PRE-LOGIN AGENT MONITORING

• US 20160286047A1
• Filed: 03/27/2015
• Published: 09/29/2016
• Est. Priority Date: 03/27/2015
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Matula, Valentine C., Skiba, David, Erhart, George
• Application Number:
  US14/670,789
• Publication Number:
  US 20160286047A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

An agent may be qualified to perform a number of tasks, each requiring different levels of mental and/or physical ability. Prior to scheduling the agent to work a particular task, a scheduling process receives biometric data for the agent and, based on the biometric data and the demands of the various tasks, schedules the agent to work on one task versus another task. As a benefit, the agent'"'"'s present abilities and/or impairments may be better utilized by scheduling the agent to perform tasks for which they are better suited and/or not scheduling the agent to perform tasks for which they are less well suited. Agents may be incentivized to provide the biometric data and/or maintain their ability to be able to perform certain tasks.

Claims

1. A system comprising:

a network interface configured to receive, at a first time, a baseline biometric data of a first agent and, at a second time later than the first time, a screening biometric data of the first agent;

a processor determining whether a difference between the baseline biometric data of the first agent and the screening biometric data of the first agent indicates an impairment of the first agent; and

upon the processor determining the impairment of the first agent, a scheduling module configured to assign the first agent to a selected one of a first task and a second task in accord with the difference between the baseline biometric data of the first agent and the screening biometric data of the first agent indicating the first agent is better suited to the selected one of the first task and the second task.

2. The system of claim 1, further comprising:

the network interface being further configured to receive, at a third time, a baseline biometric data of a second agent and, at a fourth time later than the third time, a screening biometric data of the second agent;

the processor determining a difference between the baseline biometric data of the second agent and the screening biometric data of the second agent indicates a lack of impairment of the second agent; and

wherein the scheduling module is further configured to assign the first agent to the selected one of the first task and the second task upon determining the screening biometric data of the second agent is better suited to the non-selected one of the first task and the second task.

3. The system of claim 1, wherein the scheduling module is further configured to assign a second agent to the non-selected one of the first task and the second task.

4. The system of claim 1, further comprising:

a compensation module configured to determine whether the network interface has received valid biometric data from the first agent and modify a compensation of the first agent in accord with the first agent providing valid biometric data.

5. The system of claim 1, further comprising:

a compensation module configured to modify a compensation of the first agent upon determining the screening biometric data of the first agent qualifies the first agent to be assigned to the selected one of the first task and the second task, without regard to the first agent performing the selected one of the first task and the second task.

6. The system of claim 1, wherein the scheduling module assigns the first agent to the selected one of the first task and the second task at a fifth time, the fifth time being determined in accord with the screening biometric data sufficiently accurately predicting suitability of the first agent to perform the selected one of the first task and the second task at a second time in which the selected first task and second task is to be performed.

7. The system of claim 1, further comprising:

a database comprising a record further comprising a historic biometric data of the first agent and an associated measured performance of the first agent performing a prior first task, being substantially similar to the first task, and a prior second task, being substantially similar to the second task; and

the scheduling module determines the first agent is better suited for the selected one of the first task and the second task in accord with the historic biometric data indicating a greater suitability of the first agent to one of the first prior task and the second prior task.

8. The system of claim 1, further comprising:

the scheduling module being further configured to assign the first agent to the selected one of the first task and the second task in accord with the screening biometric data of the first agent indicating the performance of a prerequisite activity, by the first agent, for the selected one of the first task and the second task.

9. The system of claim 1, wherein:

the first task comprises a real-time interaction with a customer and the second task comprises a non-real-time interaction with the customer;

the scheduling module is further configured to assign the first task to the first agent upon determining the screening biometric data of the first agent indicates suitability to conduct real-time interactions; and

the scheduling module is further configured to assign the second task to the first agent upon determining the screening biometric data of the first agent indicates non-suitability to conduct real-time interactions.

10. A method comprising:

accessing, by a processor, a baseline biometric data of a first agent at a first time and, at a second time later than the first time, a screening biometric data of the first agent;

determining, by the processor, whether a difference between the baseline biometric data of the first agent and the screening biometric data of the first agent indicates an impairment of the first agent; and

upon the processor determining the impairment of the first agent, scheduling the first agent to a selected one of a first task and a second task in accord with the difference between the baseline biometric data of the first agent and the screening biometric data of the first agent indicating the first agent is better suited to the selected one of the first task and the second task.

11. The method of claim 10, further comprising:

accessing, by the processor, baseline biometric data of a second agent at a third time and, at a fourth time, later than the third time, a screening biometric data of the second agent;

determining, by the processor, a difference between the baseline biometric data of the second agent and the screening biometric data of the second agent indicates a lack of impairment of the second agent and

the step of scheduling further comprises scheduling the first agent to the selected one of the first task and the second task in accord with the screening biometric data of the second agent being better suited to the non-selected one of the first task and the second task.

12. The method of claim 10, further comprising scheduling a second agent to the non-selected one of the first task and the second task.

13. The method of claim 10, further comprising:

modifying a compensation of the first agent in accord with the first agent facilitating the accessing of the screening biometric data of the first agent, upon determining that the screening biometric data is valid.

14. The method of claim 10, further comprising:

modifying a compensation of the first agent upon determining the screening biometric data of the first agent qualifies the first agent to be assigned to the selected one of the first task and the second task, without regard to the first agent performing the selected one of the first task and the second task.

15. The method of claim 10, further comprising scheduling the first agent to the selected one of the first task and the second task at a fifth time, the fifth time being determined in accord with the screening biometric data being sufficiently predictive of the suitability of the first agent to perform the selected one of the first task and the second task at a second time in which the selected first task and the second task is to be performed.

16. The method of claim 10, further comprising:

accessing a historic biometric data of the first agent and an associated measured performance of the first agent performing at least one of a prior first task, being substantially similar to the first task, and a prior second task, being substantially similar to the second task; and

determining the first agent is better suited for the selected one of the first task and the second task in accord with the historic biometric data indicating a greater suitability of the first agent to one of the first prior task and the second prior task.

17. The method of claim 10, further comprising:

assigning the first agent to the selected one of the first task and the second task in accord with the screening biometric data indicating the performance of a prerequisite activity, by the first agent, for the selected one of the first task and the second task.

18. The method of claim 10, further comprises:

assigning in a first order of execution, the selected one of the first task and the second task in accord with the screening biometric data and, in a second order of execution, the non-selected one of the first task and the second task.

19. A system, comprising:

means to access, by a processor and at a first time, a baseline biometric data of a first agent and, at a second time later than the first time, a screening biometric data of the first agent;

means to determine, by the processor, whether a difference between the baseline biometric data of the first agent and the screening biometric data of the first agent indicates an impairment of the first agent; and

means to schedule, by the processor, upon determining the impairment of the first agent, the first agent to a selected one of a first task and a second task in accord with the difference between the baseline biometric data of the first agent and the screening biometric data of the first agent indicating the first agent is better suited to the selected one of the first task and the second task.

20. The system of claim 19, further comprising:

means to receive, by the processor and at a third time, a baseline biometric data of a second agent and, at a fourth time later than the third time, a screening biometric data of the second agent;

means to determine, by the processor, a difference between the baseline biometric data of the second agent and the screening biometric data of the second agent indicates a lack of impairment of the second agent; and

means to schedule the first agent to the selected one of the first task and the second task in accord with the screening biometric data of the second agent being better suited to the non-selected one of the first task and the second task.