ADAPTIVE THRESHOLDING

• US 20140270136A1
• Filed: 03/15/2013
• Published: 09/18/2014
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Reynolds, Brian J., Thomson, Rodney A.
• Granted Patent: US 10,805,461 B2
• Time in Patent Office: Days
• US Class Current: 379/265.03
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5234 Uniform load distribution

Abstract

The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change in the variable.

Claims

1. A method for determining an adaptive threshold, comprising:

specifying a variable, wherein the variable at least one of describes and is representative of a real-time state of a contact center;

specifying a threshold, wherein the threshold is related to the variable;

monitoring the variable; and

adjusting the threshold in relation to a change in the variable.

2. The method of claim 1, wherein the variable is related to at least one of an agent, a queue, and a skill.

3. The method of claim 1, wherein the variable is a first variable, and further comprising specifying a second variable, and wherein the second variable is related to the first variable.

4. The method of claim 1, wherein the threshold is a first threshold, and further comprising specifying a second threshold, wherein the first threshold is related to the second threshold, and wherein the second threshold is based on the variable.

5. The method of claim 2, further comprising performing an action in response to the threshold,

wherein the variable is related to an entity, and

wherein the action comprises notifying the entity of a status of the threshold.

6. The method of claim 2, further comprising performing an action in response to the threshold,

wherein the variable is related to an agent, and

wherein the action comprises notifying a supervisor of the agent of a status of the threshold.

7. The method of claim 5, wherein the notification is automated.

8. The method of claim 1, further comprising performing an action in response to the threshold, wherein the action comprises a change to the behavior of the contact center.

9. The method of claim 1, further comprising recording the adjustments to the threshold to obtain recorded data.

10. The method of claim 9, further comprising reporting the recorded data.

11. A non-transitory computer readable medium having stored thereon instructions that, when executed by a processor, perform a method comprising:

specifying a variable, wherein the variable at least one of describes and is representative of a real-time state of a contact center;

specifying a threshold, wherein the threshold is related to the variable;

monitoring the variable; and

adjusting the threshold in relation to a change in the variable.

12. A system, comprising:

a contact center, and a processor configured to;

specify a variable, wherein the variable at least one of describes and is representative of a real-time state of a contact center;

specify a threshold, wherein the threshold is related to the variable;

monitor the variable; and

adjust the threshold in relation to a change in the variable.

13. The system of claim 12, wherein the variable is related to at least one of an agent, a queue, and a skill.

14. The system of claim 12, wherein the variable is a first variable, and further comprising specifying a second variable, and wherein the second variable is related to the first variable.

15. The system of claim 12, wherein the variable is a first variable, and further comprising specifying a second variable, and wherein the second variable is related to the threshold.

16. The system of claim 13, wherein the processor is further configured to perform an action in response to the threshold,

wherein the variable is related to an agent, and

wherein the action comprises notifying the agent of a status of the threshold.

17. The system of claim 13, wherein the processor is further configured to perform an action in response to the threshold,

wherein the variable is related to an entity an agent, and

wherein the action comprises notifying at least one of the entity and a supervisor of the entity of a status of the threshold.

18. The system of claim 17, wherein the notification is automated.

19. The system of claim 12, wherein the processor is further configured to perform an action in response to the threshold, wherein the action comprises a change to the behavior of the contact center.

20. The system of claim 12, wherein the processor is further configured to record the adjustments to the threshold to obtain recorded data.