TIME-BASED WORK ASSIGNMENTS IN AUTOMATED CONTACT DISTRIBUTION

• US 20110206199A1
• Filed: 02/19/2010
• Published: 08/25/2011
• Est. Priority Date: 02/19/2010
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Arora, Sanjay
• Granted Patent: US 8,306,212 B2
• Time in Patent Office: Days
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A contact center is described and systems, methods, and devices for processing work items within the contact center are provided. An Estimated Contact Handling Time (ECHT) is computed for one or more work items in the contact center and work items are distributed within the contact center at least partially based on the ECHT calculations. Thus, a time-based contact routing mechanism is provided to increase the efficiency with which a contact center operates.

Claims

1. A method, comprising:

receiving a first contact at a contact routing mechanism, the contact routing mechanism adapted to distribute contacts among a plurality of contact center resources;

generating a first work item representing the received first contact;

determining an Estimated Contact Handling Time (ECHT) of the first work item; and

based on the ECHT of the first work item, causing at least one of the following substeps to be performed;

(i) placing the first work item in a dynamically generated fast track queue; and

(ii) placing the first work item in a higher queue position than a second work item having an ECHT larger than the ECHT of the first work item, wherein, in the absence of considering the ECHT of the first work item, the second work item would be in a higher queue position than the first work item.

2. The method of claim 1, wherein both substeps (i) and (ii) are performed.

3. The method of claim 1, wherein substep (i) is performed.

4. The method of claim 3, further comprising:

determining a number of work items in a work item queue having an ECHT less than a predetermined amount of time;

determining that the number of work items in the work item queue having an ECHT less than the predetermined amount of time exceeds a predetermined number of work items; and

populating the dynamically generated fast track queue with all of the work items determined to have an ECHT less than the predetermined amount of time.

5. The method of claim 4, further comprising:

in response to generating the fast track queue, re-assigning one or more fast track agents from a skill-based queue to the fast track queue;

determining that all work items in the fast track queue have been processed by the fast track agents; and

after determining that all work items in the fast track queue have been processed, dissolving the fast track queue and assigning the fast track agents back to the skill-based queue.

6. The method of claim 1, wherein substep (ii) is performed.

7. The method of claim 6, wherein the first and second work items are in a FIFO queue, wherein the second work item was received at the contact routing mechanism prior to the first work item, and wherein an ECHT of the second work item is larger than a predetermined amount of time.

8. The method of claim 6, further comprising:

maintaining a re-queue count for the first and second work items; and

after substep (ii) is performed, incrementing the re-queue count for the first and second work items, wherein after the re-queue count for either the first or second work item exceeds a predetermined threshold the corresponding work item is restricted from being re-queued.

9. An automated contact distributor configured to distribute contacts among a plurality of resources in a contact center, the automated contact distributor comprising:

at least one work item queue comprising a plurality of queue positions for assignment to one or more work items received at the automated contact distributor;

an Estimated Contact Handling Time (ECHT) calculator adapted to determine an ECHT for work items received at the contact distributor; and

a routing engine adapted to, based on the ECHT calculated for a first work item, perform at least one of the following;

(i) place the first work item in a dynamically generated fast track queue; and

(ii) place the first work item in a higher queue position than a second work item having an ECHT larger than the ECHT of the first work item, wherein, in the absence of considering the ECHT of the first work item, the second work item would be in a higher queue position than the first work item.

10. The automated contact distributor of claim 9, wherein the routing engine performs action (i).

11. The automated contact distributor of claim 10, further comprising a work item status module adapted to determine a number of work items in the at least one work item queue having an ECHT less than a predetermined amount of time, determine that the number of work items in the work item queue having an ECHT less than the predetermined amount of time exceeds a predetermined number of work items, and trigger the creation of a fast track queue with all of the work items determined to have an ECHT less than the predetermined amount of time.

12. The automated contact distributor of claim 11, wherein the routing engine is further adapted to, in response to the creation of the fast track queue, re-assign one or more fast track agents from a skill-based queue to the fast track queue, determine that all work items in the fast track queue have been processed by the fast track agents, and after determining that all work items in the fast track queue have been processed, dissolve the fast track queue and assign the fast track agents back to the skill-based queue.

13. The automated contact distributor of claim 9, wherein the routing engine performs action (ii).

14. The automated contact distributor of claim 13, wherein the first and second work items are in a FIFO queue, wherein the second work item was received prior to the first work item, and wherein an ECHT of the second work item is larger than a predetermined amount of time.

15. The automated contact distributor of claim 13, further comprising a work item status module adapted to maintain a re-queue count for the first and second work items and after action (ii) is performed, increment the re-queue count for the first and second work items, wherein after the re-queue count for either the first or second work item exceeds a predetermined threshold the corresponding work item is restricted from being re-queued.

16. A contact center, comprising:

a plurality of contact center resources;

a contact routing mechanism configured to distribute work items among the plurality of contact center resources;

at least one work item queue comprising a plurality of queue positions for assignment to one or more work items received at the contact routing mechanism;

an Estimated Contact Handling Time (ECHT) calculator adapted to determine an ECHT for work items received at the contact distributor; and

a routing engine adapted to, based on the ECHT calculated for a first work item, perform at least one of the following;

(i) place the first work item in a dynamically generated fast track queue; and

(ii) place the first work item in a higher queue position than a second work item having an ECHT larger than the ECHT of the first work item, wherein, in the absence of considering the ECHT of the first work item, the second work item would be in a higher queue position than the first work item.

17. The contact center of claim 16, wherein the routing engine and the ECHT calculator are provided in the contact routing mechanism.

18. The contact center of claim 16, wherein the routing engine performs action (i), the contact center further comprising a work item status module adapted to determine a number of work items in the at least one work item queue having an ECHT less than a predetermined amount of time, determine that the number of work items in the work item queue having an ECHT less than the predetermined amount of time exceeds a predetermined number of work items, and trigger the creation of a fast track queue with all of the work items determined to have an ECHT less than the predetermined amount of time.

19. The contact center of claim 16, wherein the routing engine performs action

20. The contact center of claim 19, wherein the first and second work items are in a FIFO queue, wherein the second work item was received at the contact routing mechanism prior to the first work item, and wherein an ECHT of the second work item is larger than a predetermined amount of time.