Scheduling an Agent Based On a Contact Center History

• US 20130202100A1
• Filed: 02/02/2012
• Published: 08/08/2013
• Est. Priority Date: 02/02/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Fagundes, Luciano Godoy
• Granted Patent: US 8,811,598 B2
• Time in Patent Office: Days
• US Class Current: 379/265.1
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

When a customer communicates with a contact center, a history of the communication is stored. The communication from the customer can be in various media, such as a voice call, a video call, an email, an Instant Message (IM), a text message, and/or a blog posting. The history includes a context such as a reason for the communication and a time of the communication. The history of the communication is used to determine a pattern of the communication based on the context. Using the pattern, a time that the customer will communicate with the contact center is predicted. An agent associated with the customer is scheduled to be available at the predicted time. The predicted time can also be based on future events such as a product release or an event such as a political event, a sports event, and/or a convention.

Claims

1. A method for managing a contact center comprising:

getting a history of one or more communications from a customer, wherein the one or more communications include a context;

determining a pattern from the history of the one or more communications from the context;

predicting a time that the customer will initiate communication with the contact center based on the pattern; and

scheduling an agent associated with the customer at the predicted time.

2. The method of claim 1, wherein predicting the time is based on a schedule of one or more future events.

3. The method of claim 1, further comprising the steps of:

determining a potential load on the associated agent based on a predicted load on the contact center at the predicted time; and

adjusting the potential load on the associated agent at or near the predicted time.

4. The method of claim 1, further comprising the step of notifying the associated agent of the predicted time that the customer will communicate.

5. The method of claim 1, further comprising the steps of:

determining if a communication from the customer is at the predicted time; and

responsive to the communication from the customer being at the predicted time, routing the communication from the customer to the associated agent.

6. The method of claim 5, wherein the communication from the customer is an audio call and further comprising the step of providing a notification to the customer that identifies the associated agent to the customer.

7. The method of claim 1, further comprising the steps of:

receiving a communication from the customer that is outside the predicted time; and

notifying the customer that the associated agent will be available at the predicted time.

8. The method of claim 1, wherein the context comprises a communication reason and a time of the communication.

9. The method of claim 1, further comprising the steps of:

waiting for the predicted time to be reached; and

responsive to reaching the predicted time, initiating a communication with the customer at or during the predicted time.

10. The method of claim 9, further comprising the steps of:

waiting to reach a defined time within the predicted time;

determining if the customer has made a communication to the contact center during the defined time within the predicted time; and

responsive to the customer not making a communication to the contact center during the defined time within the predicted time and reaching the defined time, initiating the communication with the customer.

11. The method of claim 1, wherein determining the pattern from the history of the one or more communications from the context is determined from a pattern of postings on a social network in relation to the history of the one or more communications from the customer.

12. A system for managing a contact center comprising:

a communication manager configured to get a history of one or more communications from a customer, wherein the one or more communications include a context;

a pattern detector configured to determine a pattern from the history of the one or more communications from the context; and

a scheduler configured to predict a time that the customer will initiate communication with the contact center based on the pattern and schedule an agent associated with the customer at the predicted time.

13. The system of claim 12, wherein predicting the time is based on a schedule of one or more future events.

14. The system of claim 12, further comprising a load manager configured to:

determine a potential load on the associated agent based on a predicted load on the contact center at the predicted time, and

adjust the potential load on the associated agent at or near the predicted time.

15. The system of claim 12, further comprising a notification system configured to notify the associated agent of the predicted time that the customer will communicate.

16. The system of claim 12, wherein the communication manager is further configured to:

determine if a communication from the customer is at the predicted time; and

responsive to the communication from the customer being at the predicted time, route the communication from the customer to the associated agent.

17. The system of claim 16, further comprising a notification system configured to provide a notification to the customer that identifies the associated agent to the customer.

18. The system of claim 12, wherein the communication manager is further configured to receive a communication from the customer that is outside the predicted time and a notification system configured to notify the customer that the associated agent will be available at the predicted time.

19. The system of claim 12, wherein the context comprises a communication reason and a time of the communication.

20. The system of claim 12, wherein the communication manager is further configured to wait for the predicted time to be reached and responsive to reaching the predicted time, initiate a communication with the customer at or during the predicted time.

21. The system of claim 20, wherein the communication manager is further configured to:

wait to reach a defined time within the predicted time,

determine if the customer has made a communication to the contact center during the defined time within the predicted time, and

responsive to the customer not making a communication to the contact center during the defined time within the predicted time and reaching the defined time, initiate the communication with the customer.

22. The system of claim 12, wherein determining the pattern from the history of the one or more communications from the context is determined from a pattern of postings on a social network in relation to the history of the one or more communications from the customer.