and

forwards the received information to the second agent device.

10. The system of claim 9, wherein the processor when executing the executable instructions:

retrieves from a context store, information related to resolving the incoming contact; and

forwards the retrieved information to the second agent device.

11. The system of claim 9, wherein the at least one attribute comprises an identity of a user associated with the incoming contact.

12. The system of claim 9, wherein the at least one attribute comprises a demographic attribute of a user associated with the incoming contact.

13. The system of claim 9, wherein the at least one attribute comprises a subject matter of the incoming contact.

14. The system of claim 9, wherein:

when the agent of the contact center is unavailable, the processor when executing the executable instructions predicts a waiting time until the agent of the contact center will be available;

when the predicted wait time is more than a predetermined time tolerance, the processor when executing the executable instructions routes the incoming contact to a second agent device associated with an alternative agent of the contact center;

when the predicted wait time is less than or equal to the predetermined time tolerance, the processor when executing the executable instructions routes the incoming contact to a queue associated with the agent of the contact center.

15. The system of claim 14, wherein the predetermined time tolerance varies based on a commercial importance of a user associated with the incoming contact.

16. The system of claim 9, wherein the predetermined time tolerance varies based on an extent of expertise the agent of the contact center has related to a subject matter of the incoming contact.