ENFORCEMENT OF CONTACT CENTER COMMUNICATION SESSION ROUTING BEHAVIORS

• US 20200137232A1
• Filed: 10/24/2018
• Published: 04/30/2020
• Est. Priority Date: 10/24/2018
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Krimstock, Roger I., Ockel, Dwayne W., Schin, Gregory P., Archer, Kevin, Nelson, Rusty
• Granted Patent: US 10,827,074 B2
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.

Claims

1. A system comprising:

a microprocessor; and

a computer readable medium coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to;

identify, in real-time, one or more routing characteristics for a communication session and/or agent session in a contact center network;

compare the one or more routing characteristics for the communication session and/or agent session to one more predefined routing characteristics that identify a wanted and/or unwanted communication session behavior in the contact center network; and

in response to identifying the wanted and/or unwanted communication session behavior in the contact center network, change routing of the communication session and/or agent session in the contact center network.

2. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is where the communication session is transferred back to an original call-in telephone number and/or an original Vector Directory Number (VDN) and wherein changing the routing of the communication session and/or agent session in the contact center network comprises preventing the communication session from being transferred back to the original call-in number and/or the original VDN.

3. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is where the communication session is conferenced with an original Vector Directory Number (VDN) and wherein changing the routing of the communication session and/or agent session in the contact center network comprises preventing the communication session from being conferenced with the original VDN.

4. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is where the communication session is transferred to a higher priority Vector Directory Number (VDN).

5. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is where the communication session is transferred multiple times between agent communication endpoints.

6. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is where a contact center agent answers a communication session but is silent.

7. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is where a contact center agent'"'"'s session is changed in a defined time period from available to auxiliary and then back to available.

8. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is a transfer before the transfer is accepted.

9. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is taking a break at an unscheduled time.

10. The system of claim 1, wherein the wanted and/or unwanted communication session behavior is a transfer outside the contact center network.

11. The system of claim 1, wherein the identified wanted and/or unwanted behavior is associated with an individual communication endpoint of a contact center agent and wherein changing the routing of the communication session and/or agent session in the contact center network comprises changing how future communication sessions are routed to and/or from the individual communication endpoint of the contact center agent.

12. The system of claim 1, wherein the microprocessor readable and executable instructions further program the microprocessor to:

compare the routing characteristics of a communication session to historical routing characteristics of previous communication sessions in the contact center; and

identify a potential wanted and/or unwanted communication session behavior in the contact center network, wherein the potential wanted and/or unwanted communication session is one of a statically learned behavior or a dynamically learned behavior.

13. The system of claim 12, wherein the microprocessor readable and executable instructions further program the microprocessor to:

implement the suggested change in how the future communication sessions are routed in the contact center network.

14. A method comprising:

identify, by a microprocessor, in real-time, one or more routing characteristics for a communication session and/or agent session in a contact center network;

comparing, by the microprocessor, the one or more routing characteristics for the communication session and/or agent session to one more predefined routing characteristics that identify a wanted and/or unwanted communication session behavior in the contact center network; and

in response to identifying the wanted and/or unwanted communication session behavior in the contact center network, changing, by the microprocessor, routing of the communication session and/or agent session in the contact center network.

15. The method of claim 14, wherein the wanted and/or unwanted communication session behavior is where the communication session is transferred back to an original call-in telephone number and/or an original Vector Directory Number (VDN) and wherein changing the routing of the communication session and/or agent session in the contact center network comprises preventing the communication session from being transferred back to the original call-in number and/or the original VDN.

16. The method of claim 14, wherein the wanted and/or unwanted communication session behavior is where the communication session is conferenced with an original Vector Directory Number (VDN) and wherein changing the routing of the communication session and/or agent session in the contact center network comprises preventing the communication session from being conferenced with the original VDN.

17. The method of claim 14, wherein the wanted and/or unwanted communication session behavior is at least one of:

where the communication session is conferenced with an original Vector Directory Number (VDN), where the communication session is transferred to a higher priority Vector Directory Number (VDN), where the communication session is transferred multiple times between agent communication endpoints, where a contact center agent answers the communication session but is silent, where a contact center agent'"'"'s session is changed in a defined time period from available to auxiliary and then back to available, a transfer before the transfer is accepted, taking a break at an unscheduled time, and a transfer outside the contact center network.

18. The method of claim 14, wherein the identified wanted and/or unwanted behavior is associated with an individual communication endpoint of a contact center agent and wherein changing the routing of the communication session and/or agent session in the contact center network comprises changing how future communication sessions are routed to and/or from the individual communication endpoint of the contact center agent.

19. The method of claim 14, further comprising:

comparing, by the microprocessor, the routing characteristics of a plurality of communication sessions to historical routing characteristics of previous communication sessions in the contact center; and

identifying, by the microprocessor, a potential wanted and/or unwanted communication session behavior in the contact center network, wherein the potential wanted and/or unwanted communication session behavior is one of a statically learned behavior or a dynamically learned behavior.

20. A non-transitory computer readable medium comprising computer readable instructions that cause a microprocessor to:

identify, in real-time, one or more routing characteristics for a communication session and/or agent session in a contact center network;

compare the one or more routing characteristics for the communication session and/or agent session to one more predefined routing characteristics that identify a wanted and/or unwanted communication session behavior in the contact center network; and

in response to identifying the wanted and/or unwanted communication session behavior in the contact center network, change routing of the communication session and/or agent session in the contact center network.