STACKABLE STRATEGIES

• US 20150095081A1
• Filed: 10/01/2013
• Published: 04/02/2015
• Est. Priority Date: 10/01/2013
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Steiner, Robert C.
• Application Number:
  US14/043,296
• Publication Number:
  US 20150095081A1
• Time in Patent Office: Days
• US Class Current: 705/7.15
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work

Abstract

A contact center is provided with the ability to easily modify, change, append, delete, or create new strategies. Contact center strategies are provided with the ability to be stacked on one another, thereby creating a combination strategy. The combination strategy may hierarchically represent and perform the individual strategies that constitute the combination strategy. Moreover, individual strategies can be removed, added, or replaced with other individual strategies, thereby providing a simple and efficient way for changing the behavior of the combination strategy.

Claims

1. A method, comprising:

stacking a first strategy with a second strategy to create a stacked strategy, wherein the first strategy corresponds to a first set of executable tasks performable by a work assignment engine of a contact center and the second strategy corresponds to a second set of executable tasks performable by the work assignment engine; and

executing the stacked strategy with the work assignment engine according to an order in which the first strategy is stacked with the second strategy.

2. The method of claim 1, wherein the order in which the first strategy is stacked with the second strategy dictates that the first strategy is executed before the second strategy.

3. The method of claim 2, wherein each task in the first set of executable tasks are performed before any task in the second set of executable tasks.

4. The method of claim 1, wherein the first set of executable tasks comprises a plurality of tasks.

5. The method of claim 4, wherein the first strategy further comprises a rule set which defines one or more conditions associated with processing the plurality of tasks in the first set of executable tasks.

6. The method of claim 5, wherein the one or more conditions comprise at least one of conditions related to previously-processed tasks, conditions related to a contact center state, and conditions related to a resource status.

7. The method of claim 4, wherein the plurality of tasks in the first set of executable tasks are hierarchically ordered and wherein the plurality of tasks are performed according to their position within the hierarchical order.

8. The method of claim 1, further comprising:

receiving a new rule associated with the execution of a strategy;

determining that the new rule is to be added to at least one of the first and second strategy; and

incorporating the new rule into the at least one of the first and second strategy.

9. The method of claim 8, further comprising:

compiling the stacked strategy such that the work assignment engine follows the new rule when executing the stacked strategy.

10. The method of claim 1, wherein the first set of executable tasks and the second set of executable tasks comprises at least one task associated with changing a status of a contact center entity.

11. The method of claim 10, wherein the contact center entity comprises at least one of a contact center resource, a work item, and a service.

12. A non-transitory computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising:

instructions configured to stack a first strategy with a second strategy to create a stacked strategy, wherein the first strategy corresponds to a first set of executable tasks performable by a work assignment engine of a contact center and the second strategy corresponds to a second set of executable tasks performable by the work assignment engine; and

instructions configured to execute the stacked strategy with the work assignment engine according to an order in which the first strategy is stacked with the second strategy.

13. The computer readable medium of claim 12, wherein the order in which the first strategy is stacked with the second strategy dictates that the first strategy is executed before the second strategy and wherein each task in the first set of executable tasks are performed before any task in the second set of executable tasks.

14. The computer readable medium of claim 12, wherein the first set of executable tasks comprises a plurality of tasks.

15. The computer readable medium of claim 14, wherein the first strategy further comprises a rule set which defines one or more conditions associated with processing the plurality of tasks in the first set of executable tasks.

16. The computer readable medium of claim 15 wherein the one or more conditions comprise at least one of conditions related to previously-processed tasks, conditions related to a contact center state, and conditions related to a resource status.

17. The computer readable medium of claim 14, wherein the plurality of tasks in the first set of executable tasks are hierarchically ordered and wherein the plurality of tasks are performed according to their position within the hierarchical order.

18. The computer readable medium of claim 12, wherein the first set of executable tasks and the second set of executable tasks comprises at least one task associated with changing a status of a contact center entity.

19. A contact center, comprising:

a work assignment engine configured to execute a stacked strategy that comprises a plurality of individual strategies, each of the individual strategies comprising discrete tasks and one or more rules defining conditions for performing the discrete tasks, wherein the work assignment engine executes the stacked strategy in accordance with an order in which individual strategies are stacked such that discrete tasks from a first individual strategy are performed before discrete tasks from a second individual strategy.

20. The contact center of claim 19, wherein the stacked strategy is configured to be at least one of statically and dynamically stacked with an additional strategy.