Method and System for Dynamic Tracking and Assignment of Agent Resources within a Contact Center

• US 20090168991A1
• Filed: 12/27/2007
• Published: 07/02/2009
• Est. Priority Date: 12/27/2007
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Pimtchenkov, Vladimir, Zgardovski, Stanislav, Kolomoyskyy, Oleksiy
• Application Number:
  US11/965,617
• Publication Number:
  US 20090168991A1
• Time in Patent Office: Days
• US Class Current: 379/266.70
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A system for telephone campaigns includes a contact server for placing outbound contacts, a contact router for routing answered outbound contacts to available agents, and a statistical server for monitoring and serving current agent statistics ahead of each outbound contact or set of contacts initiated on behalf of two or more campaigns. The system is characterized in that the contact server initiates outbound contacts for the campaigns based on availability of agents assigned to the campaigns, and wherein agents assigned to more than one campaign are dynamically designated to serve only the outbound campaign associated with each contact at the time of contact initiation if determined available for the that campaign at the time of contact initiation, and a campaign group identifier is attached as contact data to each contact initiated.

Claims

1. A system for outbound contact campaigns, comprising:

a contact server for initiating outbound contacts each associated with one of a plurality of outbound campaigns; and

a statistical server for monitoring and serving current statistics pertaining to the operation of the campaigns;

characterized in that the contact server initiates outbound contacts for the campaigns based on availability of agents assigned to the campaigns, and wherein agents available for assignment to more than one campaign are dynamically assigned to serve a specific one of the campaigns based on the statistics.

2. A contact server for placing outbound contacts, comprising:

an automated dialer;

an interface to a stat server;

a processer for processing statistics; and

a data port connected to a router;

characterized in that the contact server receives from the stat server information regarding agent availability and agent campaign assignment, processes the information against one or more rules, associates each available agent with one and only one campaign at the time of contact initiation, and attaches an agent group identifier as data to each outbound contact, the identifier serving to route answered contacts to available agents.

3. A method for conducting an outbound telephone campaign, comprising the steps of:

(a) determining agent availability at the time of contact initiation;

(b) considering each available agent as assigned to one and only one campaign at the time of contact initiation, regardless of pre-assignment;

(c) appending a campaign group identifier to each outbound contact; and

(d) using the identifier from step (c) to route answered contacts to available agents.