Simultaneous usage of agent and service parameters

• US 20060222164A1
• Filed: 04/04/2005
• Published: 10/05/2006
• Est. Priority Date: 04/04/2005
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Yang, Denny, Mathur, Madhusudhana K., Contractor, Saeed
• Application Number:
  US11/098,910
• Publication Number:
  US 20060222164A1
• Time in Patent Office: Days
• US Class Current: 379/265.50
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A system and method for routing a contact to an agent based on a combination of agent parameters and service parameters includes receiving a first contact and determining attributes of the contact. A multi-dimensional agent-service matrix is generated wherein each cell includes at least an agent/service value corresponding to at least a combination of agent and service parameters. The agent parameters may include agent skill level, agent idle time, and order of agents receiving a contact. The service parameters may include wait time of contact in queue, service level goal, number of contacts in queue, and service affinity. A first available agent is identified from the agent-service matrix having a maximum agent/service value and the contact is routed to that agent. Every available agent in the agent-service matrix is available to handle the contact.

Claims

1. A method of routing an incoming contact to at least one of a plurality of agents, said method comprising the acts of:

receiving a first contact;

determining attributes of said first contact;

generating an agent-service matrix, said agent-service matrix including;

a first dimension corresponding to agent availability; and

a second dimension corresponding to one or more contact service attributes, wherein each cell within said agent-service matrix includes an agent/service value corresponding to a combination of agent and service parameters;

without regard to a time delay, identifying a first available agent from said agent-service matrix having a maximum agent/service value; and

routing said first contact to said identified first available agent.

2. The method as claimed in claim 1 wherein said agent/service values are normalized.

3. The method as claimed in claim 1 wherein said agent parameters include agent skill level, agent idle time, and order of agents receiving a contact.

4. The method as claimed in claim 1 wherein said service parameters include wait time of contact in queue, service level goal, number of contacts in queue, and service affinity.

5. The method as claimed in claim 1 wherein said agent-service matrix is recalculated each time an agent is added or removed.

6. The method as claimed in claim 1 wherein every available agent in said agent-service matrix is available to handle said first contact irrespective of said time delay.

7. The method as claimed in claim 1 wherein said first contact includes telephonic calls, emails, faxes, chat sessions, and Voice over Internet Protocol.

8. A method of assigning a first contact to at least one of a plurality of agents, said method comprising the acts of:

receiving said first contact;

determining attributes of said first contact;

identifying a list of available agents;

assigning at least one service parameter weight for each agent in said list of available agents;

assigning at least one agent parameter weight for each agent in said list of available agents;

generating one or more agent-service vectors, said agent-service vectors including;

one or more first vectors corresponding to one or more available agents; and

one or more second vectors corresponding to one or more contact service attributes, wherein each cell within the first agent-service vectors and second agent-service vectors includes an agent/service value corresponding to a combination of agent and service parameters;

identifying a first available agent from said first agent-service vectors and second agent-service vectors having a maximum agent/service value, wherein all available agents are considered; and

assigning said first contact to said first available agent.

9. The method as claimed in claim 8 wherein said agent parameter weights are normalized for said list of available agents.

10. The method as claimed in claim 8 wherein said service parameter weights are normalized for said list of available agents.

11. The method as claimed in claim 9 wherein said agent parameter weights include agent skill level, agent idle time, and order of agents receiving a contact.

12. The method as claimed in claim 10 wherein said service parameter weights include wait time of contact in queue, service level goal, number of contacts in queue, and service affinity.

13. The method as claimed in claim 8 wherein said first agent-service vectors and second agent-service vectors are recalculated each time an agent is added or removed.

14. The method as claimed in claim 8 wherein every available agent in said first agent-service vector and second agent-service vector are available to handle said first contact irrespective of a time delay.

15. The method as claimed in claim 8 wherein said first contact includes telephonic calls, emails, faxes, chat sessions, and Voice over Internet Protocol.

16. A system for assigning a contact to an agent, said system comprising:

a contact vector, said call vector identifying attributes of a first contact;

an agent-service matrix representing a unique agent/service value for each agent of a plurality of available agents for each of a plurality of contact service attributes; and

an agent selector, said agent selector identifying an available agent having a maximum agent/service value corresponding to a best suited agent from said list of available agents, wherein all available agents in said agent-service matrix are considered.

17. The system as claimed in claim 16 wherein said agent-service matrix includes

a first dimension corresponding to said plurality of available agents;

and

a second dimension corresponding to a plurality of contact service attributes, wherein each cell within said agent-service matrix includes an agent/service value corresponding to a combination of agent and service parameters.

18. The system as claimed in claim 17 wherein said agent parameter weights and said service parameter weights are normalized for said plurality of available agents.

19. The system as claimed in claim 18 wherein said service parameter weights include wait time of contact in queue, service level goal, number of contacts in queue, and service affinity and wherein said agent parameter weights include agent skill level, agent idle time, and order of agents receiving a contact.

20. The system as claimed in claim 18 wherein every available agent in said agent-service matrix is available to handle said first contact irrespective of a time delay.