Systems and methods for optimal scheduling of resources in a contact center

• US 10,129,405 B2
• Filed: 02/12/2018
• Issued: 11/13/2018
• Est. Priority Date: 12/30/2016
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Moran, Thomas, Carty, Gerard
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US15/893,846
• Publication Number:
  US 20180191906A1
• Time in Patent Office: 274 Days
• Field of Search: 37926502, 37926501, 37926505, 37926511, 37926512, 37926601, 37926608, 37926507, 3792651
• CPC Class Codes: G06Q 10/063118 Staff planning in a project environment
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.

Claims

1. A method for allocating contacts in a contact center, comprising:

assigning, by a processor of a contact center, each of a plurality of resources to one of;

(i) a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or (ii) a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute;

predicting, by the processor, for a time period, an expected number of incoming contacts requiring resources possessing the first resource attribute, wherein the expected number is predicted to be higher during a high demand portion of the time period;

identifying, by the processor, a correlation between the first and second resource attributes; and

based on the correlation, assigning, by the processor, a contact to one of the resources, wherein;

when the contact is received during the high demand portion, the one resource is selected from the second set of resources; and

when the contact is received outside the high demand portion, the one resource is selected from the first set of resources.

2. The method of claim 1, further comprising:

based on the correlation, forecasting, by the processor, a minimum number of resources from each of the first and second sets of resources to handle the expected number of incoming contacts at a predetermined service level for the time period, wherein the minimum number of resources from the first set is less than a number of resources required without the correlation.

3. The method of claim 2, further comprising:

scheduling, by the processor, the minimum number of resources to work in the contact center during the time period.

4. The method of claim 1, wherein the first resource attribute comprises knowledge about a first product and the second resource attribute comprises knowledge about a second product.

5. The method of claim 1, wherein when the contact is received during the high demand portion, the method further comprises:

establishing, by the processor, a first communication session between the contact and the one resource; and

establishing, by the processor, during the first communication session, a second communication session between the one resource and at least one resource from the first set of resources.

6. The method of claim 5, wherein the second communication session is established following a request by the one resource.

7. The method of claim 5, wherein the second communication session is established following a request by a supervisor of the contact center.

8. The method of claim 1, wherein each resource further comprises a plurality of additional resource attributes, the method further comprising:

determining, by the processor, for the contact, a plurality of contact attributes,

wherein assigning the contact to one of the resources further comprises selecting the one resource based at least in part on a comparison between the plurality of additional resource attributes and the plurality of contact attributes.

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

a memory device, storing executable instructions;

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

assigns each of a plurality of resources to one of;

(i) a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute;

or (ii) a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute;

predicts, for a time period, an expected number of incoming contacts requiring resources possessing one of the first resource attribute, wherein the expected number is predicted to be higher during a high demand portion of the time period;

identifies a correlation between the first and second resource attributes; and

based on the correlation, assigns a contact to one of the resources, wherein;

(i) when the contact is received during the high demand portion, the one resource is selected from the second set of resources; and

(ii) when the contact is received outside the high demand portion, the one resource is selected from the first set of resources.

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

based on the correlation, forecasts a minimum number of resources from each of the first and second sets of resources to handle the expected number of incoming contacts at a predetermined service level for the time period, wherein the minimum number of resources from the first set of resources is less than a number of resources required without the correlation.

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

schedules the minimum number of resources to work in the contact center during the time period.

12. The system of claim 9, wherein the first resource attribute comprises knowledge about a first product and the second resource attribute comprises knowledge about a second product.

13. The system of claim 9, wherein when the contact is received during the high demand portion, the processor when executing the executable instructions:

establishes a first communication session between the contact and the one resource; and

during the first communication session, establishes a second communication session between the one resource and at least one resource from the first set of resources.

14. The system of claim 13, wherein the second communication session is established following a request by the one resource.

15. The system of claim 13, wherein the second communication session is established following a request by a supervisor of the contact center.

16. The system of claim 9, wherein each resource further comprises a plurality of additional resource attributes, the processor when executing the executable instructions:

determines, for the contact, a plurality of contact attributes,

wherein assigning the contact to one of the resources further comprises selecting the one resource based at least in part on a comparison between the plurality of additional resource attributes and the plurality of contact attributes.