FLOWING SKILL REQUEST VECTORS TO WORKFORCE HIRING TOOLS

• US 20160098665A1
• Filed: 10/01/2014
• Published: 04/07/2016
• Est. Priority Date: 10/01/2014
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Matula, Valentine C., Erhart, George
• Application Number:
  US14/504,273
• Publication Number:
  US 20160098665A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task

Abstract

Systems are provided for the automatic analysis of skills in a contact center. More particularly to skills that are available, skills that are requested, and the difference between the two. The system may then determine a number of solutions that, if implemented by the contact center, would allow the contact center to have the skill differential. A decision is then made whereby a factor is utilized to select the more optimal solution from the number of solutions.

Claims

1. An automated workforce management system, comprising:

a work assignment engine of a contact center comprising an output; and

a processor configured to;

access, from the output, a requested skill for a work item and a selected skill for the work item;

derive a skill differential based on the requested skill and the selected skill;

derive a plurality of solutions to provide the skill differential to at least one of the contact center and an agent within the contact center;

access a factor to optimize;

select one of the plurality of solutions in accord with the factor; and

report the selected one of the plurality of solutions.

2. The system of claim 1, wherein the processor is further configured to derive at least one of the plurality of solutions based on a resource estimated to hire a first candidate having the skill differential.

3. The system of claim 2, wherein the processor is further configured to derive at least one of the plurality of solutions based on a resource estimated to hire a second candidate having the skill differential.

4. The system of claim 1, wherein the processor is further configured to derive at least one of the plurality of solutions based on a resource estimated to train an agent of the contact center cause the agent to acquire the skill differential.

5. The system of claim 4, wherein the processor is further configured to access at least one predicting skill associated with the skill differential and determine the resource to train the agent to acquire the skill differential with the agent having the predicting skill.

6. The system of claim 5, wherein the processor is further configured to determine the resource to include the benefit of the agent having the skill differential and the predicting skill.

7. The system of claim 6, wherein the benefit of the predicting skill and the skill differential is different than the sum of the benefit of the predicting skill and the sum of the skill differential.

8. The system of claim 4, wherein the resource is at least one trained agent having a work skill and a training skill and is unable, at least in part, to perform the work skill when assigned to perform the training skill.

9. An automated workforce management system, comprising:

a work assignment engine of a contact center comprising an output; and

a processor configured to;

access, from the output, a selected skill to process a work item wherein the selected skill has an estimated attrition rate;

select a substitute skill to be utilized for processing the work items requesting the selected skill in the absence of the selected skill;

access a factor to optimize;

select one of the plurality of solutions in accord with the factor; and

report the selected one of the plurality of solutions.

10. The system of claim 9, wherein the selected skill has an attrition rate further determined by a workforce reduction plan to reduce the selected skill.

11. The system of claim 9, wherein the processor is further configured to derive at least one of the plurality of solutions based on a resource estimated to hire a first candidate having the substitute skill.

12. The system of claim 9, wherein the processor is further configured to derive at least one of the plurality of solutions based on a resource estimated to train an agent of the contact center cause the agent to have the substitute skill.

13. The system of claim 12, wherein the agent has the selected skill.

14. The system of claim 9, wherein the processor is further configured to derive at least one of the plurality of solutions based on a resource estimated to terminate an agent of the contact center having the selected skill.

15. The system of claim 12, wherein the processor is further configured to access at least one predicting skill associated with the substitute skill and determine the resource to train the agent having the predicting still to acquire the substitute skill.

16. The system of claim 12, wherein the processor is further configured to derive at least one of the plurality of solutions based on a resource estimated to hire a new agent of the contact center having the selected skill, a time for the new agent to become operational, and the difference between the time the new agent becomes operational and the time estimated attrition will cause a need for the contact center to acquire the new agent.

17. The system of claim 12, wherein the processor is further configured to derive at least one of the plurality of solutions based on a resource estimated to train an agent of the contact center to acquire the selected skill, a time for the agent to become operational, and the difference between the time the agent to becomes operational with the selected skill and the time estimated attrition will cause a need for the contact center to have the agent operational wit the selected skill.

18. An automated workforce management system, comprising:

a work assignment engine of a contact center comprising an output; and

a processor configured to;

access, from the output, a selected skill to process a work item wherein the selected skill has an estimated attrition rate;

select a substitute skill to be utilized for processing the work items requesting the selected skill in the absence of the selected skill;

select an agent having the substitute still and not having the selected skill;

access a factor to optimize;

select one of the plurality of solutions in accord with the factor; and

report the selected one of the plurality of solutions.

19. The system of claim 18, wherein the processor is further configured to derive at least one of the plurality of solutions based on training the agent to acquire the selected skill wherein the substitute skill in combination with the selected skill has a value different than the sum of the value of the substitute skill and value of the selected skill.

20. The system of claim 19, wherein the processor is further configured to derive at least one of the plurality of solutions based on hiring a replacement agent having the selected skill.