System and method for distributed dynamic resource commitment

• US 10,158,761 B2
• Filed: 09/30/2016
• Issued: 12/18/2018
• Est. Priority Date: 09/30/2016
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: McGraw, Kevin, Gunter, Derrick, Mytropan, Taras, Albert, David, Ristock, Herbert Willi Artur
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US15/282,972
• Publication Number:
  US 20180097939A1
• Time in Patent Office: 809 Days
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.

Claims

1. A system for managing resource commitment in a contact center, the system comprising:

a processor; and

a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type;

transmit a signal to initiate a raise round according to the request over the shared data communications channel to a pool of resources registered to communicate on the shared data communications channel, wherein the pool of resources are non-committed resources, and wherein each resource in the pool of resources hosts logic for determining whether the resource should volunteer for the type of activity during the raise round, and in response to determining that the resource should volunteer, the host logic is configured to automatically transmit a volunteer signal over the shared data communications channel;

receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources;

select one or more of the plurality of the volunteering resources for fulfilling the request;

transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type; and

an electronic routing device coupled to the processor for routing the activity having the activity type, to the committed resources, for handling by the committed resources.

2. The system of claim 1, wherein the raise round signal is received by each of the resources in the pool concurrently via the shared data communications channel.

3. The system of claim 1, wherein the volunteer signals are received by each of the resources in the pool concurrently via the shared data communications channel.

4. The system of claim 3, wherein the determining of whether the resource should volunteer is based on a number of resources requested and how many other resources volunteer.

5. The system of claim 4, wherein the determining of whether the resource should volunteer is further based on a time remaining for the raise round.

6. The system of claim 3, wherein the determining of whether the resource should volunteer is based on the resource'"'"'s own response rate to previous requests or response rates of other resources to previous requests.

7. The system of claim 1, wherein the pool of resources is associated with a particular skill, and each resource in the pool of resources has the particular skill.

8. The system of claim 1, wherein the request for contact center resources specifies a particular skill, and the determining of whether the resource should volunteer is based on whether the resource has the particular skill.

9. The system of claim 1, wherein at least one resource in the pool of resources is located in a different geographical location from other resources in the pool of resources.

10. The system of claim 1, wherein resources form among the pool of resources include at least one of a human agent, computer system, telephony server, and directory number.

11. A method for managing resource commitment in a contact center, the method comprising:

receiving, by a processor, over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type;

transmitting, by the processor, a signal to initiate a raise round according to the request over the shared data communications channel to a pool of resources registered to communicate on the data communications channel, wherein the pool of resources are non-committed resources, and wherein each resource in the pool of resources hosts logic for determining whether the resource should volunteer for the type of activity during the raise round, and in response to determining that the resource should volunteer, the host logic is configured to automatically transmit a volunteer signal over the data communications channel;

receiving, by the processor, a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources;

selecting, by the processor, one or more of the plurality of the volunteering resources for fulfilling the request;

transmitting, by the processor, a message to the selected volunteering resources for committing the selected volunteering resources to the request; and

routing, by an electronic device coupled to the processor, the activity having the activity type, to the committed resources, for handling by the committed resources.

12. The method of claim 11, wherein the raise round signal is received by each of the resources in the pool concurrently via the shared data communications channel.

13. The method of claim 11, wherein the volunteer signals are received by each of the resources in the pool concurrently via the shared data communications channel.

14. The method of claim 13, wherein the determining of whether the resource should volunteer is based on a number of resources requested and how many other resources volunteer.

15. The method of claim 14, wherein the determining of whether the resource should volunteer is further based on a time remaining for the raise round.

16. The method of claim 13, wherein the determining of whether the resource should volunteer is based on the resource'"'"'s own response rate to previous requests or response rates of other resources to previous requests.

17. The method of claim 11, wherein the pool of resources is associated with a particular skill, and each resource in the pool of resources has the particular skill.

18. The method of claim 11, wherein the request for contact center resources specifies a particular skill, and the determining of whether the resource should volunteer is based on whether the resource has the particular skill.

19. The method of claim 11, wherein at least one resource in the pool of resources is located in a different geographical location from other resources in the pool of resources.

20. A system for managing resource commitment in a contact center, the system comprising:

means for receiving over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type;

means for transmitting a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel, wherein the pool of resources are non-committed resources, and wherein each resource in the pool of resources hosts logic for determining whether the resource should volunteer for the type of activity during the raise round, and in response to determining that the resource should volunteer, the host logic is configured to automatically transmit a volunteer signal over the data communications channel;

means for receiving a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources;

means for selecting one or more of the plurality of the volunteering resources for fulfilling the request;

means for transmitting a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type; and

means for routing the activity having the activity type, to the committed resources, for handling by the committed resources.