Location-based queuing

• US 20100169147A1
• Filed: 12/30/2008
• Published: 07/01/2010
• Est. Priority Date: 12/30/2008
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: O'Connor, Neil, McCormack, Tony, Smyth, Joseph
• Application Number:
  US12/346,373
• Publication Number:
  US 20100169147A1
• 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 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Queuing to a mobile agents is accomplished by assigning each mobile agents to one of a plurality of location zones based on information received from a tracking system, and maintaining a plurality of location-specific queues of requests, each location-specific queue having one or more of the location zones associated therewith, and each location-specific queue being serviced only by those mobile agents whose assigned location zone matches a location zone of that location-specific queue. On receiving a location-based request for the services of a mobile agent, an optimum queue is selected for the request from among the plurality of location-specific queues based at least in part on a comparison between the request location and a location zone associated with the optimum queue, subject to a servicing constraint that a queue can only be selected as the optimum queue if at least one agent is currently servicing the queue.

Claims

1. A method of queuing to a plurality of mobile agents, the method comprising the steps of:

(a) receiving information regarding the location of one of said mobile agents and assigning said mobile agent to one of a plurality of location zones based on said received information;

(b) maintaining a plurality of location-specific queues of requests, each location-specific queue having one or more of said location zones associated therewith, and each location-specific queue being serviced only by those mobile agents whose assigned location zone matches a location zone of that location-specific queue;

(c) receiving a request for the services of a mobile agent, said request being associated with a request location;

(d) determining an optimum queue for said request from among said plurality of location-specific queues based at least in part on a comparison between said request location and a location zone associated with said optimum queue, subject to a servicing constraint that a queue can only be selected as said optimum queue if at least one agent is currently servicing said queue.

2. A method as claimed in claim 1, further comprising adding said request to said optimum queue.

3. A method as claimed in claim 2, further comprising the step of assigning said request to one of said mobile agents based on queuing rules.

4. A method as claimed in claim 1, further comprising communicating with an agent tracking system to determine a current location of said mobile agent

5. A method as claimed in claim 1, further comprising the steps of receiving information regarding a change of said mobile agent'"'"'s location, and dynamically updating the location zone assigned to said mobile agent, if necessary;

6. A method as claimed in claim 1, wherein said information received in step (a) directly identifies one of said plurality of location zones.

7. A method as claimed in claim 1, wherein one or more of said location-specific queues has an area associated therewith, the area comprising a plurality of zones, such that said one or more location zones are associated with said location-specific queue by virtue of falling within said area.

8. A method as claimed in claim 1, further comprising the step of maintaining at least one skill-based queue having no location zones associated therewith, said skill-based queue being serviced by those mobile agents having an appropriate skillset match with requests in said skill-based queue.

9. A method as claimed in claim 8, wherein said request received in step (c) is placed in at least one location-specific queue as well as in at least one skill-based queue, with multidimensional queuing being used to assign said request to an agent having a suitable location and skillset.

10. A method as claimed in claim 1, wherein at least one of said location-specific queues also has a skillset associated therewith in addition to the one or more location zones associated therewith, the queue being serviced only by those agents who are determined to have both an appropriate skillset match and the required matching assigned location zone.

11. A method as claimed in claim 10, wherein in step (e), said determination of an optimum queue for said request from among said plurality of location-specific queues is also based at least in part on a comparison between skill-based requirements of said request and said skillset associated with said at least one queue.

12. A method as claimed in claim 2, further comprising the steps of making a first determination as to whether an expected wait time for an agent to service said request from said optimum queue exceeds a threshold, and making a second determination as to whether another location-specific queue exists having an acceptable wait time and providing an acceptable degree of proximity between its associated location zone or zones and said request location.

13. A method as claimed in claim 12, wherein in the event that both said first and second determinations are positive, moving said request to said another location-specific queue.

14. A method as claimed in claim 2, further comprising the steps of, while said request is in said optimum queue, determining that an agent has become available to service a location-specific queues which was not serviced at the time said optimum queue was determined, and moving said request if said another of said queues is preferable to the currently identified optimum queue.

15. A method as claimed in claim 1, wherein in step (d) a proximity constraint is imposed on said comparison between said request location and the queues'"'"' associated location zones, whereby an optimum queue must have its associated zones within a threshold of proximity to said request location.

16. A method as claimed in claim 4, wherein if no acceptable determination can be made due to the unavailability of any queue satisfying both the servicing constraint and the proximity constraint, an optimum queue is then determined without regard to said servicing constraint.

17. A computer program product comprising a computer readable medium encoding instructions which when executed in a computing system are effective to cause said computing system to perform a method of queuing to a plurality of mobile agents, by:

(a) receiving information regarding the location of one of said mobile agents and assigning said mobile agent to one of a plurality of location zones based on said received information;

(b) maintaining a plurality of location-specific queues of requests, each location-specific queue having one or more of said location zones associated therewith, and each location-specific queue being serviced only by those mobile agents whose assigned location zone matches a location zone of that location-specific queue;

(c) receiving a request for the services of a mobile agent, said request being associated with a request location;

(d) determining an optimum queue for said request from among said plurality of location-specific queues based at least in part on a comparison between said request location and a location zone associated with said optimum queue, subject to a servicing constraint that a queue can only be selected as said optimum queue if at least one agent is currently servicing said queue.

18. A queuing system for queuing to a plurality of mobile agents, comprising:

(a) a mobile agent resource record which records an assignment of one of a plurality of location zones to one of said mobile agents based on information received regarding the location of said mobile agent;

(b) a plurality of location-specific queues of requests, each location-specific queue having one or more of said location zones associated therewith, and each location-specific queue being serviced only by those mobile agents whose assigned location zone matches a location zone of that location-specific queue;

(c) a request record which records a received request for the services of a mobile agent, together with a request location associated with said request;

(d) a queue allocation system which is configured to determine an optimum queue for said request from among said plurality of location-specific queues based at least in part on a comparison between said request location and a location zone associated with said optimum queue, subject to a servicing constraint that a queue can only be selected as said optimum queue if at least one agent is currently servicing said queue.