Arrangement for equalizing levels of service among skills

• US 6,052,460 A
• Filed: 12/17/1997
• Issued: 04/18/2000
• Est. Priority Date: 12/17/1997
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Jensen, Roy A., Fisher, Thomas S., Reiman, Martin I.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Foster, Roland G.
• Application Number:
  US08/992,837
• Time in Patent Office: 853 Days
• Field of Search: 379/265, 379/266, 379/309
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

In a skills-based ACD, an agent is selected to handle a call based on which available agent'"'"'s handling of the call will produce the least deviation from the agent'"'"'s target performance criteria, and a call is selected for handling by an agent based on which available call'"'"'s handling will produce the least deviation from the agent'"'"'s target performance criteria. Illustrative target performance criteria include target per-agent per-skill skill work time to staff time ratios. Moreover, the selected call is left waiting and the selected agent is left idle if handling of the call by the agent would increase deviation from the agent'"'"'s target performance criteria. This serves to equalize the levels of service given to small skills (those staffed with few agents) and large skills (those staffed with many agents).

Claims

1. A method of selecting a call handler to handle a call, comprising the steps of:

in response to the call needing one of a plurality of skills for its handling, determining one of a plurality of available call handlers having the needed skill whose handling of the call would result in a smallest total deviation of per-skill ratios of an amount of time spent by the call handler in handling calls needing a skill (skill work time) and a total amount of time spent by the call handler in handling calls (staff time) from target per-skill ratios of skill work time and staff time; and

assigning the determined call handler to handle the call.

2. The method of claim 1 wherein:

the step of assigning comprises the steps of

determining whether the determined call handler'"'"'s skill work time for the needed skill exceeds a target amount of time for handling calls needing the needed skill (target skill work time);

in response to a determination that the skill work time for the needed skill exceeds the target skill work time, forbearing from assigning the determined call handler to handle the call; and

in response to a determination that the skill work time for the needed skill does not exceed the target skill work time, assigning the determined call handler to handle the call.

3. The method of claim 2 wherein:

the step of forbearing comprises the steps of

leaving the call waiting for another call handler; and

leaving the determined call handler idle.

4. The method of claim 1 wherein:

the step of determining comprises the steps of

for each of said available call handlers having the needed skill, determining the call handler'"'"'s per-skill skill work times, staff time, and per-skill target ratios of skill work time and staff time;

determining an expected handling time for a call needing the needed skill;

for each of said available call handlers having the needed skill, incrementing the call handler'"'"'s skill work time for the needed skill and the staff time by the expected handling time;

for each of said available call handlers having the needed skill, determining a ratio of the incremented skill work time for the needed skill and the incremented staff time and further determining per-skill ratios of the skill work times for the call handler'"'"'s skills other than the needed skill and the incremented staff time;

for each of said available call handlers having the needed skill, determining per-skill variances between the determined ratios and the target ratios;

for each of said available call handlers having the needed skill, combining the determined variances to obtain a total deviation; and

determining the one call handler having the smallest total deviation.

5. The method of claim 1 wherein:

the method is performed for a call in response to the call becoming available.

17. An apparatus that performs the method of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8 or 9 or 10 or 11 or 12 or 14 or 15 or 16 or 13.

18. A computer-readable medium containing software which, when executed in a computer, causes the computer to perform the steps of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8 or 9 or 10 or 11 or 12 or 14 or 15 or 16 or 13.

6. A method of selecting a call for handling by a call handler, comprising the steps of:

in response to the call handler having a plurality of skills for handling calls, determining one of a plurality of available calls that need different ones of the call handler'"'"'s skills whose handling by the call handler would result in a smallest total deviation of per-skill ratios of an amount of time spent by the call handler in handling calls needing a skill of the call handler (skill work time) and a total amount of time spent by the call handler in handling calls (staff time) from target per-skill ratios of skill work time and staff time; and

assigning the call handler to handle the determined call.

7. The method of claim 6 wherein:

the step of assigning comprises the steps of

determining whether the call handler'"'"'s skill work time for the skill needed by the determined call exceeds a target amount of time for handling calls needing the needed skill (target skill work time);

in response to a determination that the skill work time for the skill needed by the determined call exceeds the target skill work time, forbearing from assigning the call handler to handle the determined call; and

in response to a determination that the skill work time for the skill needed by the determined call does not exceed the target skill work time, assigning the call handler to handle the determined call.

8. The method of claim 7 wherein:

the step of forbearing comprises the steps of

leaving the determined call waiting for another call handler; and

leaving the call handler idle.

9. The method of claim 6 wherein:

the step of determining comprises the steps of

determining skills of the call handler that are needed by the available calls;

for each of the needed skills, determining the call handler'"'"'s per-skill skill work times and per-skill target ratios of skill work time and staff time;

determining the call handler'"'"'s staff time;

for each of the needed skills, determining a corresponding expected handling time for a call needing that skill;

for each of the needed skills, incrementing the call handler'"'"'s corresponding skill work time and the staff time by the corresponding expected handling time;

for each of the needed skills, determining a ratio of the corresponding incremented skill work time and the corresponding incremented staff time and further determining for the call handler'"'"'s skills other than the corresponding skill per-skill ratios of the skill work times and the corresponding incremented staff time;

for each of the needed skills, determining variances between the per-skill corresponding determined ratios and the corresponding target ratios;

for each of the needed skills, combining the determined corresponding variances to obtain a corresponding total deviation; and

determining the call needing the one skill having the smallest corresponding total deviation.

10. The method of claim 6 wherein:

the method is performed for a call handler in response to the call handler becoming available.

11. A method of matching calls that are available for handling with call handlers that are available to handle calls, comprising the steps of:

in response to a call needing one of a plurality of skills for its handling becoming available, selecting one of a plurality of available call handlers having the needed skill whose handling of the call would produce a least deviation from target performance criteria;

in response to a call handler having a plurality of skills for handling calls becoming available, selecting one of a plurality of available calls that need different ones of the available call handler'"'"'s skills whose handling by the call handler would produce a least deviation from target performance criteria;

in response to either selection, determining whether an assignment of the agent to handle the call would increase deviation from the target performance criteria;

in response to a determination that the assignment would not increase the deviation, making the assignment; and

in response to a determination that the assignment would increase the deviation, forbearing from making the assignment.

12. The method of claim 11 wherein:

the step of forbearing comprises the steps of

leaving the call waiting for another call handler; and

leaving the call handler idle.

13. The method of claim 11 wherein:

the step of determining whether an assignment of the agent to handle the call would increase deviation from the target performance criteria comprises

determining whether the assignment would cause performance of the agent to exceed the target performance criteria;

the step of making the assignment comprises

in response to a determination that the performance of the agent would not exceed the target performance criteria, making the assignment; and

the step of forbearing from making the assignment comprises

in response to a determination that the performance of the agent would exceed the target performance criteria, forbearing from making the assignment.

14. A method of matching calls that are available for handling with call handlers who are available to handle calls, comprising the steps of:

in response to a call needing one of a plurality of skills for its handling becoming available, determining one of a plurality of available call handlers having the needed skill whose handling of the call would result in a smallest total deviation of per-skill ratios of an amount of time spent by the call handler in handling calls needing a skill (skill work time) and a total amount of time spent by the call handler in handling calls (staff time) from target per-skill ratios of skill work time and staff time;

assigning the determined call handler to handle the call needing the one skill;

in response to a call handler having a plurality of skills for handling calls becoming available, determining one of a plurality of available calls that need different ones of the available call handler'"'"'s skills whose handling by the available call handler would result in a smallest total deviation of per skill ratios of a corresponding skill work time and a corresponding staff time from target per-skill ratios of skill work time and staff time; and

assigning the available call handler to handle the determined call.

15. The method of claim 14 wherein:

the step of assigning the determined call handler to handle the call needing the one skill comprises the steps of

determining whether the determined call handler'"'"'s skill work time for the one skill exceeds the determined call handler'"'"'s target amount of time for handling calls needing the one skill (target skill work time),

in response to a determination that the determined call handler'"'"'s skill work time for the one skill exceeds the determined call handler'"'"'s target skill work time for the one skill, forbearing from assigning the determined call handler to handle the call needing the one skill, and

in response to a determination that the determined call handler'"'"'s skill work time for the one skill does not exceed the determined call handler'"'"'s target skill work time for the one skill, assigning the determined call handler to handle the call needing the one skill; and

the step of assigning the available call handler to handle the determined call comprises the steps of

determining whether the available call handler'"'"'s skill work time for the skill needed by the determined call exceeds the available call handler'"'"'s target skill work time for the needed skill,

in response to a determination that the available call handler'"'"'s skill work time for the needed skill exceeds the available call handler'"'"'s target skill work time for the needed skill, forbearing from assigning the available call handler to handle the determined call, and

in response to a determination that the available call handler'"'"'s skill work time for the needed skill does not exceed the available call handler'"'"'s target skill work time for the needed skill, assigning the available call handler to handle the determined call.

16. The method of claim 15 wherein:

the step of forbearing from assigning the determined call handler to handle the call needing the one skill comprises the steps of

leaving the call needing the one skill waiting for another call handler, and

leaving the determined call handler idle; and

the step of forbearing from assigning the available call handler to handle the determined call comprises the steps of

leaving the determined call waiting for another call handler, and

leaving the available call handler idle.

19. An apparatus for selecting a call handler to handle a call, comprising:

an effector, responsive to the call needing one of a plurality of skills for its handling, of determining one of a plurality of available call handlers having the needed skill whose handling of the call would result in a smallest total deviation of per-skill ratios of an amount of time spent by the call handler in handling calls needing a skill (skill work time) and a total amount of time spent by the call handler in handling calls (staff time) from target per-skill ratios of skill work time and staff time; and

an effector of assigning the determined call handler to handle the call.

20. The apparatus of claim 19 wherein:

the effector of assigning comprises

an effector of determining whether the determined call handler'"'"'s skill work time for the needed skill exceeds a target amount of time for handling calls needing the needed skill (target skill work time); and

an effector, responsive to a determination that the skill work time for the needed skill exceeds the target skill work time, of forbearing from assigning the determined call handler to handle the call, and responsive to a determination that the skill work time for the needed skill does not exceed the target skill work time, of assigning the determined call handler to handle the call.

21. An apparatus for selecting a call for handling by a call handler, comprising:

an effector, responsive to the call handler having a plurality of skills for handling calls, of determining one of a plurality of available calls that need different ones of the call handler'"'"'s skills whose handling by the call handler would result in a smallest total deviation of per-skill ratios of an amount of time spent by the call handler in handling calls needing a skill of the call handler (skill work time) and a total amount of time spent by the call handler in handling calls (staff time) from target per-skill ratios of skill work time and staff time; and

an effector of assigning the call handler to handle the determined call.

22. The apparatus of claim 21 wherein:

the effector of assigning comprises

an effector of determining whether the call handler'"'"'s skill work time for the skill needed by the determined call exceeds a target amount of time for handling calls needing the needed skill (target skill work time); and

an effector, responsive to a determination that the skill work time for the skill needed by the determined call exceeds the target skill work time, of forbearing from assigning the call handler to handle the determined call, and responsive to a determination that the skill work time for the skill needed by the determined call does not exceed the target skill work time, of assigning the call handler to handle the determined call.

23. An apparatus for matching calls that are available for handling with call handlers that are available to handle calls, comprising:

an effector, responsive to a call needing one of a plurality of skills for its handling becoming available, of selecting one of a plurality of available call handlers having the needed skill whose handling of the call would produce a least deviation from target performance criteria, and further responsive to a call handler having a plurality of skills for handling calls becoming available, of selecting one of a plurality of available calls that need different ones of the available call handler'"'"'s skills whose handling by the call handler would produce a least deviation from target performance criteria;

an effector, responsive to either selection by the selecting effector, of determining whether an assignment of the agent to handle the call would increase deviation from the target performance criteria; and

an effector, responsive to a determination by the determining effector that the assignment would not increase the deviation, of making the assignment, and further responsive to a determination by the determining effector that the assignment would increase the deviation, of forbearing from making the assignment.

24. The apparatus of claim 23 wherein:

the effector of making and of forbearing responds to the determination that the assignment would increase the deviation by leaving the call waiting for another call handler and leaving the call handler idle.

25. The apparatus of claim 23 wherein:

the effector of determining whether an assignment of the agent to handle the call would increase deviation from the target performance criteria determines whether the assignment would cause performance of the agent to exceed the target performance criteria; and

the effector of making the assignment makes the assignment responsive to a determination that the performance of the agent would not exceed the target performance criteria, and forbears from making the assignment responsive to a determination that the performance of the agent would exceed the target performance criteria.