Dynamically allocating server resources to competing classes of work based upon achievement of service goals
First Claim
1. A method for determining if a first agent should service work items of a first work type in a work processing facility, comprising:
- (a) an agent assignor selecting the first agent, wherein the first work type and/or a selected work item in the first work type has an associated first dynamic preference value and the first agent has an associated first agent preference value and first agent threshold value for the first work type and wherein the first dynamic preference value reflects the work processing facility'"'"'s preference for processing of work items of the first work type in comparison to processing work items of work types other than the first work type;
(b) the agent assignor determining, as a function of the first dynamic preference and first agent preference values, a first agent composite preference value for the first work type;
(c) the agent assignor comparing the first agent composite preference value with the first agent threshold value, wherein the first agent threshold value measures the first agent'"'"'s lack of proficiency in servicing the first work type and/or selected work item in the first work type;
(d) the agent assignor, when the first agent composite preference value exceeds the first agent threshold value, finding the first agent to the qualified to service the first work type; and
(e) the agent assignor, when the first agent composite preference value is less than the first agent threshold value, finding the first agent to be unqualified to service the first work type.
22 Assignments
0 Petitions
Accused Products
Abstract
A facility for adjusting a number of servers assigned to server pools for performing certain work types on the basis of unmet service needs in a work processing facility. Servers may include service agents, both human and robotic. A server assignor and corresponding server assignment method may each be employed in a work distributor or an automatic call distributor (“ACD”) to conditionally adjust server availability in server pools. The server assignor compares a composite preference value for a work type against each server'"'"'s threshold value for the work type. When the server assignor determines that the composite preference value is greater than or equal to a server'"'"'s threshold value, then the server assignor indicates that the server may be included in the server pool for that work type. Each server has preference values and threshold values for different kinds of work. The magnitude of a preference value represents an affinity for the work type. The server'"'"'s threshold value represents a reluctance to perform work having that work type. The server does not normally receive work for which the preference value is less than the threshold value, unless the server assignor determines that the composite preference value exceeds the server'"'"'s threshold value for that work type. The server assignor and corresponding server assignment method may compute the composite preference value from a number of user-selectable inputs and utilize a number of user-selectable functions.
168 Citations
40 Claims
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1. A method for determining if a first agent should service work items of a first work type in a work processing facility, comprising:
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(a) an agent assignor selecting the first agent, wherein the first work type and/or a selected work item in the first work type has an associated first dynamic preference value and the first agent has an associated first agent preference value and first agent threshold value for the first work type and wherein the first dynamic preference value reflects the work processing facility'"'"'s preference for processing of work items of the first work type in comparison to processing work items of work types other than the first work type; (b) the agent assignor determining, as a function of the first dynamic preference and first agent preference values, a first agent composite preference value for the first work type; (c) the agent assignor comparing the first agent composite preference value with the first agent threshold value, wherein the first agent threshold value measures the first agent'"'"'s lack of proficiency in servicing the first work type and/or selected work item in the first work type; (d) the agent assignor, when the first agent composite preference value exceeds the first agent threshold value, finding the first agent to the qualified to service the first work type; and (e) the agent assignor, when the first agent composite preference value is less than the first agent threshold value, finding the first agent to be unqualified to service the first work type. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system for determining whether a first agent should service work items of a first work type in a work processing facility, comprising:
agent assigning means for (a) selecting the first agent, wherein the first work type and/or a selected work item in the first work type has an associated first dynamic preference value and the first agent has an associated first agent preference value and first agent threshold value for the first work type and wherein the first dynamic preference value reflects the work processing facility'"'"'s preference for processing of work items of the first work type in comparison to processing work items of work types other than the first work type;
(b) determining, as a function of the first dynamic preference and first agent preference values, a first agent composite preference value for the first work type;
(c) comparing the first agent composite preference value with the first agent threshold value, wherein the first agent threshold value measures the first agent'"'"'s lack of proficiency in servicing the first work type and/or selected work item in the first work type;
(d) when the first agent composite preference value exceeds the first agent threshold value, finding the first agent to the qualified to service the first work type; and
(e) when the first agent composite preference value is less than the first agent threshold value, finding the first agent to be unqualified to service the first work type.- View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A system for determining whether a first agent should service work items of a first work type in a work processing facility, comprising:
an agent assignor operable to (a) select the first agent, wherein the first work type and/or a selected work item in the first work type has an associated first dynamic preference value and the first agent has an associated first agent preference value and first agent threshold value for the first work type and wherein the first dynamic preference value reflects the work processing facility'"'"'s preference for processing of work items of the first work type in comparison to processing work items of work types other than the first work type;
(b) determine, as a function of the first dynamic preference and first agent preference values, a first agent composite preference value for the first work type;
(c) compare the first agent composite preference value with the first agent threshold value, wherein the first agent threshold value measures the first agent'"'"'s lack of proficiency in servicing the first work type and/or selected work item in the first work type;
(d) when the first agent composite preference value exceeds the first agent threshold value, find the first agent to the qualified to service the first work type; and
(e) when the first agent composite preference value is less than the first agent threshold value, find the first agent to be unqualified to service the first work type.- View Dependent Claims (29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40)
Specification