Method and apparatus for determining agent availability based on level of uncompleted tasks

• US 5,926,539 A
• Filed: 09/12/1997
• Issued: 07/20/1999
• Est. Priority Date: 09/12/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Shtivelman, Yuri
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/928,211
• Time in Patent Office: 676 Days
• Field of Search: 379/265, 379/266, 379/309, 379/88.13, 379/88.22, 379/93.24, 379/100.08, 379/209, 395/200.36, 395/200.37, 395/672, 395/682
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• CPC Class Codes: H04M 7/126 Interworking of session control protocols

Abstract

A software routine for a multimedia-capable call center checks for active status of the telephone, active communication with clients via a computer station available to an agent, and the level of uncompleted tasks in a storage system adapted for listing tasks for an agent to complete, such as messages to answer. The software routine returns Agent Busy if there is an active network call or the level of uncompleted tasks is above a preset level, and Agent Available if there are no active network calls and the level of uncompleted tasks is at or below the preset level. The software routine is adapted to operate with call-center management software including Computer-Telephony Integrated (CTI) systems wherein CTI servers are connected to telephony switches to provide enhanced functionality.

Claims

1. A method of determining Busy/Available status for an agent at an agent station in a call center, comprising the steps of:

(a) checking for an ongoing live network call at the agent station;

(b) checking an e-task queue at the agent station for uncompleted e-tasks; and

(c) determining that the agent is available only if there is no ongoing live network call, and the level of uncompleted e-tasks in the e-task queue is below a predetermined level.

2. The method of claim 1 wherein the e-mail queue stores as e-tasks one or more electronic mail messages, voice mail messages, and video messages.

3. In a call center wherein agent tasks to be performed other than communication with clients are listed and monitored electronically, a method for determining an agent in a call center is either busy or available, comprising the steps of:

(a) determining if the agent is engaged in a live network call;

(b) presetting a comparison level for uncompleted tasks for the agent; and

(c) determining that the agent is available only if the agent is not engaged in a live network call and the level of uncompleted tasks is below the preset comparison level.

4. The method of claim 3 wherein tasks other than communication with clients involves answering stored e-mails, and the level of uncompleted tasks comprises a number of unanswered e-mail messages.

5. A telephony system adapted to accomplish agent-level routing, comprising:

a router adapted for selecting a best-fit agent at an agent station for receiving an incoming call; and

a call routine for determining if the best fit agent is available or busy;

wherein the agent is determined to be available only if the agent is not involved in a live network call and a level of uncompleted tasks is below a preset comparison level.

6. The telephony system of claim 5 wherein the router and the call routine operate at a call center comprising a telephony switch through which calls to agents are routed.

7. The telephony system of claim 6 wherein the call routine is executed on a computer-telephony integration (CTI) server connected to the telephony switch.

8. A multimedia-capable call center, comprising:

a telephony switch having a trunk line for receiving incoming calls and connected to telephones at agent stations;

a computerized management system for operating the call center;

computer stations with video display units (PC/VDUs) at individual ones of the agent stations, the PC/VDUs connected on a local area network (LAN) coupled to the telephony switch;

a storage system wherein a task list is stored for an agent to complete, and wherein the level of uncompleted tasks is accessible to the management system; and

a routine adapted for determining Busy/Available status for an agent;

wherein the routine determines an agent as available only if the agent is not engaged in a live network call and the level of uncompleted tasks is below a preset level.

9. The call center of claim 8 wherein uncompleted tasks includes messages stored for an agent to answer, and the messages include one or more of voice mail, e-mail, and video mail messages.

10. A software routine for determining agent status in an agent-level routing system having an agent station equipped with a telephone and a computer station for communicating with clients, and a storage system for listing tasks for the agent station, the software routine comprising:

a protocol for determining active status of the telephone;

a protocol for checking for active communication with clients via the computer station; and

a protocol for determining the level of uncompleted tasks in the storage system;

wherein the software routine returns Agent Busy if there is an active network call or the level of uncompleted tasks is above a preset level, and Agent Available if there is no active network call and the level of uncompleted tasks is at or below the preset level.

11. The routine of claim 10 wherein the protocol for determining the level of uncompleted tasks checks for unanswered messages, including one or more of voice mail, e-mail, and video mail messages.