System and method for optimizing call routing to an agent

• US 20040234066A1
• Filed: 05/20/2003
• Published: 11/25/2004
• Est. Priority Date: 05/20/2003
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Inventors: James, Eric, Beckstrom, Robert P.
• Granted Patent: US 7,236,583 B2
• Time in Patent Office: Days
• US Class Current: 379/266.07
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog communication and/or text-dialog communication. The method includes obtaining historical data from a database based on a category of a current call handled by the agent, where the historical data provides an indication of an expected duration of the call. The method also includes determining a predicted end time of the current call. If an inbound call is pending, the inbound call is routed to the agent after the current call terminates. If an inbound call is not pending, then an outbound call number is obtained from a list of outbound call numbers to be placed, the outbound call is placed a determined amount of time prior to the predicted end time of the current call, and the outbound call is routed to the agent.

Claims

1. In a transaction processing system, a method for optimizing a workload of an agent of the transaction processing system, the agent handling inbound and outbound calls, the calls based on voice-dialog communication and/or text-dialog communication, the method comprising:

obtaining data from a database based on a category of a current call handled by the agent, the data providing an indication of an expected duration of the call;

determining a predicted end time of the current call;

placing the outbound call a determined amount of time prior to the predicted end time of the current call; and

routing the outbound call to the agent for servicing.

2. The method according to claim 1 wherein if an inbound call is pending, the inbound call is routed to the agent after the current call terminates, and if an inbound call is not pending, an outbound call number is obtained from a list of outbound call numbers to be placed;

3. The method according to claim 1 wherein the category is derived from a subject matter of the call.

4. The method according to claim 1 wherein the category is derived from information contained in a DNIS or an ANI field associated with an inbound call.

5. The method according to claim 1 wherein for an inbound call, the category is derived from information provided by a caller.

6. The method according to claim 1 wherein for an outbound call, the category is derived from known average handling time for a subject matter of the outbound call.

7. The method according to claim 1 wherein a start time for each outbound and inbound call is stored.

8. The method according to claim 7 wherein the predicted end time is calculated by summing the start time and the expected duration.

9. The method according to claim 1 wherein the outbound calls substantially fill time gaps in the agent'"'"'s work schedule to maximize a number of transactions handled by the agent.

10. The method according to claim 1 wherein the text-dialog communication is an asynchronous communication and includes at least a first call portion and a second call portion, the first and second call portions separated by a period of time.

11. The method according to claim 10 wherein the expected duration of the first call portion is greater than the expected duration of the second call portion.

12. The method according to claim 10 wherein the expected duration of the first call portion is less than the expected duration of the second call portion.

13. The method according to claim 1 wherein the inbound call is routed to the agent only if the agent is scheduled to receive additional inbound calls.

14. The method according to claim 13 wherein an agent schedule allocates first percentage of calls to route to the agent as inbound calls, and a second percentage of calls to route to the agent as outbound calls.

15. The method according to claim 14 wherein no inbound calls are routed to the agent if the number of inbound calls routed to the agent exceeds the first percentage.

16. The method according to claim 1 wherein the data is historical data.

17. In a transaction processing system, a method for optimizing inbound and outbound calls routed to an agent of the transaction processing system, the calls based on voice-dialog communication and/or text-dialog communication, the method comprising:

obtaining data from a database based on a category of a current call handled by the agent, the data providing an indication of an expected duration of the call;

determining a predicted end time of the current call;

if an inbound call is pending, and if in accordance with an inbound/outbound call schedule, routing the inbound call to the agent after the current call terminates; and

if an inbound call is not pending, and if in accordance with the inbound/outbound call schedule;

obtaining an outbound call number from a list of outbound call numbers to be placed;

placing the outbound call a determined amount of time prior to the predicted end time of the current call; and

routing the outbound call to the agent.

18. The method according to claim 17 wherein the category is derived from a subject matter of the call.

19. The method according to claim 17 wherein for an outbound call, the category is derived from known average handling time for a subject matter of the outbound call.

20. The method according to claim 17 wherein the outbound calls substantially fill time gaps in the agent'"'"'s work schedule to maximize a number of transactions handled by the agent.

21. The method according to claim 17 wherein the text-dialog communication is an asynchronous communication and includes at least a first call portion and a second call portion, the first and second call portions separated by a period of time.

22. The method according to claim 17 wherein the inbound call is routed to the agent only if the agent is scheduled to receive additional inbound calls.

23. A transaction processing system configured to optimize a workload of an agent of the transaction processing system, the agent handling inbound and outbound calls, the calls based on voice-dialog communication and/or text-dialog communication, the system comprising:

a communication processor configured to facilitate sending and receiving the voice-mode communication and/or the text-mode communications;

a plurality of agent terminals operatively coupled to the communication processor, each agent terminal having a display screen for displaying data;

a database having historical data based on a category of a current call handled by the agent, the historical data providing an indication of an expected duration of the call to facilitate determining a predicted end time of the current call; and

wherein if an inbound call is pending, the inbound call is routed to the agent after the current call terminates, and if an inbound call is not pending, an outbound call number is obtained from a list of outbound call numbers to be placed such that the outbound call is placed a determined amount of time prior to the predicted end time of the current call, and is routed to the agent.

24. The system according to claim 23 wherein the category is derived from a subject matter of the call.

25. The system according to claim 23 wherein for an outbound call, the category is derived from known average handling time for a subject matter of the outbound call.

26. The system according to claim 23 wherein the outbound calls substantially fill time gaps in the agent'"'"'s work schedule to maximize a number of transactions handled by the agent.

27. The system according to claim 23 wherein the text-dialog communication is an asynchronous communication and includes at least a first call portion and a second call portion, the first and second call portions separated by a period of time.

28. The system according to claim 23 wherein the inbound call is routed to the agent only if the agent is scheduled to receive additional inbound calls.

29. A transaction processing system configured to optimize a workload of an agent of the transaction processing system, the agent handling inbound and outbound calls, the calls based on voice-dialog communication and/or text-dialog communication, the system comprising:

means for processing operative to facilitate sending and receiving the voice-mode communication and/or the text-mode communications;

a plurality of agent terminals operatively coupled to the means for processing, each agent terminal having a display screen for displaying data;

means for determining a predicted end time of the current call; and

wherein if an inbound call is pending, the inbound call is routed to the agent after the current call terminates, and if an inbound call is not pending, an outbound call number is obtained from a list of outbound call numbers to be placed such that the outbound call is placed a determined amount of time prior to the predicted end time of the current call, and is routed to the agent.

30. The method according to claim 29 wherein the outbound calls substantially fill time gaps in the agent'"'"'s work schedule to maximize a number of transactions handled by the agent.

31. The method according to claim 29 wherein the text-dialog communication is an asynchronous communication and includes at least a first call portion and a second call portion, the first and second call portions separated by a period of time.

32. The method according to claim 29 wherein the inbound call is routed to the agent only if the agent is scheduled to receive additional inbound calls.