System for automatically predicting call center agent work time in a multi-skilled agent environment

• US 6,553,114 B1
• Filed: 12/06/1999
• Issued: 04/22/2003
• Est. Priority Date: 12/06/1999
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Jensen, Roy A., Fisher, Thomas S., Reiman, Martin I.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US09/456,044
• Time in Patent Office: 1,233 Days
• Field of Search: 379/265.1, 379/265.11, 379/265.12, 379/266.06, 379/266.07
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center. Since the traffic load presented to the call center tends to be highly variable and of content that is difficult to predict, the present system provides several automatic agent assignment paradigms that each have a statistically different impact on the performance of the call center, based upon the quality and quantity of the incoming calls.

Claims

1. A call management system, that is operational in a call center system, for interconnecting a customer who is using a communication device, with a selected one of a plurality of agents who are connected to said call center system, said call management system comprising:

means for retrieving data relating to said customer to determine a service need of said customer;

means, responsive to said determined service need, for selecting a one of said plurality of agents to serve said customer as a function of a Weighted Service Level for each skill of said plurality of agents, with respect to said service need, comprising;

means for periodically determining the skill that is most over its target service level.

means for periodically determining the skill that is most under its target service level,

means for decrementing the allocation for said skill that is over its target service level for multi-skilled agents assigned both of these skills,

means for incrementing the allocation for said skill that is under its target service level for multi-skilled agents assigned both of these skills; and

means for establishing a communication connection through said call center system to said selected one of said plurality of agents who is capable of serving said customer.

2. The call management system of claim 1 wherein said means for selecting comprises:

means for computing a percentage allocation for each of n agent skills, being initially assigned as 100%÷

n.

3. The call management system of claim 1 wherein said means for computing further comprises:

means for iteratively decreasing the amount by which said allocations are incremented and decremented.

4. A method of operating a call management system, that is operational in a call center system, for interconnecting a customer who is using a communication device, with a selected one of a plurality of agents who are connected to said call center system, said call management system comprising the steps of:

retrieving data relating to said customer to determine a service need of said customer;

selecting, in response to said determined service need, a one of said plurality of agents to serve said customer as a function of a Weighted Service Level for each skill of said plurality of agents, with respect to said service need, comprising;

periodically determining the skill that is most over its target service level,

periodically determining the skill that is most under its target service level,

decrementing the allocation for said skill that is over its target service level for multi-skilled agents assigned both of these skills,

incrementing the allocation for said skill that is under its target service level for multi-skilled agents assigned both of these skills; and

establishing a communication connection through said call center system to said elected one of said plurality of agents who is capable of serving said customer.

5. The method of operating a call management system of claim 4 wherein said step of selecting comprises:

computing a percentage allocation for each of n agent skills, being initially assigned as 100%÷

n.

6. The method of operating a call management system of claim 4 wherein said step of computing further comprises:

iteratively decreasing the amount by which said allocations are incremented and decremented.