COLLECTIVE DYNAMICS

• US 20160379153A1
• Filed: 06/24/2015
• Published: 12/29/2016
• Est. Priority Date: 06/24/2015
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Matula, Valentine C., Skiba, David, Erhart, George
• Application Number:
  US14/748,400
• Publication Number:
  US 20160379153A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group

Abstract

Many factors can affect the operation of a contact center, especially contact centers utilizing human agents. An agent'"'"'s health may be utilized as a predictor of performance with respect to a particular task. Having sensors to gather health data are provided. The data may then be aggregated into a long-term health trend, which may be determined to indicate that a change in an agent'"'"'s performance is likely and may allow the contact center to reallocate tasks and/or other resources to accommodate the change in performance to mitigate the effect of the change in the agent'"'"'s health. Work tasks are then routed to agents accordingly.

Claims

1. A system comprising:

a network interface configured to receive a long-term health trend of an agent in a work pool;

a processor to determine an impact of the long-term health trend on a performance objective of the contact center and select a mitigation strategy to mitigate the long-term health trend on the performance objective;

an assignment module configured to assign a work task to a portion of the work pool in accord with the mitigation strategy; and

a switch configured to route the assigned work task to at least one agent of the portion of the work pool.

2. The system of claim 1, further comprising:

a sensor configured to receive a health indicating attribute of the agent and convert the received health indicating attribute into a long-term health trend datum; and

a data store configured to receive the long-term health trend datum for accesses by the network interface as a component of the long-term health trend.

3. The system of claim 2, wherein the processor is further configured to aggregate a plurality of long-term health trend datum into the long-term health trend.

4. The system of claim 1, wherein the long-term health trend of an agent further comprises a long-term health trend of a plurality of agents in the work pool.

5. The system of claim 1, wherein the long-term health trend of an agent further comprises a long-term health trend of a first population sample, which is determined to include the agent, with a previously determined certainty, and individuals not in the work pool.

6. The system of claim 5, wherein the long-term health trend further comprises an event affecting the first population sample.

7. The system of claim 6, wherein the event is an instance of a repeating event.

8. The system of claim 6, wherein at least one prior instance of the repeating event has affected a second population sample and the processor is further configured to determine the impact on the first population sample in accord with the impact of the at least one prior instance of the repeating event upon the second population sample.

9. The system of claim 1, wherein the mitigation strategy is associated with an alteration of the size of the portion of the work pool scheduled to perform the work task.

10. The system of claim 1, wherein the work item comprises a plurality of work items assignable to ones of the portion of the work pool.

11. The system of claim 1, wherein the long-term health trend comprises a physiological state variation from a baseline value observed over at least two work shifts of the agent.

12. A system comprising:

a sensor configured to receive a health-indicating attribute of the agent and convert the received health-indicating attribute into a long-term health trend datum;

a data store configured to receive the long-term health trend datum for access by the network interface as a component of the long-term health trend

a network interface configured to receive the long-term health trend of an agent in a work pool;

a processor to determine an impact of the long-term health trend on a performance objective of the contact center and select a mitigation strategy to mitigate the long-term health trend on the performance objective;

an assignment module configured to assign a portion of the work pool to perform a work task to in accord with the mitigation strategy; and

a switch configured to route the assigned work task to at least one agent of the portion of the work pool.

13. The system of claim 12, wherein the long-term health trend of an agent further comprises a long-term health trend of a plurality of agents in the work pool.

14. The system of claim 12, wherein the long-term health trend further comprises an event affecting the first population sample.

15. The system of claim 13, wherein the event is an instance of a repeating event and wherein at least one prior instance of the repeating event affected a second population sample and the processor is further configured to determine the impact in accord with an impact of the at least one prior instance of the repeating event upon the second population sample.

16. A method, comprising:

a network interface configured to receive a long-term health trend of an agent in a work pool;

a processor to determine an impact of the long-term health trend on a performance objective of the contact center and select a mitigation strategy to mitigate the long-term health trend on the performance objective;

an assignment module configured to assign a work task to a portion of the work pool in accord with the mitigation strategy; and

a switch configured to route the assigned work task to at least one agent of the portion of the work pool.

17. The method of claim 16, further comprising:

receiving, at a sensor, a health-indicating attribute of the agent;

converting the received health-indicating attribute into a long-term health trend datum; and

storing the long-term health trend datum in a data store configured for access by the network interface as a component of the long-term health trend.

18. The method of claim 16, wherein the health-indicating attribute of the agent further comprises a health-indicating attribute of the agent of a plurality of agents in the work pool.

19. The method of claim 16, wherein the long-term health trend of an agent further comprises a long-term health trend of a first population sample, which is determined to include the agent, with a previously determined certainty, and individuals not in the work pool

20. The method of claim 16, wherein the long-term health trend further comprises an event affecting the first population sample.