Multi-media contact channel in agent state control system and method for use in a contact center
First Claim
1. A multi-media contact channel and agent state control method for use in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over said contact channels, wherein each of said agents are assigned to at least one contact channel task corresponding to said contact channels, said method comprising the acts of:
- providing agent configuration data and contact channel configuration data;
posting real-time contact channel state data representing contact channel states of said multi-media contact channels;
determining, based upon said real-time contact channel state data and said contact channel configuration data, that at least one of said contact channels needs a re-allocation of agent resources;
monitoring agents in said contact center to determine an agent state for each of said agents, said agent state being an operational activity being performed by an agent within a contact channel task; and
re-allocating at least one of said agents based upon said at least one contact channel needing said re-allocation of agent resources and based upon said agent state of said one of said agents and said agent configuration data.
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Accused Products
Abstract
A channel and agent state control system and method is used in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over the contact channels. The agents are allocated to one or more contact channel tasks corresponding to the contact channels. The system and method reallocates the agents between the contact channels based upon real-time contact channel state data and the agent states. The system and method can be configured by a user to determine when reallocation is needed within a contact channel and to determine how the agents are reallocated.
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Citations
20 Claims
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1. A multi-media contact channel and agent state control method for use in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over said contact channels, wherein each of said agents are assigned to at least one contact channel task corresponding to said contact channels, said method comprising the acts of:
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providing agent configuration data and contact channel configuration data;
posting real-time contact channel state data representing contact channel states of said multi-media contact channels;
determining, based upon said real-time contact channel state data and said contact channel configuration data, that at least one of said contact channels needs a re-allocation of agent resources;
monitoring agents in said contact center to determine an agent state for each of said agents, said agent state being an operational activity being performed by an agent within a contact channel task; and
re-allocating at least one of said agents based upon said at least one contact channel needing said re-allocation of agent resources and based upon said agent state of said one of said agents and said agent configuration data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for controlling multi-media contact channel states and agent states in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over said contact channels, wherein each of said agents are assigned to at least one contact channel task corresponding to said contact channels, said system comprising:
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contact channel state data representing contact channel states, wherein said contact channels states are current operational activities being performed by said contact channels in said contact center;
agent state data representing agent states, wherein said agent states are current operational activities being performed by said agents in said contact center;
configuration data representing rules for allocating said agents to said contact channels; and
a load balancing engine for monitoring said contact channel states and said agent states, and for re-allocating said agents to said multi-media contact channels based upon said contact channel state data, said agent state data, and said configuration data. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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19. A multi-media contact channel and agent state control system for use in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over said contact channels, wherein each of said agents are assigned to at least one contact channel task corresponding to said contact channels, said system comprising:
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means for providing agent configuration data and contact channel configuration data;
means for posting real-time contact channel state data representing contact channel states of said multi-media contact channels;
means for determining, based upon said real-time contact channel state data and said contact channel configuration data, that at least one of said contact channels needs a re-allocation of agent resources;
means for monitoring agents in said contact center to determine an agent state for each of said agents, said agent state being an operational activity being performed by an agent within a contact channel task; and
means for re-allocating at least one of said agents based upon said at least one contact channel needing said re-allocation of agent resources and based upon said agent state of said one of said agents and said agent configuration data.
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20. A contact center comprising:
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a plurality of agent workstations including data terminals and audio communications devices for use by agents;
a host system including contact data;
communications systems for establishing contact channels allowing said agents to communicate; and
a contact center management system for managing resources in said contact center, said contact center management system comprising;
contact channel state data representing contact channel states, wherein said contact channels states are current operational activities being performed by said contact channels in said contact center;
agent state data representing agent states, wherein said agent states are current operational activities being performed by said agents in said contact center;
configuration data representing rules for allocating said agents to said contact channels; and
a load balancing engine for monitoring said contact channel states and said agent states, and for re-allocating said agents to said multi-media contact channels based upon said contact channel state data, said agent state data, and said configuration data;
wherein said agent workstations, said host system, said communication systems, and said contact center management system are connected over a network.
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Specification