Contact-center routing based on games or contests involving the agents

• US 20060182258A1
• Filed: 02/15/2005
• Published: 08/17/2006
• Est. Priority Date: 02/15/2005
• Status: Abandoned Application

• Current Assignee: Seatlink Incorporated
• Original Assignee: Seatlink Incorporated
• Inventors: Whitt, Ward, Sisselman, Michael E.
• Application Number:
  US11/057,174
• Publication Number:
  US 20060182258A1
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A new routing protocol for routing service requests in a contact center is provided that takes into account the results of games played by the agents and the game actions of the agents. The system communicates the game to the agent. Agents in turn select game actions. The results of the agent games and the agent actions in these games help determine which agents handle the different types of service requests. The routing protocol takes account of those game results and actions while still routing calls in a systematic, coordinated and efficient manner. Additionally, by dynamically restructuring the game, management may communicate incentives dynamically to agents to incentivize agents to change their game actions in ways that lead to call routing following management priorities. Management may further influence routing by adjusting management preferences, which may be taken into account along with agent game results and game actions when routing calls. By incorporating agent game results and game actions in the routing scheme, agents are engaged and entertained, so that their work is less boring and monotonous. The agents are also given more control over their work, thus tending to increase job satisfaction and therefore agent retention and contact-center performance.

Claims

1. An apparatus for routing incoming service requests to agents, comprising:

a database that associates game information with a corresponding agent among a plurality of agents; and

a routing system, coupled to the database, that receives incoming service requests and game information from the database and determines to which agent to route service requests based on the game information.

2. The apparatus according to claim 1, wherein the game information comprises information corresponding to game actions of an agent.

3. The apparatus according to claim 1, wherein the game information comprises information corresponding to results achieved by an agent.

4. An apparatus according to claim 1,

wherein the game result or agent game action is associated with a game of chance.

5. An apparatus according to claim 1,

wherein the game result or agent game action is associated with a game of skill.

6. An apparatus according to claim 1,

wherein the game result or agent game action is associated with an auction or bidding game.

7. The apparatus according to claim 1,

wherein the database further associates the game information with a particular service request type;

and

wherein the routing system further determines to which agent to route incoming service requests based on the type of each of the incoming service requests.

8. The apparatus according to claim 1, wherein the database further associates at least some of the game information with agent availability;

and

wherein the routing system further determines whether an agent is available based on the game information corresponding to agent availability.

9. The apparatus according to claim 8, wherein the agent availability specifies that the agent is staffed.

10. The apparatus according to claim 1, wherein the database dynamically receives updates of the game information from the agents.

11. The apparatus according to claim 1, wherein the routing system further determines to which agent to route incoming calls based on management preferences.

12. The apparatus according to claim 1, wherein the routing system further determines to which agent to route incoming calls based on network conditions.

13. The apparatus according to claim 1, wherein the routing system further determines to which agent to route incoming calls based on business conditions being met.

14. The apparatus according to claim 1, wherein the agents are remotely located from the routing system and at least some of the agents have different contact center affiliations.

15. The apparatus according to claim 1, wherein the routing system further determines to which agent to route incoming calls based on at least one agent skill.

16. The apparatus according to claim 1, wherein the routing system further determines to which agent to route incoming calls based on load.

17. The apparatus according to claim 1, wherein the routing system further determines to which agent to route incoming calls based on priority.

18. The apparatus according to claim 1, wherein the service requests are telephone calls.

19. The apparatus according to claim 1, wherein the service requests are one of:

facsimiles, electronic mail, and instant messages.

20. The apparatus according to claim 1, wherein at least some of the game information is determined dynamically based on input received from agents in response to network condition information.

21. The apparatus according to claim 1, wherein the agents are dynamically provided with an updated specification of the game and wherein at least some of the agent game actions are determined dynamically based on input received from agents in response to the new information about the game.

22. The apparatus according to claim 1, wherein the agents are awarded, based on the game information, credit comprising at least one of (points, value, and prizes).

23. The apparatus according to claim 1, wherein the agents are awarded, based on handling certain service requests, credit comprising at least one of (points, value, direct compensation and prizes).

24. The apparatus according to claim 1, wherein the routing system further determines to which agent to route service requests based on values that are determined as a function of multiple parameters, of which the game information is one of the multiple parameters.

25. An apparatus for affecting service-request routing by a routing system, comprising:

a database for storing game information associated with agents; and

a server capable of communication with the database and a routing system and being capable of receiving agent game actions from agent terminals and storing the agent game actions in the database;

wherein the server provides the game information to the routing system to permit service-request routing by the routing system based on the game information.

26. The apparatus according to claim 25, wherein the routing system comprises an automatic call distributor (ACD).

27. The apparatus according to claim 26,

wherein the database further associates each agent game action with a particular call type;

and

wherein the ACD further determines to which agent to route incoming calls based on the call type of the incoming calls.

28. The apparatus according to claim 26, wherein the database further associates at least some agent game action with agent availability;

and

wherein the ACD further determines whether an agent is available based on at least one agent game actions corresponding to agent availability.

29. The apparatus according to claim 28, wherein the agent availability specifies that the agent is staffed.

30. The apparatus according to claim 26, wherein the database dynamically receives updates of the agent game actions from the agents.

31. The apparatus according to claim 26, wherein the game information provided by the server is determined based on agent game actions and management preferences.

32. The apparatus according to claim 26, wherein the ACD further performs call routing based on network conditions.

33. The apparatus according to claim 26, wherein the ACD further performs call routing based on business conditions being met.

34. The apparatus according to claim 26, wherein the ACD further performs call routing based on at least one of network conditions and business conditions being met.

35. The apparatus according to claim 26, wherein the agents are remotely located from the routing system and at least some of the agents have different contact center affiliations.

36. The apparatus according to claim 26, wherein the ACD further performs call routing based on at least one agent skill.

37. The apparatus according to claim 26, wherein the ACD further determines to which agent to route incoming calls based on load.

38. The apparatus according to claim 26, wherein the ACD further determines to which agent to route incoming calls based on priority.

39. The apparatus according to claim 26, wherein the service requests are telephone calls.

40. The apparatus according to claim 26, wherein the service requests are one of:

facsimiles, electronic mail, and instant messages.

41. The apparatus according to claim 26, wherein at least some of the agent game actions are determined dynamically based on input received from agents in response to network-condition information.

42. The apparatus according to claim 26, wherein the agents are dynamically provided with restructured versions of the game from management and wherein at least some of the agent game actions are determined dynamically in response to the restructured version of the game

43. The apparatus according to claim 26, wherein the agents are awarded, based on making certain agent game actions, credit comprising at least one of (points, value, direct compensation and prizes).

44. The apparatus according to claim 26, wherein the agents are awarded, based on handling certain service requests, credit comprising at least one of (points, value, direct compensation and prizes).

45. The apparatus according to claim 26, wherein the ACD further determines to which agent to route service requests based on values that are determined as a function of multiple parameters, of which agent a game results or agent game action is one of the multiple parameters.

46. A method for routing incoming service requests to agents, comprising:

associating game information with a corresponding agent among a plurality of agents;

receiving service requests; and

determining to which agent to route the service requests based on the game information.

47. The method according to claim 46, further comprising:

associating the game information with corresponding service request types; and

wherein the determining is further performed based on the type of the incoming service requests.

48. The method according to claim 46, wherein the database further associates at least some of the game information with agent availability;

and

wherein whether an agent is available is determined based on the game information corresponding to agent availability.

49. The method according to claim 48, wherein the agent availability specifies that the agent is staffed.

50. The method according to claim 46, wherein the database dynamically receives updates of the game information from the agents.

51. The method according to claim 46, wherein the determining is further based on management preferences.

52. The method according to claim 46, wherein the determining is further based on network conditions.

53. The method according to claim 46, wherein the ACD further performs call routing based on business conditions being met.

54. The method according to claim 46, wherein the determining is further based on at least one agent skill.

55. The method according to claim 46, wherein the ACD further determines to which agent to route incoming calls based on load.

56. The method according to claim 46, wherein the ACD further determines to which agent to route incoming calls based on priority.

57. The method according to claim 46, wherein the service requests are telephone calls.

58. The method according to claim 46, wherein the service requests are one of:

facsimiles, electronic mail, and instant messages.

59. The method according to claim 46, wherein at least some of the game information is determined dynamically based on input received from agents in response to network-condition information.

60. The method according to claim 46, wherein the agents are dynamically provided with restructured versions of the game from management and wherein at least some of the agent game actions are determined dynamically in response to the restructured version of the game.

61. The method according to claim 46, wherein the agents are awarded, based on the game information, credit comprising at least one of (points, value, direct compensation and prizes).

62. The method according to claim 46, wherein the agents are awarded, based on handling certain service requests, credit comprising at least one of (points, value, direct compensation and prizes).

63. The method according to claim 46, wherein the determining further comprises determining to which agent to route service requests based on values that are calculated as a function of multiple parameters, of which the game information is one of the multiple parameters.

64. A computer program product having computer program logic stored therein, comprising:

associating logic for causing a computer to associate game information with a corresponding agent among a plurality of agents;

receiving logic for causing the computer to receive information about service requests; and

determining logic for causing the computer to determine to which agent to route the service requests based on the game information.

65. The computer program product according to claim 64,

wherein the associating logic further causes the computer to associate the game information with corresponding service request types;

and

wherein the determining logic further causes the computer to perform the determining based on the type of the incoming service requests.

66. The computer program product according to claim 64,

wherein the associating logic further causes the computer to associate the game information with agent availability;

and

wherein the determining logic further causes the computer to perform the determining based on the game information corresponding to agent availability.

67. The computer program product according to claim 66, wherein the agent availability specifies that the agent is staffed.

68. The computer program product according to claim 64, wherein the associating logic causes the computer to dynamically receive updates of the game information from the agents.

69. The computer program product according to claim 64, wherein the determining logic further causes the computer to determine to which agents to route incoming service requests based on management call-handling preferences.

70. The computer program product according to claim 64, wherein the determining logic further causes the computer to determine to which agents to route incoming service requests based on network conditions.

71. The computer program product according to claim 64, wherein the determining logic further causes the computer to determine to which agents to route incoming service requests based business conditions being met.

72. The computer program product according to claim 64, at least some of the agents have different contact center affiliations.

73. The computer program product according to claim 64, wherein the determining logic further causes the computer to determine to which agents to route incoming service requests based on at least one agent skill.

74. The computer program product according to claim 64, wherein the determining logic further causes the computer to determine to which agents to route incoming calls based on load.

75. The computer program product according to claim 64, wherein the determining logic further causes the computer to determine to which agents to route incoming calls based on priority.

76. The computer program product according to claim 64, wherein the service requests are telephone calls.

77. The computer program product according to claim 64, wherein the service requests are one of:

facsimiles, electronic mail, and instant messages.

78. The computer program product according to claim 64, wherein at least some of the game information is determined dynamically based on input received from agents in response to network condition information.

79. The computer program product according to claim 64, wherein the agents are dynamically provided with restructured versions of the game from management and wherein at least some of the agent game actions are determined dynamically in response to the restructured version of the game.

80. The computer program product according to claim 64, wherein the agents are awarded, based on the game information, credit comprising at least one of (points, value, direct compensation and prizes).

81. The computer program product according to claim 64, wherein the agents are awarded, based on handling certain service requests, credit comprising at least one of (points, value, direct compensation and prizes).

82. The computer program product according to claim 64, wherein the determining logic further causes the computer to determine to which agent to route service requests based on values that are calculated as a function of multiple parameters, of which the game information is one of the multiple parameters.

83. An apparatus for affecting service-request routing performed by multiple ACDs, comprising:

a database for storing game information, wherein each agent is associated with a particular organization and wherein the database stores the game information for a plurality of organizations; and

a server capable of communication with the database and a plurality of ACDs corresponding to a plurality of organizations and being capable of receiving the game information from agent terminals and storing the game information in the database;

wherein the server provides the game information for each agent to each ACD to permit service-request routing by a plurality of ACDs to be performed based on the game information.

84. The apparatus according to claim 83,

wherein the database further associates the game information with a particular call type;

and

wherein each ACD further determines to which agent to route incoming calls based on the call type of the incoming calls.

85. The apparatus according to claim 83, wherein the database further associates at least some of the game information with agent availability;

and

wherein each ACD further determines whether an agent is available based on the game information corresponding to agent availability.

86. The apparatus according to claim 85, wherein the agent availability specifies that the agent is staffed.

87. The apparatus according to claim 83, wherein the database dynamically receives updates of the game information from the agents.

88. The apparatus according to claim 83, wherein the game information provided by the server is determined based on the game information and management preferences.

89. The apparatus according to claim 83, wherein each ACD further performs call routing based on network conditions.

90. The apparatus according to claim 83, wherein each ACD further performs call routing based on business conditions being met.

91. The apparatus according to claim 83, wherein each ACD further performs call routing based on at least one agent skill.

92. The apparatus according to claim 83, wherein each ACD further performs call routing based on load.

93. The apparatus according to claim 83, wherein each ACD further performs call routing based on priority.

94. The apparatus according to claim 83, wherein the service requests are telephone calls.

95. The apparatus according to claim 83, wherein the service requests are one of:

facsimiles, electronic mail, and instant messages.

96. The apparatus according to claim 83, wherein at least some of the game information is determined dynamically based on input received from agents in response to network condition information.

97. The apparatus according to claim 83, wherein the agents are dynamically provided with restructured versions of the game from management and wherein at least some of the agent game actions are determined dynamically in response to the restructured version of the game

98. The apparatus according to claim 83, wherein the agents are awarded, based on the game information, credit comprising at least one of (points, value, direct compensation and prizes).

99. The apparatus according to claim 83, wherein the agents are awarded, based on handling certain service requests, credit comprising at least one of (points, value, direct compensation and prizes).

100. The apparatus according to claim 83, wherein each ACD further determines to which agent to route service requests based on values that are determined as a function of multiple parameters, of which the game information is one of the multiple parameters.

101. A method of rewarding agents in real time, comprising:

identifying calls handled by each agent based on the game information;

assigning points to each agent based on calls handled by the agent; and

storing a point total for each agent.