Methods and apparatus for determining measures of agent-related occupancy in a call center

• US 6,359,982 B1
• Filed: 01/12/1999
• Issued: 03/19/2002
• Est. Priority Date: 01/12/1999
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Kohler, Joylee E., Mathews, Eugene P., Foster, Robin H., Jensen, Roy A.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/228,992
• Time in Patent Office: 1,162 Days
• Field of Search: 379/265.1, 379/266.06, 379/309
• US Class Current: 379/266.06
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A call center is configured to include a capability for generating measures of occupancy for one or more agents. At least one value characterizing an occupancy measure determination for a given agent is stored in a memory associated with the call center, and used in generating an occupancy measure for that agent. In an illustrative embodiment, a set of stored values for the given agent includes an initial occupancy value for the agent, expressed in terms of a percentage. The occupancy measure for the agent may then be set to the initial occupancy value upon a log-in by the agent, so as to avoid undue oscillation in the occupancy measure after log-in. The set of stored values for the given agent may also include, for example, a limit which specifies a maximum amount of time for a designated activity which is to be considered as occupied time in generating the occupancy measure, or a limit which specifies a maximum effect of a designated activity in generating the occupancy measure. The designated activity may be, for example, after call work or auxiliary work performed by the agent.

Claims

1. A method of determining an occupancy measure for an agent in a call center, the method comprising the steps of:

storing at least one value characterizing at least a portion of an occupancy measure determination for the agent, the at least one value comprising one or more of (i) a non-zero initial occupancy value, and (ii) a limit specifying a maximum effect on the occupancy measure determination of a designated activity that may be performed by the agent; and

generating an occupancy measure for the agent based on the at least one value.

2. The method of claim 1 wherein the storing step includes storing an initial occupancy value for the agent.

3. The method of claim 2 wherein the generating step further includes setting the occupancy measure to the initial occupancy value upon a log-in by the agent.

4. The method of claim 1 wherein the occupancy measure is expressed as at least one of a percentage and a fraction.

5. The method of claim 1 wherein the storing step includes storing a limit which specifies a maximum amount of time for a designated activity which is to be considered as occupied time in generating the occupancy measure.

6. The method of claim 1 wherein the storing step includes storing a limit which specifies a maximum effect of a designated activity on the occupancy measure.

7. The method of claim 1 wherein the storing step includes storing the at least one value for a designated activity performed by the agent.

8. The method of claim 7 wherein the designated activity is a designated type of non-call activity performed by the agent.

9. The method of claim 7 wherein the designated type of non-call activity includes at least one of after call work performed by the agent, auxiliary work performed by the agent, a training session attended by the agent, a meeting attended by the agent, and a scheduled break taken by the agent.

10. The method of claim 1 further including the step of delaying the generation of the occupancy measure for the agent, such that an initial occupancy value is used in its place, until at least one of (i) a specified interval of work time has elapsed, and (ii) a specified number of calls have been received by the agent.

11. The method of claim 1 further including the step of establishing a different initial value for the occupancy measure for the agent than for a corresponding occupancy measure for at least one other agent, in order to adjust relative work loads of the agents.

12. The method of claim 1 wherein the storing step includes storing, for each activity in a set of activities that the agent engages in, an indicator of a corresponding portion of that activity which may be designated as at least one of work time, idle time, and ignored time in computation of the occupancy measure.

13. The method of claim 12 wherein the indicators for a given activity are different for different classes of agents, and the class for a given agent is assigned either across all of the skills in a given set of skills or uniquely for each skill in at least a subset of the set of skills.

14. The method of claim 12 further including the steps of counting at least one of (i) an amount of accumulated time over an event of a particular type, and (ii) a number of events of a particular type or types, for which a given set of indicators are used by the agent, and utilizing a different set of indicators for the agent after a designated count has been reached.

15. An apparatus for processing communications in a call center, the apparatus comprising:

a memory for storing at least one value characterizing at least a portion of an occupancy measure determination for the agent, the at least one value comprising one or more of (i) a non-zero initial occupancy value, and (ii) a limit specifying a maximum effect on the occupancy measure determination of a designated activity that may be performed by the agent; and

a processor coupled to the memory and operative to generate an occupancy measure for the agent based on the at least one value.

16. The apparatus of claim 15 wherein the at least one value characterizing at least a portion of an occupancy measure determination for the agent is an initial occupancy value for the agent.

17. The apparatus of claim 16 wherein the processor is further operative to generate the occupancy measure for the agent by setting the occupancy measure to the initial occupancy value upon a log-in by the agent.

18. The apparatus of claim 15 wherein the occupancy measure is expressed as at least one of a percentage and a fraction.

19. The apparatus of claim 15 wherein the at least one value characterizing at least a portion of an occupancy measure determination for the agent includes a limit which specifies a maximum amount of time for a designated activity which is to be considered as occupied time in generating the occupancy measure.

20. The apparatus of claim 15 wherein the at least one value characterizing at least a portion of an occupancy measure determination for the agent includes a limit which specifies a maximum effect of a designated activity on the occupancy measure.

21. The apparatus of claim 15 wherein the at least one value characterizing at least a portion of an occupancy measure determination for the agent includes at least one value for a designated activity performed by the agent.

22. The apparatus of claim 21 wherein the designated activity is a designated type of non-call activity performed by the agent.

23. The apparatus of claim 22 wherein the designated type of non-call activity includes at least one of after call work performed by the agent, auxiliary work performed by the agent, a training session attended by the agent, a meeting attended by the agent, and a scheduled break taken by the agent.

24. The apparatus of claim 15 wherein the generation of the occupancy measure for the agent is delayed, such that an initial occupancy value is used in its place, until at least one of (i) a specified interval of work time has elapsed, and (ii) a specified number of calls have been received by the agent.

25. The apparatus of claim 15 wherein a different initial value is established for the occupancy measure for the agent than for a corresponding occupancy measure for at least one other agent, in order to adjust relative work loads of the agents.

26. The apparatus of claim 15 wherein the memory stores, for each activity in a set of activities that the agent engages in, an indicator of a corresponding portion of that activity which may be designated as at least one of work time, idle time, and ignored time in computation of the occupancy measure.

27. The apparatus of claim 26 wherein the indicators for a given activity are different for different classes of agents, and the class for a given agent is assigned either across all of the skills in a given set of skills or uniquely for each skill in at least a subset of the set of skills.

28. The apparatus of claim 26 wherein the processor is further operative to count at least one of (i) an amount of accumulated time over an event of a particular type, and (ii) a number of events of a particular type or types, for which a given set of indicators are used by the agent, and to utilize a different set of indicators for the agent after a designated count has been reached.

29. The apparatus of claim 15 wherein the memory and the processor are elements of an automatic call distribution system.

30. An article of manufacture containing software which, when executed in a processor, causes the processor to perform the steps of:

storing at least one value characterizing at least a portion of an occupancy measure determination for an agent in a call center, the at least one value comprising one or more of (i) a non-zero initial occupancy value, and (ii) a limit specifying a maximum effect on the occupancy measure determination of a designated activity that may be performed by the agent; and

generating an occupancy measure for the agent based on the at least one value.

31. A method of determining an occupancy measure for an agent in a call center, the method comprising the steps of:

storing at least one value characterizing at least a portion of an occupancy measure determination for the agent; and

generating an occupancy measure for the agent based on the at least one value;

wherein the storing step includes storing the at least one value for a designated activity performed by the agent, the designated activity being a designated type of non-call activity performed by the agent, and wherein the designated type of non-call activity includes at least one of after call work performed by the agent, auxiliary work performed by the agent, a training session attended by the agent, a meeting attended by the agent, and a scheduled break taken by the agent.

32. An apparatus for processing communications in a call center, the apparatus comprising:

a memory for storing at least one value characterizing at least a portion of an occupancy measure determination for the agent; and

a processor coupled to the memory and operative to generate an occupancy measure for the agent based on the at least one value;

wherein the at least one value characterizing at least a portion of an occupancy measure determination for the agent includes at least one value for a designated activity performed by the agent, the designated activity being a designated type of non-call activity performed by the agent, and wherein the designated type of non-call activity includes at least one of after call work performed by the agent, auxiliary work performed by the agent, a training session attended by the agent, a meeting attended by the agent, and a scheduled break taken by the agent.

33. A method of determining an occupancy measure for an agent in a call center, the method comprising the steps of:

storing at least one value characterizing at least a portion of an occupancy measure determination for the agent; and

generating an occupancy measure for the agent based on the at least one value;

wherein the storing step includes storing, for each activity in a set of activities that the agent engages in, an indicator of a corresponding portion of that activity which may be designated as at least one of work time, idle time, and ignored time in computation of the occupancy measure.

34. An apparatus for processing communications in a call center, the apparatus comprising:

a memory for storing at least one value characterizing at least a portion of an occupancy measure determination for the agent; and

a processor coupled to the memory and operative to generate an occupancy measure for the agent based on the at least one value;

wherein the memory stores, for each activity in a set of activities that the agent engages in, an indicator of a corresponding portion of that activity which may be designated as at least one of work time, idle time, and ignored time in computation of the occupancy measure.