CONTACT CENTER AGENT WORK AWARENESS ALGORITHM

• US 20080120164A1
• Filed: 03/19/2007
• Published: 05/22/2008
• Est. Priority Date: 11/17/2006
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology LLC (Avaya Incorporated)
• Inventors: Hassler, Kerry W.
• Application Number:
  US11/688,100
• Publication Number:
  US 20080120164A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 3/42357 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A contact center is provided that includes an input operable to receive work items 204a-w, a work item processing agent 200 to populate work item containers 212a-I with information respecting the received work items, and an Aagent Work Awareness Algorithm (AWAA) server notification agent 216 to notify subscribing AWAA agent entities of state changes in the work item containers. The processing AWAA server agent transfers work items to a subscribing AWAA agent entity when requested by the subscribing entity.

Claims

1. A method for servicing contact center work items via a SIP-based work item presence server that embodies an Agent Work Awareness Algorithm (AWAA), comprising:

(a) maintaining a plurality of work item containers, each work item container being associated with a respective work item for servicing by a resource;

(b) when a state of a selected work item container changes, determining a set of AWAA agent entities that subscribed to be notified of a state change in the selected work item and/or corresponding work item container via; and

(c) notifying each of the members of the set of AWAA agent entities of the state change.

2. The method of claim 1, wherein step (b) is performed using Session Initiation Protocol or SIP-based “

watcher”

techniques, wherein step (c) is performed using SIP-based “

notify”

techniques. wherein the set of AWAA agent entities comprise one or more of a communication device, a communications server of the same or a different enterprise, a communications switch of the same or a different enterprise, an internal communication device, a database interface, and an application server, wherein the work item containers are organized into at least one queue, wherein at least a first of the work item containers is currently associated with a first work item, and wherein the first work item container comprises one or more of the following types of information respecting the first work item;

contacting customer identity, customer type, work item intent or purpose, customer personal information, customer transaction history, work item browser history, customer order details, customer contact mode, timestamp, work item priority, expected wait time, actual wait time, predicted wait time, identification of at least one other switch location having resources that may be able to receive the waiting work item, a Universal Resource Locator or URL associated with the work item, and a pointer to the current location of the contact.

3. The method of claim 1, wherein step (b) is performed using Session Initiation Protocol or SIP-based “

watcher”

techniques, wherein step (c) is performed using SIP-based “

notify”

techniques. and wherein each member of a first subset of the work item containers is currently associated with an active work item and each member of a second subset of work item containers is currently unassociated with an active work item.

4. The method of claim 2, wherein the SIP-based notification of step (c) is with respect to the first work item container and wherein the SIP-based notification comprises at least some first information in the work item container, the first information being associated with a first work item, and further comprising:

(d) after the notification is sent to the members of the set of AWAA agent entities via existing SIP-based “

notify”

techniques, transferring the first work item to at least one of the members;

(e) deleting the first information from the selected work item container; and

(f) when a second work item is received, entering second information respecting the second work item in the selected work item container.

5. The method of claim 1, wherein the at least one entity is external to an enterprise performing the steps of claim 1, wherein the subscription by the AWAA agent has a limited life, and wherein the subscription terms comprise at least one of the following:

a specific customer identity, a customer type, a type of work a corresponding resource is interested in, a timestamp value, a specified actual wait time, a specified estimated wait time, and a specified predicted wait time.

6. The method of claim 1, further comprising:

(d) receiving from a first entity a subscription of a selected queue and/or work item container in the queue before an active work item is associated therewith; and

(e) establishing a subscription relationship between the selected queue and/or work item and the subscribing first entity.

7. The method of claim 1, wherein the state of the selected work item container has changed due to at least one of an entry of information into a set of fields in the work item container and a change of information already in a field in the work item container.

8. The method of claim 1, wherein step (b) is performed using Session Initiation Protocol or SIP-based “

watcher”

techniques, wherein step (c) is performed using SW-based “

notify”

techniques, and wherein a first SIP-based notification to a first entity contains different information respecting the selected work item container than a second SIP-based notification to a second entity.

9. A computer readable medium comprising processor executable instructions for performing the steps of claim 1.

10. A method, comprising:

(a) subscribing, by a work item presence server, to at least one of a work item container and a queue of work item containers on behalf of a resource, the subscription requesting the subscribing entity to be notified of a state change in the at least one of a work item container and queue of work item containers;

(b) in response to a state change in the at least one of a work item container and queue of work item containers, receiving a Session Initiation Protocol—

or SIP—

like notification from the work item presence server, the notification comprising information respecting a work item associated with the at least one of a work item container and queue of work item containers;

(c) providing the information to the resource;

(d) receiving, from the resource, a selection of the work item; and

(e) requesting the transfer of the work item to a communication device associated with the resource to permit the resource to service the work item.

11. The method of claim 10, further comprising:

(f) maintaining a plurality of work item containers, each work item container receiving a work item for servicing by an assigned resource;

(g) when the state changes, determining a set of Agent Work Awareness Algorithm or AWAA agent entities that subscribed to be notified of the state change; and

(h) notifying each of the members of the set of AWAA agent entities of the state change.

12. The method of claim 11, wherein the set of AWAA agent entities comprise one or more of a communication device, a communications server of the same or a different enterprise, a communications switch of the same or a different enterprise, an internal communication device, a database interface, and an application server, wherein the work item containers are organized into at least one queue, wherein at least a first of the work item containers is currently associated with a first work item, and wherein the first work item container comprises one or more of the following types of information respecting the first work item:

contacting customer identity, customer type, work item intent or purpose, customer personal information, customer transaction history, work item browser history, customer order details, customer contact mode, timestamp, work item priority, expected wait time, actual wait time, predicted wait time, identification of at least one other switch location having resources that may be able to receive the waiting work item, a Universal Resource Locator or URL associated with the work item, and a pointer to the current location of the contact.

13. The method of claim 11, wherein each member of a first subset of the work item containers is currently associated with an active work item and each member of a second subset of work item containers is currently unassociated with an active work item.

14. The method of claim 11, wherein the SIP-like notification of step (b) is with respect to the first work item container and wherein the notification comprises at least some first information in the first work item container, the first information being associated with a first work item, and further comprising:

(f) transferring the first work item to the communication device;

(g) deleting first information from the selected work item container; and

(h) when a further second work item is received, entering second information respecting the second work item in the selected work item container.

15. A computer readable medium comprising processor executable instructions to perform the steps of claim 11.

16. A contact center, comprising:

(a) an input operable to receive work items;

(b) a watcher agent operable to determine when a selected work item container andlor a selected work item has experienced a state change; and

(c) an Agent Work Awareness Algorithm or AWAA server notification agent operable to notify subscribing AWAA agent entities of state changes in the work item containers.

17. The contact center of claim 16, wherein work items are transferred to a subscribing entity when requested by the subscribing entity.

18. The contact center of claim 17, wherein the subscribing AWAA agent entities comprise one or more of a communication device, a communications server of the same or a different enterprise, a communications switch of the same or a different enterprise, an internal communication device, a database interface, and an application server, wherein the work item containers are organized into at least one queue, wherein at least a first of the work item containers is currently associated with a first work item, and wherein the first work item container comprises one or more of the following types of information respecting the first work item:

contacting customer identity, customer type, work item intent or purpose, customer personal information, customer transaction history, work item browser history, customer order details, customer contact mode, timestamp, work item priority, expected wait time, actual wait time, predicted wait time, identification of at least one other switch location having resources that may be able to receive the waiting work item, a Universal Resource Locator or URL associated with the work item, and a pointer to the current location of the contact.

19. The contact center of claim 16, wherein each member of a first subset of the work item containers is currently associated with an active work item and each member of a second subset of work item containers is currently unassociated with an active work item.

20. The contact center of claim 16, wherein a first Session Initiation Protocol or SIP-based notification is with respect to a first work item container, wherein the notification comprises at least some first information in the first work item container, the first information being related to a first work item, wherein, after the notification is sent to the subscribing AWAA agent entities and the first work item is transferred to at least one of the entities, first information is deleted from the selected work item container;

and, when a second work item is received, second information respecting the second work item is populated in the selected work item container.

21. The contact center of claim 16, wherein at least one of the AWAA agent entities is external to an enterprise network containing the contact center of claim 16, wherein the subscription terms comprise at least one of the following:

a specified duration of the subscription, a specific customer identity, a customer type, a type of work a corresponding resource is interested in, a timestamp value, a specified actual wait time, a specified estimated wait time, and a specified predicted wait time, wherein the entities can subscribe before an active work item is associated with the selected work item container, and wherein the state changes are due to at least one of an entry of information into a set of fields in work item containers and changes of information already in fields in work item containers.