Methods and apparatus for dynamically reallocating a preferred request to one or more generic queues

• US 20070121896A1
• Filed: 11/30/2005
• Published: 05/31/2007
• Est. Priority Date: 11/30/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Qutub, Sami, Sitkowski, Rafal, Sokoler, David, Patakula, Balaji
• Granted Patent: US 8,036,372 B2
• Time in Patent Office: Days
• US Class Current: 379/265.50
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Methods and apparatus are provided for dynamically reallocating a preferred request in one or more specific queues to one or more generic queues. A preferred request in a specific queue can be reallocated to another queue. A specific queue is monitored to determine if a service level target will be satisfied. Thereafter, the preferred request is dynamically reallocated to another queue if the service level target will not be satisfied. The specific queue may be one of a plurality of queues, each having an assigned service level target. A performance level of the specific queue can be evaluated relative to the service level target. For example, the service level target can be a predicted wait time.

Claims

1. A method for reallocating a preferred request in a specific queue to another queue, comprising:

monitoring said specific queue to determine if a service level target will be satisfied; and

dynamically reallocating said preferred request to another queue if said service level target will not be satisfied.

2. The method of claim 1, wherein said specific queue is one of a plurality of queues, each of said queues having an assigned service level target.

3. The method of claim 1, further comprising the step of evaluating a performance level of said specific queue relative to said service level target.

4. The method of claim 1, wherein said service level target is a predicted wait time.

5. The method of claim 1, wherein said monitoring step further comprises the step of evaluating a state of one or more queues associated with said preferred request.

6. The method of claim 1, further comprising the step of maintaining state information for a plurality of queues.

7. The method of claim 1, wherein said step of dynamically reallocating said preferred request to another queue if said service level target will not be satisfied further comprises the step of reassigning said request to a queue having one or more capable resources to process said preferred request.

8. The method of claim 1, wherein said preferred request is a communication sent to a call center.

9. A system for reallocating a preferred request in a specific queue to another queue, comprising:

a memory comprising a plurality of queues, said plurality of queues including at least one specific queue and at least one non-specific queue, each of said specific and non-specific queues having an assigned service level target; and

at least one processor, coupled to the memory, operative to;

monitor said specific queue to determine if a service level target will be satisfied; and

dynamically reallocate said preferred request to another queue if said service level target will not be satisfied.

10. The system of claim 9, wherein said processor is further configured to evaluate a performance level of said specific queue relative to said service level target.

11. The system of claim 9, wherein said service level target is a predicted wait time.

12. The system of claim 9, wherein said processor is further configured to evaluate a state of one or more queues associated with said preferred request.

13. The system of claim 9, wherein said processor is further configured to maintain state information for a plurality of queues.

14. The system of claim 9, wherein said processor dynamically reallocates said preferred request to another queue if said service level target will not be satisfied by reassigning said request to a queue having one or more capable resources to process said preferred request.

15. The system of claim 9, wherein said preferred request is a communication sent to a call center.

16. An article of manufacture for reallocating a preferred request in a specific queue to another queue, comprising a machine readable medium containing one or more programs which when executed implement the steps of:

monitoring said specific queue to determine if a service level target will be satisfied; and

dynamically reallocating said preferred request to another queue if said service level target will not be satisfied.

17. The article of manufacture of claim 16, wherein said specific queue is one of a plurality of queues, each of said queues having an assigned service level target.

18. The article of manufacture of claim 16, further comprising the step of evaluating a performance level of said specific queue relative to said service level target.

19. The article of manufacture of claim 16, wherein said service level target is a predicted wait time.

20. The article of manufacture of claim 16, wherein said monitoring step further comprises the step of evaluating a state of one or more queues associated with said preferred request.