SYSTEM AND METHOD FOR MANAGING RESOURCES OF AN ENTERPRISE

• US 20160127553A1
• Filed: 10/31/2014
• Published: 05/05/2016
• Est. Priority Date: 10/31/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: McCormack, Tony, O'Connor, Neil, McGreevy, John
• Granted Patent: US 11,621,932 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service

Abstract

A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

Claims

1. A computer-implemented method for managing at least one resource in an enterprise, the method comprising:

establishing at least one web based chat communication session with at least one customer;

monitoring one or more parameters associated with the at least one web based chat communication session;

computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session; and

allocating the at least one resource to the web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

2. The method of claim 1, wherein the at least one web based chat communication session is an automated web based chat communication session.

3. The method of claim 1, wherein the at least one computed confidence score is compared with a threshold level.

4. The method of claim 3, further comprising optimizing the threshold level based on availability of the at least allocated resource.

5. The method of claim 1, wherein the at least one computed confidence score is dynamic.

6. The method of claim 1, wherein the at least one computed confidence score is computed by using at least one fuzzy logic.

7. The method of claim 1, further comprising enabling a supervisor to select the at least one resource based on the at least one computed confidence score.

8. The method of claim 1, further comprising routing the at least one web based chat communication session to the at least one allocated resource.

9. The method of claim 1, wherein the at least one allocated resource is one of a reserve agent, an agent, a supervisor, or a Subject Matter Expert (SME).

10. A resource managing computer system for managing at least one resource in an enterprise, the system comprising:

a communication interface for establishing at least one web based chat communication session with at least one customer;

a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session;

a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session; and

an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

11. The system of claim 10, wherein the at least one web based chat communication session is an automated web based chat communication session.

12. The system of claim 10, wherein the computing module further compares the at least one computed confidence score with a threshold level.

13. The system of claim 12, wherein the computing module further optimizes the threshold level based on availability of the at least one allocated resource.

14. The system of claim 10, wherein the computing module further computes the at least one computed confidence score by using at least one fuzzy logic.

15. The system of claim 10, wherein the at least one computed confidence score is dynamic.

16. The system of claim 10, wherein the computing module further optimizes a number of active web based chat communication sessions that require agent assistance.

17. The system of claim 10, further comprising a routing module for routing the at least one web based chat communication session to the at least one allocated resource.

18. The system of claim 10, wherein the at least one allocated resource is one of a reserve agent, an agent, a supervisor, or a Subject Matter Expert (SME).

19. A computer-implemented method for managing at least one resource in an enterprise, the method comprising:

establishing at least one web based chat communication session with at least one customer;

monitoring one or more parameters associated with the at least one web based chat communication session;

computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session;

allocating the at least one resource to the web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score; and

routing the at least one web based chat communication session to the at least one allocated resource.

20. The method of claim 19, further comprising comparing the at least one computed confidence score with a threshold level.