Automatic dynamic changing of agents' call-handling assignments

• US 5,903,641 A
• Filed: 01/28/1997
• Issued: 05/11/1999
• Est. Priority Date: 01/28/1997
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Tonisson, Alan V.
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/790,010
• Time in Patent Office: 833 Days
• Field of Search: 379/265, 379/266, 379/309, 379/210, 379/211, 379/212, 370/270
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

An agent vector monitors selected performance parameters of a call center, such as service times, in-queue times, call volumes, call abandonment rates, benefits derived from having different agents handle calls requiring different skills, proportions of work spent by agents on handling calls requiring different skills, etc., and automatically adjusts agents'"'"' call-handling assignments, for example, by changing the skills to which an agent is assigned or by changing the relative priorities of the agent'"'"'s skills, in order to optimize a predefined objective. The objective is a selected performance characteristic of the call center, for example, the total benefit to the call center of individual ones of the agents handling calls requiring individual agent skills.

Claims

1. An arrangement for automatically assigning call center agents to skills in a call center wherein individual calls requiring different skills are handled by a plurality of agents who are individually assigned to different ones of the skills, comprising:

means for automatically determining present values of call center parameters that impact a predetermined performance characteristic of the call center, which characteristic is sought to be optimized, the parameters including a parameter indicating actual assignments of the plurality of call center agents to work handling calls requiring individual ones of the skills;

means for automatically performing an optimization function, using the determined present values, on the predetermined performance characteristic to determine optimum assignments of the plurality of call center agents to skills that optimize the predetermined performance characteristic; and

means for automatically adjusting the actual assignments of the plurality of call center agents to skills, to bring the actual assignments closer to the determined optimum assignments.

2. The arrangement of claim 1 wherein:

the predetermined performance characteristic comprises a total benefit to the call center of individual ones of the agents handling calls requiring individual ones of the skills.

3. The arrangement of claim 1 wherein:

the parameter of the actual assignments of the plurality of call center agents to skills includes a parameter (R_s,a) of proportions of work that individual ones of the agents (a) spend handling calls requiring individual ones of the skills (s).

4. The arrangement of claim 3 wherein:

the predetermined performance characteristic comprises a total benefit (B) to the call center of the individual ones of the agents (a) handling calls requiring the individual ones of the skills (s).

5. The arrangement of claim 4 wherein:

the call center parameters further include

for each agent (a) and each skill (s), a benefit (L_s,a) to the call center of aid each agent (a) handling calls requiring said each skill (s) per unit of time,

for each skill (s), a volume (A_s) of abandoned calls requiring said each skill (s), and

for each skill (s), a penalty (P_s) for each abandoned call requiring said each skill (s).

6. The arrangement of claim 5 wherein performing the optimization function comprises

maximizing ##EQU9##

7. The arrangement of claim 5 wherein:

the call center parameters further include

for each agent (a) and each skill (s), a capacity (C_s,a) of said each agent (a) to handle calls requiring said each skill (s), and

for each skill (s), a volume (V_s) of arriving calls requiring said each skill (s); and

performing the optimization function comprises

maximizing ##EQU10##

8. The arrangement of claim 5 wherein:

the call center parameters further include

for each skill (s), a weight (W_s) associated with said each skill (s); and

performing the optimization function comprises

maximizing ##EQU11##

9. The arrangement of claim 4 wherein:

the call center parameters further include

for each agent (a) and each skill (s), a benefit (B_s,a) to the call center of said each agent (a) handling a call requiring said each skill (s),

for each agent (a) and each skill (s), a capacity (C_s,a) of said each agent (a) to handle calls requiring said each skill (s),

for each skill (s), a volume (A_s) of abandoned calls requiring said each skill (s), and

for each skill (s), a penalty (P_s) for each abandoned call requiring said each skill (s).

10. The arrangement of claim 9 wherein:

performing the optimization function comprises

maximizing ##EQU12##

11. The arrangement of claim 4 wherein:

the call center parameters further include

for each agent (a) and each skill (s), a benefit (B_s,a) to the call center of said each agent (a) handling a call requiring said each skill (s),

for each agent (a) and each skill (s), a volume (V_s,a) of calls requiring said each skill (s) handled by said each agent (a),

for each skill (s), a volume (A_s) of abandoned calls requiring said each skill (s), and

for each skill (s), a penalty (P_s) for each abandoned call requiring said each skill (s).

12. The arrangement of claim 11 wherein:

performing the optimization function comprises

maximizing ##EQU13##

13. The arrangement of claim 4 wherein:

the call center parameters further include

for each agent (a) and each skill (s), a benefit (B_s,a) to the call center of said each agent (a) handling a call requiring said each skill (s),

for each agent (s) and each skill (s), a capacity (C_s,a) of said each agent (a) to handle calls requiring said each skill (s),

for each skill (s), a volume (A_s) of abandoned calls requiring said each skill (s), and

for each skill (s), a penalty (P_s) for each abandoned call requiring said each skill (s).

14. The arrangement of claim 13 wherein:

performing the optimization function comprises

maximizing ##EQU14##

15. The arrangement of claim 4 wherein:

the call center parameters further include

for each agent (a) and each skill (s), a benefit (B_s,a) to the call center of said each agent (a) handling a call requiring said each skill (s),

for each skill (s), a volume (V_s) of arriving calls requiring said each skill (s),

for each skill (s), a volume (A_s) of abandoned calls requiring said each skill (s), and

for each skill (s), a penalty (P_s) for each abandoned call requiring said each skill (s).

16. The arrangement of claim 15 wherein:

performing the optimization function comprises

maximizing ##EQU15##

17. The arrangement of claim 1 wherein:

the parameter of the actual assignments of the plurality of call center agents to skills includes a parameter of actual proportions of work that individual ones of the agents spend handling calls requiring individual ones of the skills;

the optimum assignments of the plurality of call center agents to skills include optimum proportions of work for individual ones of the agents to spend handling calls requiring the individual ones of the skills; and

the adjusting means comprise

means for assigning an individual agent to handle calls requiring an individual skill in response to the optimum proportion of work for the individual agent to spend handling calls requiring the individual skill exceeding the actual proportion of work that the individual agent spent handling calls requiring the individual skill and the individual agent not being assigned to handle calls requiring the individual skill, and for freeing the individual agent from handling calls requiring the individual skill in response to the actual proportion of work that the individual agent spent handling calls requiring the individual skill exceeding the optimum proportion of work for the individual agent to spend handling calls requiring the individual skill and the individual agent being assigned to handle calls requiring the individual skill.

18. A method of automatically assigning call center agents to skills in a call center wherein individual calls requiring different skills are handled by a plurality of agents who are individually assigned to different ones of the skills, comprising the steps of:

automatically determining present values of call center parameters that impact a predetermined performance characteristic of the call center, which characteristic is sought to be optimized, the parameters including a parameter indicating actual assignments of the plurality of call center agents to work handling calls requiring individual ones of the skills;

automatically performing an optimization function, using the determined present values, on the predetermined performance characteristic to determine optimum assignments of the plurality of call center agents to skills that optimize the predetermined performance characteristic; and

automatically adjusting the actual assignments of the plurality of call center agents to skills, to bring the actual assignments closer to the determined optimum assignments.

19. The method of claim 18 wherein:

the predetermined performance characteristic comprises a total benefit to the call center of individual ones of the agents handling calls requiring individual ones of the skills.

20. The method of claim 18 wherein:

the parameter of the actual assignments of the plurality of call center agents to skills includes a parameter of proportions of work that individual ones of the agents spend handling calls requiring individual ones of the skills;

the step of performing comprises the step of

automatically determining optimum proportions of work for individual ones of the agents to spend handling calls requiring individual ones of the skills; and

the step of adjusting comprises the step of

bringing the actual proportions closer to the optimum proportions.

21. The method of claim 20 wherein:

the step of bringing comprises the steps of

assigning an individual agent to handle calls requiring an individual skill in response to the optimum proportion for the individual agent exceeding the actual proportion for the individual agent and the individual agent not being assigned to handle calls requiring the individual skill, and

freeing the individual agent from handling calls requiring the individual skill in response to the actual proportion for the individual agent exceeding the optimum proportion for the individual agent and the individual agent being assigned to handle calls requiring the individual skill.

22. A computer-usable program storage device having embodied therein means for automatically assigning call center agents to skills in a call center, wherein individual calls requiring different skills are handled by a plurality of agents who are individually assigned to different ones of the skills, said means being computer-readable program code means for causing the computer to perform the functions of:

determining present values of call center parameters that impact a predetermined performance characteristic of the call center, which characteristic is sought to be optimized, the parameters including a parameter indicating actual assignments of the plurality of call center agents to work handling calls requiring individual ones of the skills;

performing an optimization function, using the determined present values, on the predetermined performance characteristic to determine optimum assignments of the plurality of call center agents to skills that optimize the predetermined performance characteristic; and

adjusting the actual assignments of the plurality of call center is agents to skills, to bring the actual assignments closer to the determined optimum assignments.

23. The device of claim 22 wherein:

the predetermined performance characteristic comprises a total benefit to the call center of individual ones of the agents handling calls requiring individual ones of the skills.

24. The device of claim 22 wherein:

the parameter of the actual assignments of the plurality of call center agents to skills includes a parameter of proportions of work that individual ones of the agents spend handling calls requiring individual ones of the skills;

the step of performing comprises the step of

determining optimum proportions of work for individual ones of the agents to spend handling calls requiring individual ones of the skills; and

the step of adjusting comprises the step of

bringing the actual proportions closer to the optimum proportions.

25. The device of claim 24 wherein:

the step of bringing comprises the steps of

assigning an individual agent to handle calls requiring an individual skill, in response to the optimum proportion for the individual agent exceeding the actual proportion for the individual agent and the individual agent not being assigned to handle calls requiring the individual skill; and

freeing the individual agent from handling calls requiring the individual skill, in response to the actual proportion for the individual agent exceeding the optimum proportion for the individual agent and the individual agent being assigned to handle calls requiring the individual skill.