Methods and apparatus for multi-variable work assignment in a call center
First Claim
1. A method of assigning work items to agents in a call center, the method comprising the steps of:
- determining if values of a particular variable regarding at least a subset of the work items fall within a designated range as part of a work assignment decision; and
utilizing at least one additional variable for making the work assignment decision if the values of the particular variable are within the designated range;
wherein the determining step further comprises applying an equivalency test to the values of the particular variable;
wherein if the equivalency test indicates that the values do not fall within the designated range, the particular variable is utilized in making the work assignment decision; and
wherein if the equivalency test indicates that the values do fall within the designated range, the additional variable is utilized in place of the particular variable in making the work assignment decision.
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Accused Products
Abstract
A multi-variable work assignment process is used to assign work items, such as voice calls, e-mails and other communications or tasks, to agents in a call center. The multi-variable work assignment process determines whether values of a particular variable characterizing the work items fall within a designated range, and if so utilizes at least one additional variable for making the work assignment decision. The work assignment process may also or alternatively consider a weighted combination of multiple variables in making the work assignment decision. Examples of variables which may be used in the multi-variable assignment process include current wait time, service objective, skill preference, skill level, anticipated wait time, predicted wait time, etc. The invention may be implemented in a one-to-many work assignment process which selects one of a set of agents available for handling a particular work item, in a many-to-one work assignment process which selects one of a set of work items for handling by a particular available agent, or in a many-to-many work assignment process in which multiple agents are each considered simultaneously for handling multiple work items.
293 Citations
19 Claims
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1. A method of assigning work items to agents in a call center, the method comprising the steps of:
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determining if values of a particular variable regarding at least a subset of the work items fall within a designated range as part of a work assignment decision; and
utilizing at least one additional variable for making the work assignment decision if the values of the particular variable are within the designated range;
wherein the determining step further comprises applying an equivalency test to the values of the particular variable;
wherein if the equivalency test indicates that the values do not fall within the designated range, the particular variable is utilized in making the work assignment decision; and
wherein if the equivalency test indicates that the values do fall within the designated range, the additional variable is utilized in place of the particular variable in making the work assignment decision. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. An apparatus for use in assigning work items to agents in a call center, the apparatus comprising:
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a processor operative to determine if values of a particular variable regarding at least a subset of the work items fall within a designated range as part of a work assignment decision, and to utilize at least one additional variable for making the work assignment decision if the values of the particular variable are within the designated range; and
a memory coupled to the processor and operative to store information regarding at least a subset of the variables;
wherein the determining operation further comprises applying an equivalency test to the values of the particular variable;
wherein if the equivalency test indicates that the values do not fall within the designated range, the particular variable is utilized in making the work assignment decision; and
wherein if the equivalency test indicates that the values do fall within the designated range, the additional variable is utilized in place of the particular variable in making the work assignment decision.
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19. An article of manufacture containing one or more software programs for use in assigning work items to agents in a call center which, when executed in a processor, cause the processor to perform the steps of:
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determining if values of a particular variable regarding at least a subset of the work items fall within a designated range as part of a work assignment decision; and
utilizing at least one additional variable for making the work assignment decision if the values of the particular variable are within the designated range;
wherein the determining step further comprises applying an equivalency test to the values of the particular variable;
wherein if the equivalency test indicates that the values do not fall within the designated range, the particular variable is utilized in making the work assignment decision; and
wherein if the equivalency test indicates that the values do fall within the designated range, the additional variable is utilized in place of the particular variable in making the work assignment decision.
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Specification