Contact center autopilot algorithms
First Claim
1. A method of dynamically reassigning agent responsibility among call types in a call distribution system having a plurality of agents assigned to a plurality of call types, such method comprising the steps of:
- detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter; and
determining an agent allocation among the plurality of call types best suited to correct the deficiency.
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Accused Products
Abstract
A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.
286 Citations
50 Claims
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1. A method of dynamically reassigning agent responsibility among call types in a call distribution system having a plurality of agents assigned to a plurality of call types, such method comprising the steps of:
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detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter; and
determining an agent allocation among the plurality of call types best suited to correct the deficiency. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. An apparatus for dynamically reassigning agent responsibility among call types in a call distribution system having a plurality of agents assigned to a plurality of call types, such apparatus comprising:
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means for detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter; and
means for determining an agent allocation among the plurality of call types best suited to correct the deficiency. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34)
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35. An apparatus for dynamically reassigning agent responsibility among call types in a call distribution system having a plurality of agents assigned to a plurality of call types, such apparatus comprising:
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a statistics processor adapted to detect a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter; and
an autopilot for determining an agent allocation among the plurality of call types best suited to correct the deficiency. - View Dependent Claims (36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50)
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Specification