Methods and apparatus for allocating a resource to enqueued requests using predicted wait time based on prior resource contribution

• US 20070127690A1
• Filed: 11/30/2005
• Published: 06/07/2007
• 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 7,860,234 B2
• Time in Patent Office: Days
• US Class Current: 379/265.50
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Methods and apparatus are provided for allocating a resource to enqueued requests using a predicted wait time that is based on a prior contribution of the resource to service the requests in a particular queue. A resource is allocated to one of a plurality of requests. Each request is stored in at least one of a plurality of queues, each having a predicted wait time. Once it is determined that the resource has become available, the predicted wait times of the queues are updated based on a prior contribution of the resource to the queues; a performance level of each of the queues relative to one or more service level targets; and the resource is assigned, in response to the determination, to the request based on the evaluation. The service level targets can include one or more thresholds for the predicted wait time. The predicted wait time is based on a prior contribution of the resource to servicing one or more of the queues.

Claims

1. A method for allocating a resource to one of a plurality of requests, comprising:

storing each of said plurality of requests in at least one of a plurality of queues, each of said queues having a predicted wait time;

determining that said resource has become available;

updating said predicted wait times of said queues based on a prior contribution of said resource to said queues;

evaluating a performance level of each of said queues relative to one or more service level targets; and

assigning, in response to said determination, said resource to said request based on said evaluation.

2. The method of claim 1, wherein said assigning step further comprises the step of evaluating said performance level of each of said queues based on one or more predefined criteria.

3. The method of claim 1, wherein said service level targets include one or more thresholds for said predicted wait time.

4. The method of claim 1, further comprising the step of maintaining state information for a plurality of service classes.

5. The method of claim 1, further comprising the step of storing said request in a queue associated with a given service class.

6. The method of claim 1, wherein said assigning step further comprises the step of assigning said resource to a service class for which said resource is capable.

7. The method of claim 1, wherein said determining step further comprises the step of determining that said resource has become available based on one or more predefined criteria.

8. The method of claim 1, wherein said resource is one of a plurality of resources.

9. The method of claim 1, wherein said resource is one of a plurality of call agents associated with a call center.

10. A system for allocating a resource to one of a plurality of requests, comprising:

a memory comprising a plurality of queues, each of said queues having a predicted wait time; and

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

store each of said plurality of requests in at least one of said queues;

determine that said resource has become available;

update said predicted wait times of said queues based on a prior contribution of said resource to said queues;

evaluate a performance level of each of said queues relative to one or more service level targets; and

assign, in response to said determination, said resource to said request based on said evaluation.

11. The system of claim 10, wherein said processor is further configured to evaluate said performance level of each of said queues based on one or more predefined criteria.

12. The system of claim 10, wherein said service level targets include one or more thresholds for said predicted wait time.

13. The system of claim 10, wherein said processor is further configured to store said request in one of said queues associated with a given service class.

14. The system of claim 10, wherein said processor is further configured to assign said resource to a service class for which said resource is capable.

15. The system of claim 10, wherein said processor is further configured to determine that said resource has become available based on one or more predefined criteria.

16. The system of claim 10, wherein said resource is one of a plurality of resources.

17. The system of claim 10, wherein said resource is one of a plurality of call agents associated with a call center.

18. An article of manufacture for allocating a resource to one of a plurality of requests, comprising a machine readable medium containing one or more programs which when executed implement the steps of:

storing each of said plurality of requests in at least one of a plurality of queues, each of said queues having a predicted wait time;

determining that said resource has become available;

updating said predicted wait times of said queues based on a prior contribution of said resource to said queues;

evaluating a performance level of each of said queues relative to one or more service level targets; and

assigning, in response to said determination, said resource to said request based on said evaluation.

19. The article of manufacture of claim 18, wherein said assigning step further comprises the step of evaluating said performance level of each of said queues based on one or more predefined criteria.

20. The article of manufacture of claim 18, further comprising the step of maintaining state information for a plurality of service classes.