Agent training sensitive call routing system
First Claim
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1. A method of allocating a resource to handle a task, comprising the steps of:
- (a) determining a task-handling load;
(b) identifying a characteristic of a task to be handled;
(c) in dependence on said determined task-handling load, selecting a handling protocol selected from the group consisting of;
(i) selecting a first trainable resource predicted to have deficient skills relating to the task based on the identified characteristic, while also selecting a second resource capable of assisting in training the first trainable resource with respect to the characteristic; and
(ii) selecting a third resource predicted to have sufficient skills relating to the task based on the identified characteristic,wherein according to a selected protocol, a trainable resource is trained with respect to the at least one characteristic, or a sufficiently skilled resource handles the task.
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Abstract
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
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Citations
24 Claims
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1. A method of allocating a resource to handle a task, comprising the steps of:
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(a) determining a task-handling load; (b) identifying a characteristic of a task to be handled; (c) in dependence on said determined task-handling load, selecting a handling protocol selected from the group consisting of; (i) selecting a first trainable resource predicted to have deficient skills relating to the task based on the identified characteristic, while also selecting a second resource capable of assisting in training the first trainable resource with respect to the characteristic; and (ii) selecting a third resource predicted to have sufficient skills relating to the task based on the identified characteristic, wherein according to a selected protocol, a trainable resource is trained with respect to the at least one characteristic, or a sufficiently skilled resource handles the task. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method for determining an efficient schedule for a plurality of agents in a call center, balancing call center efficiency and agent training opportunity, each of the plurality of agents having a skill profile, comprising the steps of:
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(a) predicting an aggregate set of characteristics for received calls handled during a contiguous period of time; (b) selecting a set of agents having a target aggregate distribution of skills, including training agents having a skill set deficient with respect to the set of characteristics and trainer agents having a skill set permitting them to train the training agents with respect to the characteristics; (c) scheduling the training agents and trainer agents for the contiguous period of time; (d) determining a skill set required for handling a respective call; and (e) dynamically pairing an available training agent and an available trainer agent for the respective call determined to require at least one skill for which the training agent is deficient and the trainer agent has a skill set permitting training of the training agent with respect to that at least one deficient skill, and for which the training agent and trainer agent together meet the determined skill set.
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18. A method of improving agent skill sets, comprising the steps of:
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(a) determining a skill profile of each of a set of agents; (b) predicting a required skill profile of a communication; (c) determining an anticipated surplus of agents for handling a predicted communication volume during the communication; (d) selecting an available agent having a skill profile anticipated to be at least sufficient to handle the required skill profile of the communication, said skill profile being indicative of a lower level of skill with respect to at least one element of the required skill profile than at least one other available agent; and (e) establishing a channel for the communication with the selected available agent and employing the communication as a training exercise. - View Dependent Claims (19, 20, 21, 22, 23)
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24. A method of allocating a resource to handle a task, comprising the steps of:
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(a) determining a capacity of a plurality of trainable task handling resources, each having a respective skill set; (b) identifying at least one skill-requirement characteristic of a task to be handled; and (c) in dependence on the determined capacity, the respective skill sets, and the skill requirement characteristic, selecting a task-handling protocol selected from the group consisting of; (i) if the determined capacity indicates a surplus of trainable resources, availability of at least one first resource having a respective skill set deficient in skills corresponding to the at least one skill requirement characteristic, and availability of a second resource competent to train the first resource with respect to the at least one skill requirement, allocating the first resource, and the second resource to handle the task; and (ii) otherwise, allocating a resource having a respective skill set sufficient to meet the skill requirement characteristic to handle the task.
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Specification