Utilization of agent idle time in a communication system

• US 20030191632A1
• Filed: 04/09/2002
• Published: 10/09/2003
• Est. Priority Date: 04/09/2002
• Status: Abandoned Application

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Shambaugh, Craig R., Dezonno, Anthony J., Sumner, Roger A., Beckstrom, Robert P., Michelson, Mark J., Power, Mark J., Hodson, Jeffrey D., Bonifazi, Carlo
• Application Number:
  US10/118,882
• Publication Number:
  US 20030191632A1
• Time in Patent Office: Days
• US Class Current: 704/201
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

The method and apparatus utilizes agents idle time in a communication system, such as, a communication system having an automatic call distribution system. The method includes providing at least one plug-in that implements at least one predetermined function in the call distribution system. At least one plug-in is assigned to at least one agent. At least one plug-in is activated for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system. The predetermined parameter may be the entering into an available/idle time by the respective agent. The plug-in may be one of training, agent-to-agent collaboration, mentoring, and monitoring. The apparatus implements the method. The knowledge and skills associated with agents that are not actively handling call related activities are essentially untapped knowledge areas that other agents currently handling call related activities have access to by utilizing this method and apparatus.

Claims

1. A method of utilizing agents in a communication system, comprising the steps of:

providing at least one plug-in that implements at least one predetermined function in the communication system;

assigning the at least one plug-in to at least one agent; and

activating the at least one plug-in for a respective assigned agent of the at least one agent in response to at least one predetermined parameter of the communication system.

2. The method according to claim 1, wherein the communication system has a plurality of agents and a plurality of plug-ins, and wherein the method further comprises determining for a respective agent of the plurality of agents at least one plug-in, which is assigned to the respective agent.

3. The method according to claim 1, wherein the method further comprises determining at least one predetermined parameter for the respective agent, and wherein the at least one plug-in for the respective agent is activated in response to the at least one predetermined parameter for the respective agent.

4. The method according to claim 3, wherein the method further comprises the step of activating the at least one plug-in for the respective agent when the respective agent logs onto the communication system.

5. The method according to claim 3, wherein the predetermined parameter is an entering into of an available/idle time by the respective agent.

6. The method according to claim 3, wherein the respective agent is in active duty when the respective agent is connected with an inbound caller by the communication system and is in available/idle time when the respective agent is not connected with an inbound caller by the communication system, wherein the plug-in is an idle time plug-in that is activated when the respective agent in not connected with an inbound caller, and wherein the respective agent is returned to active duty upon the occurrence of at least one of an end of a predetermined time period and connection to an inbound caller by the communication system.

7. The method according to claim 1, wherein the at least one plug-in is at least one of training, agent-to-agent collaboration, mentoring, and monitoring.

8. A method of utilizing agents in an automatic call distribution system, comprising the steps of:

providing a plurality of agents and a plurality of plug-ins;

determining respective plug-ins for respective agents;

assigning the respective plug-ins to the respective agents; and

activating at least one plug-in for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system.

9. The method according to claim 8, wherein the method further comprises the step of activating respective plug-ins for a respective agent when the respective agent logs onto the automatic call distribution system.

10. The method according to claim 8, wherein the predetermined parameter is an entering into of an available/idle time by the respective agent.

11. The method according to claim 8, wherein a respective plug-in of the plurality of plug-ins is at least one of training, agent-to-agent collaboration, mentoring, and monitoring.

12. The method according to claim 8, wherein a respective agent is in active duty when the respective agent is connected with an inbound caller by the automatic call distribution system and is in available/idle time when the respective agent is not connected with an inbound caller by the automatic call distribution system, wherein the plug-in is an idle time plug-in that is activated when the respective agent in not connected with an inbound caller, and wherein the respective agent is returned to active duty upon occurrence of at least one of an end of a predetermined time period and connection to an inbound caller by the automatic call distribution system.

13. A method of utilizing agents in an automatic call distribution system, comprising the steps of:

providing a plurality of agents and a plurality of agent functions;

determining respective agent functions for respective agents;

assigning the respective agent functions to the respective agents; and

activating at least one agent function for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system.

14. The method according to claim 13, wherein the method further comprises the step of activating respective functions for a respective agent when the respective agent logs onto the automatic call distribution system.

15. The method according to claim 13, wherein the predetermined parameter is an entering into of an available/idle time by the respective agent.

16. The method according to claim 13, wherein a respective agent function of the plurality of functions is at least one of training, agent-to-agent collaboration, mentoring, and monitoring.

17. The method according to claim 13, wherein a respective agent is in active duty when the respective agent is connected with an inbound caller by the automatic call distribution system and is in available/idle time when the respective agent is not connected with an inbound caller by the automatic call distribution system, wherein the function is an idle time function that is activated when the respective agent in not connected with an inbound caller, and wherein the respective agent is returned to active duty upon occurrence of at least one of an end of a predetermined time period and connection to an inbound caller by the automatic call distribution system.

18. A computer readable medium containing embedded computer program code for use in utilizing agents in an automatic call distribution system having a plurality of agents and a plurality of agent functions, the computer readable media containing computer program code segments comprising:

a determination computer program code segment that determines respective agent functions for respective agents;

an assigning computer program code segment that assigns the respective agent functions to the respective agents; and

an activating computer program code segment that activates at least one agent function for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system.

19. The computer program product according to claim 18, wherein the computer readable media further comprises an activation computer program code segment that activates respective functions for a respective agent when the respective agent logs onto the automatic call distribution system.

20. The computer program product according to claim 18, wherein the predetermined parameter is the entering into an available/idle time by the respective agent.

21. The computer program product according to claim 18, wherein a respective agent function of the plurality of functions is at least one of training, agent-to-agent collaboration, mentoring, and monitoring.

22. The computer program product according to claim 18, wherein a respective agent is in active duty when the respective agent is connected with an inbound caller by the automatic call distribution system and is in available/idle time when the respective agent is not connected with an inbound caller by the automatic call distribution system, wherein the function is an idle time function is activated when the respective agent in not connected with an inbound caller, and wherein the respective agent is returned to active duty upon occurrence of at least one of an end of a predetermined time period and connection to an inbound caller by the automatic call distribution system.

23. An apparatus that utilizes agents in a communication system, comprising:

means for providing at least one plug-in that implements at least one predetermined function in the call distribution system;

means for assigning the at least one plug-in to at least one agent; and

means for activating the at least one plug-in for a respective assigned agent of the at least one agent in response to at least one predetermined parameter of the communication system.

24. The apparatus according to claim 23, wherein the communication system has a plurality of agents and a plurality of plug-ins, and wherein the apparatus further comprises means for determining for a respective agent of the plurality of agents at least one plug-in, which is assigned to the respective agent.

25. The apparatus according to claim 23, wherein the apparatus further comprises determining at least one predetermined parameter for the respective agent, and wherein the at least one plug-in for the respective agent is activated in response to the at least one predetermined parameter for the respective agent.

26. The apparatus according to claim 25, wherein the apparatus further comprises the step of activating the at least one plug-in for the respective agent when the respective agent logs onto the communication system.

27. The apparatus according to claim 25, wherein the predetermined parameter is the entering into an available/idle time by the respective agent.

28. The apparatus method according to claim 25, wherein the respective agent is in active duty when the respective agent is connected with an inbound caller by the communication system and is in available/idle time when the respective agent is not connected with an inbound caller by the communication system, wherein the plug-in is an idle time plug-in that is activated when the respective agent in not connected with an inbound caller, and wherein the respective agent is returned to active duty upon occurrence of at least one of an end of a predetermined time period and connection to an inbound caller by the communication system.

29. The apparatus according to claim 23, wherein the apparatus has a plurality of plug-ins, and wherein the plurality of plug-ins has respective plug-ins that implement respective functions of training, agent-to-agent collaboration, mentoring, and monitoring.

30. An apparatus that utilizes agents in an automatic call distribution system having a plurality of agents and a plurality of agent functions, comprising:

means for determining respective agent functions for respective agents;

means for assigning the respective agent functions to the respective agents; and

means for activating at least one agent function for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system.

31. The apparatus according to claim 30, wherein the apparatus further comprises the means for activating respective functions for a respective agent when the respective agent logs onto the automatic call distribution system.

32. The apparatus according to claim 30, wherein the predetermined parameter is an entering into an available/idle time by the respective agent.

33. The apparatus according to claim 30, wherein a respective agent function of the plurality of functions is at least one of training, agent-to-agent collaboration, mentoring, and monitoring.

34. The apparatus according to claim 30, wherein a respective agent is in active duty when the respective agent is connected with an inbound caller by the automatic call distribution system and is in available/idle time when the respective agent is not connected with an inbound caller by the automatic call distribution system, wherein the function is an idle time function that is activated when the respective agent in not connected with an inbound caller, and wherein the respective agent is returned to active duty upon occurrence of at least one of an end of a predetermined time period and connection to an inbound caller by the automatic call distribution system.

35. An apparatus that utilizes agents in an automatic call distribution system having a plurality of agents and a plurality of agent functions, comprising:

a determination module that determines respective agent functions for respective agents;

an assignment module operatively connected to the determination module, the assignment module assigning the respective agent functions to the respective agents and storing the assigned agent functions in a storage; and

an activating module operatively connected to the storage, the activating module retrieving the respective agent function from the storage and activating the respective agent function for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system.

36. The apparatus according to claim 35, wherein the apparatus further comprises the activation module activating respective functions for a respective agent when the respective agent logs onto the automatic call distribution system.

37. The apparatus according to claim 35, wherein the predetermined parameter is an entering into an available/idle time by the respective agent.

38. The apparatus according to claim 35, wherein a respective agent function of the plurality of functions is at least one of training, agent-to-agent collaboration, mentoring, and monitoring.

39. The apparatus according to claim 35, wherein a respective agent is in active duty when the respective agent is connected with an inbound caller by the automatic call distribution system and is in available/idle time when the respective agent is not connected with an inbound caller by the automatic call distribution system, wherein the function is an idle time function that is activated when the respective agent in not connected with an inbound caller, and wherein the respective agent is returned to active duty upon occurrence of at least one of an end of a predetermined time period and connection to an inbound caller by the automatic call distribution system.