SYSTEM AND METHOD FOR MANAGING ALLOCATION OF RESOURCES

• US 20160150085A1
• Filed: 11/25/2014
• Published: 05/26/2016
• Est. Priority Date: 11/25/2014
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: McDonnell, Martin, Agnew, Ciaran, McCormack, Tony, O'Connor, Neil
• Application Number:
  US14/552,729
• Publication Number:
  US 20160150085A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A computing system for managing a plurality of resources in an enterprise is disclosed. The computing system includes a monitoring one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources. The system further includes a database for storing the one or more monitored attributes. The system further includes a computing module for computing a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored attributes. The system further includes an agent selection module for selecting at least one resource from the plurality of resources based on the computed contact time parameter. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.

Claims

1. A computing system for managing a plurality of resources in an enterprise, the system comprising:

a processor;

a computer-readable medium coupled to the processor, the medium comprising one or more computer readable instructions, the processor executing the one of more computer readable instructions to;

monitor attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources;

store the monitored attributes in a database;

compute a contact time parameter for the each of the at least one resource of the plurality of resources based on the stored monitored attributes;

select a resource from the plurality of resources based on the computed contact time parameter; and

route a communication session for an incoming contact to the selected resource.

2. The system of claim 1, wherein the processor further extracts at least one keyword from the at least one communication session.

3. The system of claim 2, wherein the extracted keyword is stored in the database.

4. The system of claim 1, wherein the processor further calculates a score for each of the resource of the plurality of resources based on the computed contact time parameter.

5. The system of claim 1, wherein the processor further ranks the computed contact time parameter based on the calculated score.

6. The system of claim 5, wherein the contact time parameter for each of the plurality of resources is ranked based on at least one business strategy.

7. The system of claim 5, wherein the processor further selects the at least one resource based on the ranks of each of the computed contact time parameters associated with the plurality of the resources.

8. The system of claim 1, wherein the processor further enables a supervisor to manually select the at least one resource from the plurality of resources.

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

10. A computer-implemented method for managing a plurality of resources in an enterprise, the method comprising:

monitoring, by a processor, one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources;

storing, by the processor, the one or more monitored attributes in at least one database;

computing, by the processor, a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored monitored attributes;

selecting, by the processor, a resource from the plurality of resources based on the computed contact time parameter; and

routing, by the processor, a communication session for an incoming contact to the selected resource.

11. The method of claim 10, wherein the processor further extracts at least one keyword from the at least one communication session.

12. The method of claim 11, further stores the extracted keyword in the at least one database.

13. The method of claim 10, wherein the processor further calculates a score for each of the resource of the plurality of resources based on the computed contact time parameter.

14. The method of claim 10, wherein the processor further ranks the computed contact time parameter based on the calculated score.

15. The method of claim 14, wherein the processor further selects the at least one resource based on the rank of each of the computed contact time parameters.

16. The method of claim 10, wherein the processor further enables a supervisor to manually select the at least one resource from the plurality of resources.

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

18. A computer-implemented method for selecting at least one resource for at least one communication session in an enterprise, the method comprising:

monitoring, by a processor, one or more attributes of the at least one communication session between at least one customer and the at least one resource of a plurality of resources;

storing, by the processor, the one or more monitored attributes in at least one database;

computing, by the processor, a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored monitored attributes;

selecting, by the processor, at least one resource from the plurality of resources based on the computed contact time parameter, wherein the at least one resource is selected by ranking the computed contact time parameter; and

routing, by the processor, at least one communication session for an incoming contact to the at least one selected resource to provide customer service.

19. The method of claim 18, wherein the processor further calculates a score for each of the resource of the plurality of resources based on the computed contact time parameter.

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