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AUTOMATED SCHEDULING OF CONTACT CENTER AGENTS USING REAL-TIME ANALYTICS

  • US 20180091651A1
  • Filed: 09/28/2016
  • Published: 03/29/2018
  • Est. Priority Date: 09/28/2016
  • Status: Active Grant
First Claim
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1. A system for automatically scheduling contact center agents using real-time analytics, comprising:

  • an analytics server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to receive at least a plurality of interaction-specific information from a plurality of contact center systems, and configured to analyze at least a portion of the plurality of interaction-specific information, and configured to provide at least a portion of the analysis results to a scheduling server;

    a scheduling server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to maintain a schedule for each of a plurality of contact center agents, the schedule comprising at least a plurality of work items and a plurality of time-based scheduling information, and configured to receive a plurality of analysis information from an analytics server, and configured to produce a plurality of scheduling events based at least in part on at least a portion of the received analysis information, and configured to operate on at least an agent schedule based at least in part on a portion of the plurality of scheduling events; and

    an agent queueing server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to receive at least a plurality of agent-specific information from a plurality of agent workstations, the agent-specific information comprising at least an agent'"'"'s current status, and configured to operate on at least a portion of a plurality of agent workstations to configure at least an agent'"'"'s current status, the configuration being based at least in part on an agent schedule;

    wherein the agent queuing server, on receipt of a notification from the scheduling server, places an agent'"'"'s current status to an unavailable state within a call queue and schedules immediate training for the agent;

    wherein the notification is based on a recognized pattern, by the analytics server, from the plurality of interaction-specific information.

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