Schedule based transaction routing

• US 6,771,764 B1
• Filed: 01/26/2000
• Issued: 08/03/2004
• Est. Priority Date: 01/26/2000
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronic Commerce Corporation (Rockwell International Corporation)
• Inventors: Dezonno, Anthony J.
• Primary Examiner(s): BUI, BING Q
• Application Number:
  US09/491,828
• Time in Patent Office: 1,651 Days
• Field of Search: 379/207.02, 379/207.03, 379/265.02, 379/265.03, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/266.01, 379/309, 379/265.01, 379/265.09, 379/265.1, 379/265.11, 379/265.14, 379/266.03
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A method and apparatus are provided for reducing deviations between worked hours of an agent and a schedule of hours for the agent. The method includes the steps of determining a metric comparing a work status of the agent during a time period with a scheduled status of the schedule of hours and comparing the metric with an agent call assignment threshold and when the agent call assignment threshold exceeds the determined metric, preferentially assigning calls to other agents.

Claims

1. A method of reducing deviations between worked hours of an agent and a schedule of hours for the agent of a transaction processing system, such method comprising the steps of:

determining a metric relating a work status of the agent during a time period with a scheduled status of the agent for the schedule of hours where the determined metric is not based upon an average call handling time and where the work status of the agent for a call handling rate is only based upon a maximum call threshold on the number of calls assigned to the agent per time period to avoid burnout of the agent; and

comparing the determined metric with an agent call assignment threshold and when the determined metric and the agent call assignment threshold exceeds the determined metric, assigning calls to the agent based upon the work status of the agent.

2. The method of reducing deviations as in claim 1 wherein the step of determining a metric further comprises determining a time value remaining between a current time and a status change event.

3. The method of reducing deviations as in claim 2 wherein the status change event further comprises an end of shift.

4. The method of reducing deviations as in claim 2 wherein the status change event further comprises a lunch period.

5. The method of reducing deviations as in claim 2 wherein the status change event further comprises a rest break period.

6. The method of reducing deviations as in claim 2 wherein the status change event further comprises a vacation period.

7. The method of reducing deviations as in claim 2 further comprising determining the call assignment threshold by subtracting an predetermined time period for incoming telephone calls to the transaction processing system from a clock-provided time of the status change event.

8. The method of reducing deviations as in claim 1 wherein the step of determining the metric of the agent by comparing the work status with the scheduled status further comprises determining that the agent has been given a non-call-handling work assignment.

9. The method of reducing deviations as in claim 8 wherein the step of determining the metric of the non-call-handling agent further comprises determining a call queue length of a call group of the agent.

10. The method of reducing deviations as in claim 9 further comprising determining the call assignment threshold using a maximum call queue length for the call group.

11. The method of reducing deviations as in claim 1 wherein the determined metric further comprises a number of calls per time period assigned to the agent.

12. The method of reducing deviations as in claim 1 wherein the determined metric further comprises a number of hours per time period worked by the agent.

13. Apparatus for reducing deviations between worked hours of an agent and a schedule of hours for the agent of a transaction processing system, such apparatus comprising:

means for determining a metric relating a work status of the agent during a time period with a scheduled status of the agent for the schedule of hours where the metric is not based upon an average call processing time and where the work status of the agent for a call handling rate is only based upon a maximum call threshold on the number of calls assigned per time period; and

means for comparing the metric with an agent call assignment threshold and when the determined metric and the agent call assignment threshold exceeds the determined metric, assigning calls to other the agent based upon the work status of the agent.

14. The apparatus for reducing deviations as in claim 13 wherein the means for determining a metric further comprises means for determining a time value remaining between a current time and a status change event.

15. The apparatus for reducing deviations as in claim 14 wherein the status change event further comprises an end of shift.

16. The apparatus for reducing deviations as in claim 14 wherein the status change event further comprises a lunch period.

17. The apparatus for reducing deviations as in claim 14 wherein the status change event further comprises a rest break period.

18. The apparatus for reducing deviations as in claim 14 wherein the status change event further comprises a vacation period.

19. The apparatus for reducing deviations as in claim 14 further comprising means for determining the call assignment threshold by subtracting an predetermined time period for incoming telephone calls to the transaction processing system from a clock-provided time of the status change event.

20. The apparatus for reducing deviations as in claim 13 wherein the means for determining the metric of the agent by comparing the work status with the scheduled status further comprises means for determining that the agent has been given a non-call-handling work assignment.

21. The apparatus for reducing deviations as in claim 20 wherein the means for determining the metric of the non-call-handling agent further comprises means for determining a call queue length of a call group of the agent.

22. The apparatus for reducing deviations as in claim 21 further comprising means for determining the call assignment threshold using a maximum call queue length for the call group.

23. The apparatus of reducing deviations as in claim 13 wherein the determined metric further comprises a number of calls per time period assigned to the agent.

24. The apparatus reducing deviations as in claim 13 wherein the determined metric further comprises a number of hours per time period worked by the agent.

35. The apparatus of reducing deviations as in claim 21 wherein the determined metric further comprises a number of calls per time period assigned to the agent.

36. The apparatus of reducing deviations as in claim 21 wherein the determined metric further comprises a number of hours per time period worked by the agent.

25. Apparatus for reducing deviations between worked hours of an agent and a schedule of hours for the agent of a transaction processing system, such apparatus comprising:

a metric processor adapted to determine a metric relating a work status of the agent during a time period with a scheduled status of the agent for the schedule of hours where the metric is not based upon an average call processing time and where the work status of the agent for a call handling rate is only based upon a maximum call threshold on the number of calls assigned per time period; and

a comparator adapted to compare the metric with an agent call assignment threshold and when the determined metric and the agent call assignment threshold exceeds the determined metric, assigning calls to the agent based upon the work status of the agent.

26. The apparatus for reducing deviations as in claim 25 wherein the means for determining a metric further comprises means for determining a time value remaining between a current time and a status change event.

27. The apparatus for reducing deviations as in claim 26 wherein the status change event further comprises an end of shift.

28. The apparatus for reducing deviations as in claim 26 wherein the status change event further comprises a lunch period.

29. The apparatus for reducing deviations as in claim 26 wherein the status change event further comprises a rest break period.

30. The apparatus for reducing deviations as in claim 26 wherein the status change event further comprises a vacation period.

31. The apparatus for reducing deviations as in claim 26 further comprising threshold processor adapted to determine the call assignment threshold by subtracting an predetermined time period for incoming telephone calls to the transaction processing system from a clock-provided time of the status change event.

32. The apparatus for reducing deviations as in claim 25 wherein the metric processor further comprises a work assignment processor adapted to determine that the agent has been given a non-call-handling work assignment.

33. The apparatus for reducing deviations as in claim 32 wherein the metric further comprises a queue processor adapted to determine a call queue length of a call group of the agent.

34. The apparatus for reducing deviations as in claim 33 wherein the call assignment threshold further comprises a maximum call queue length for the call group.