Managing multiple agent communication sessions in a contact center

• US 10,284,723 B1
• Filed: 12/23/2016
• Issued: 05/07/2019
• Est. Priority Date: 12/23/2016
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Neuer, III, Ellwood I., Noble, Jr., James K.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US15/389,477
• Time in Patent Office: 865 Days
• Field of Search: 37926506
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A communications handler manages incoming communications of different channel types and determines an appropriate contact center agent to receive the communication, based on which communication type and the number of sessions for each type, that an agent can handle. The performance of the agent handling the various communication sessions across the channel types is measure and monitored. If the agent'"'"'s performance crosses a threshold indicating an unacceptable decrease in performance, a channel type/session may be de-assigned in order to improve the agent'"'"'s performance. If the agent'"'"'s performance is stellar and allows, then a further channel type or communication session of a channel type may be added. Various graphical user indications for managing the channel type performance and de-assignment are presented.

Claims

1. A communications handler comprising a computer processor configured to:

maintain a plurality of non-voice communication sessions with an agent in a contact center in accordance with an agent profile, where the agent uses a computer configured to display respective text associated with each of the plurality of non-voice communication sessions to the agent, wherein each non-voice communication session is associated with a corresponding channel type selected from a group comprising email, text, and chat;

retrieve a respective performance parameter associated with each channel type of the non-voice communication sessions;

ascertain the respective performance parameter for a particular channel type exceeds a threshold value for the particular channel type; and

generate a notification indicating the respective performance parameter exceeds the threshold value, wherein the notification identifies the agent and the particular channel type, and

in response to ascertaining the respective performance parameter exceeds the threshold value for the particular channel type, modify the agent profile associated with the agent used to indicate a number of maximum of simultaneous non-voice communications that can be allocated to the agent by the communications handler using the agent profile.

2. The communication handler of claim 1, wherein the respective performance parameter measures a response time between when a message is received from a remote party associated with the non-voice communication session and when a response message is sent by the agent to the remote party.

3. The communication handler of claim 2, wherein the particular channel type is a chat channel.

4. The communication handler of claim 1, further configured to:

receive a message from an external computer processing system requesting reduction of the number of maximum simultaneous non-voice communications that can be allocated to the agent; and

in response to receiving the message, cause a reduction in the number of maximum simultaneous non-voice communications that can be allocated to the agent.

5. The communication handler of claim 4, wherein the message is sent by a computer used by the agent.

6. The communication handler of claim 1, wherein the notification is displayed as an icon on the computer used by the agent indicating a degradation of agent performance.

7. The communication handler of claim 1, wherein the number of maximum simultaneous non-voice communications that can be allocated to the agent in the contact center comprises a first non-voice communication session of a first channel type and a second non-voice communication session of a second channel type, wherein the first channel type is different from the second channel type.

8. A method for managing non-voice communications to an agent in a contact center:

assigning to an agent profile, wherein the agent profile indicates a first number of maximum simultaneous non-voice communications associated with a first channel type that can be allocated to the agent, a second number of maximum number of simultaneous non-voice communications associated with a second channel type that can be allocated to the agent using a communications handler;

establishing a first non-voice communication session with the agent by the communications handler in accordance with the agent profile, wherein the first non-vice communication session is associated with the first channel type comprising one from a group of email, text, and chat, wherein a first text from the first non-voice communication session is displayed on a computer workstation used by the agent;

establishing a second non-voice communication session with the agent using the communications handler in accordance with the agent profile, wherein the second non-voice communication session is associated with the second channel type comprising one from the group of email, text, and chat, wherein the second channel type is different from the first channel type, and wherein a second text from the second non-voice communication session is displayed on the computer workstation;

determining a performance parameter associated with the agent involving the second channel type exceeds a threshold value; and

modifying the agent profile in response to determining the performance parameter involving the second channel type exceeds the threshold value wherein the agent profile reflects a reduced second number of maximum simultaneous non-voice communications involving the second channel type that can be allocated by the communications handler in accordance with the agent profile.

9. The method of claim 8, wherein the determining the performance parameter exceeds the threshold value is based on measuring a response time of the agent relative to receiving the second text from the second non-voice communication session.

10. The method of claim 8, wherein modifying the agent profile reduces the second number of maximum simultaneous non-voice communications that can be allocated to with the agent to a value of zero.

11. The method of claim 8, further comprising:

displaying on the computer used by the agent a graphical representation of a plurality of values of the performance parameter associated with the second channel type at a corresponding plurality of times.

12. The method of claim 8, further comprising:

displaying on the computer used by the agent an icon in response to determining the performance parameter exceeds the threshold value, wherein the icon represents a degradation of agent performance.

13. The method of claim 12, wherein the icon is displayed on the computer along with an indicator of the second channel type.

14. The method of claim 8, wherein assigning to the agent profile to receive non-voice communications associated with the first channel type and the second channel type comprises

receiving a confirmation from a computer used by the agent supporting receiving non-voice communications of the first channel type and the second channel type.

15. The method of claim 8, wherein assigning to the agent profile support to receive non-voice communications associated with the first channel type comprises defining a maximum number of simultaneous non-voice communications associated with the first channel type the agent can receive.

16. A non-transitory computer readable medium storing instructions that when executed by a computer processor in a communications handler cause the computer processor to:

retrieve an agent profile reflecting assignment to an agent in a contact center of a maximum number of simultaneous non-voice communication sessions that can be allocated to the agent, wherein each of the simultaneous non-voice communication sessions is associated with a channel type, wherein the channel type is one selected from the group of chat, email, and text;

retrieve a performance parameter associated with at least one of the non-voice communication sessions established in accordance with the agent profile, wherein the performance parameter is based on measuring a response time of the agent involving sending a response message to an incoming message of the at least one of the non-voice communication sessions;

determine the performance parameter exceeds a threshold value; and

in response to determining the performance parameter exceeds the threshold value, reduce the maximum number of non-voice communication sessions in the agent profile reflecting a reduced number of allowable maximum simultaneous non-voice communication sessions that the communications handler can allocate to the agent.

17. The non-transitory computer readable medium of claim 16, wherein the agent profile reflects assignment of a number of a plurality of non-voice channel types to the agent, and the instructions causes the computer processor to:

reduce the number of the plurality of non-voice channel types allocated to the agent to zero after determining the performance parameter exceeds a threshold.

18. The non-transitory computer readable medium of claim 16, wherein the instructions further cause the computer processor to:

display an icon on a computer used by the agent indicating a degradation of agent performance with respect to the at least one of the non-voice communication sessions in response to determining the performance parameter exceeds the threshold value.

19. The non-transitory computer readable medium of claim 16, wherein determining the response time comprises:

determining an average response time involving a plurality of non-voice communication sessions including the at least one of the non-voice communication sessions.

20. The non-transitory computer readable medium of claim 16, wherein the instructions further cause the computer processor to:

generate a notification to a supervisor of the agent in response to reducing the maximum number of non-voice communication sessions in the agent profile.