Method and system for automatic call distribution based on customized logic relating to agent behavior

• US 7,657,263 B1
• Filed: 03/21/2002
• Issued: 02/02/2010
• Est. Priority Date: 03/21/2002
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Collins, Kevin T., Yeo, Chris S. L., Chahrouri, Gebran G., Patel, Labhesh
• Primary Examiner(s): Corsaro; Nick
• Assistant Examiner(s): Lebassi; Amanuel
• Application Number:
  US10/104,564
• Time in Patent Office: 2,875 Days
• Field of Search: 379/265, 379/266, 379/269, 379/309, 455/435
• US Class Current: 455/445
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and receiving at least one request from a respective user for connection with one of the agents. The method also includes monitoring system information and executing the first workflow after the first agent becomes available for connection with one of the requests. The method includes selecting a first request of the at least one request, wherein the first request is selected based on the first agent'"'"'s desired behavior and the monitored system information, and connecting the first request to the first agent. The method may also include receiving a notification that the first agent is available for connection with one of the respective users, and executing the first workflow after receiving the notification that the first agent is available.

Claims

1. A method for routing calls of an automatic call distributor system, comprising:

receiving a plurality of agent specific workflows, each agent specific workflow associated with a different respective agent of a plurality of agents and configured to be executed independent of the other agent specific workflows, each agent specific workflow comprising logic customized for its respective agent;

receiving a plurality of requests for connection with one of the plurality of agents, wherein each request is received from a respective user;

placing one or more of the requests in one or more queues;

monitoring system information;

receiving an indication that a first agent of the plurality of agents is available to handle a request;

executing a first agent specific workflow of the plurality of agent specific workflows, the first agent specific workflow associated with the first agent and comprising logic customized for the first agent that is only executed after the first agent becomes available for connection with one of the respective users, wherein the first agent specific workflow determines a desired first behavior for only the first agent associated with the first agent specific workflow based on the monitored system information;

selecting, based on the determination of the desired first behavior for the first agent, a first request of the plurality of requests;

connecting the first request to the first agent;

after the first agent has handled the first request and is available to handle another request, reexecuting the first agent specific workflow comprising logic customized for the first agent to determine a desired second behavior for the first agent based on the monitored system information;

selecting, based on the determination of the desired second behavior for the first agent, a second request of the plurality of requests; and

connecting the second request to the first agent.

2. The method of claim 1, further comprising receiving a notification that the first agent is available for connection with one of the respective users, and wherein executing the first agent specific workflow after the first agent becomes available for connection with one of the respective users comprises executing the first agent specific workflow after the notification that the first agent is available for connection with one of the respective users is received.

3. The method of claim 1, wherein the first agent specific workflow is received after the first agent becomes available for connection with one of the respective users.

4. The method of claim 1, wherein the one or more queues are not associated with any specific agent.

5. The method of claim 1, wherein monitoring system information comprises monitoring a characteristic of at least one of the received requests for connection.

6. The method of claim 1, wherein monitoring system information comprises monitoring a preference of at least one of the respective users.

7. The method of claim 1, further comprising:

receiving an indication that a second agent of the plurality of agents is available to handle a second request;

executing a second agent specific workflow of the plurality of agent specific workflows, the second agent specific workflow associated with the second agent and comprising logic customized for the first agent that is only executed after the second agent becomes available for connection with one of the respective users wherein the second agent specific workflow determines a desired behavior for only the second agent associated with the second agent specific workflow based on the monitored system information;

selecting, based on the determination of the desired behavior for the second agent, a second request of the plurality of requests; and

connecting the second request to the second agent.

8. The method of claim 1, wherein the desired behavior for the first agent comprises the first agent handling only requests from users of a first priority level.

9. The method of claim 1, wherein the desired behavior for the first agent is dependent on a time of day in which the first agent is working.

10. The method of claim 1, wherein the desired behavior for the first agent is dependent on a day of the week on which the first agent is working.

11. The method of claim 1:

wherein the desired behavior of the first agent specific workflow for the first agent comprises the first agent initially handling requests of a first priority level and is dependent on the ability of the first agent to handle requests;

wherein selecting the first request based on the desired behavior of the first agent comprises selecting a first request of the first priority level; and

further comprising, after the first agent has handled the first request;

reexecuting the first agent specific workflow; and

selecting, according to the first agent specific workflow, a second request of a second priority level for connection with the first agent based on the handling of the first request by the first agent.

12. An automatic call distributor system, comprising:

a memory operable to receive a plurality of agent specific workflows, each agent specific workflow associated with a different respective agent of a plurality of agents and configured to be executed independent of the other agent specific workflows, each agent specific workflow comprising logic customized for its respective agent;

a plurality of input ports, each input port operable to receive a request for connection with one of the plurality of agents, wherein each request is received from a respective user;

one or more queues configured to receive one or more of the requests;

an observer operable to monitor system information and to receive an indication that a first agent of the plurality of agents is available to handle a request;

a processor operable to execute a first agent specific workflow of the plurality of agent specific workflows, the first agent specific workflow associated with the first agent and comprising logic customized for the first agent that is only executed after the first agent becomes available for connection with one of the respective users, wherein the first agent specific workflow determines a desired first behavior for only the first agent associated with the first agent specific workflow based on the monitored system information;

the processor being further operable to select, based on the determination of the desired first behavior for the first agent, a first request of the plurality of requests;

a distributor operable to connect the first request to the first agent;

the processor being further operable to;

after the first agent has handled the first request and is available to handle another request, reexecute the first agent specific workflow comprising logic customized for the first agent to determine a desired second behavior for the first agent based on the monitored system information; and

select, based on the determination of the desired second behavior for the first agent, a second request of the plurality of requests; and

wherein the distributor is further operable to connect the second request to the first agent.

13. The system of claim 12, wherein the processor is further operable to receive a notification that the first agent is available for connection with one of the respective users, and wherein the processor being further operable to execute the first agent specific workflow after the first agent becomes available for connection with one of the respective users comprises the processor being further operable to execute the first agent specific workflow after the notification that the first agent is available for connection with one of the respective users is received by the processor.

14. The system of claim 12, wherein the memory is operable to receive the first agent specific workflow after the first agent becomes available for connection with one of the respective users.

15. The system of claim 12, wherein the one or more queues are not associated with any specific agent.

16. The system of claim 12, wherein an observer operable to monitor system information comprises an observer operable to monitor a characteristic of at least one of the received requests for connection.

17. The system of claim 12, wherein an observer operable to monitor system information comprises an observer operable to monitor a preference of at least one of the respective users.

18. The system of claim 12, wherein:

the processor is further operable to;

receive an indication that a second agent of the plurality of agents is available to handle a second request;

execute a second agent specific workflow of the plurality of agent specific workflows, the second agent specific workflow associated with the second agent and comprising logic customized for the first agent that is only executed after the second agent becomes available for connection with one of the respective users wherein the second agent specific workflow determines a desired behavior for only the second agent associated with the second agent specific workflow based on the monitored system information; and

select, based on the determination of the desired behavior for the second agent, a second request of the plurality of requests a second request of the plurality of requests, wherein the second request is selected based on the desired behavior of the second agent and the monitored system information; and

the distributor is further operable to connect the second request to the second agent.

19. Logic encoded in media for routing calls of an automatic call distributor system, the logic operable to perform the following steps:

receive a plurality of agent specific workflows, each agent specific workflow associated with a different respective agent of a plurality of agents and configured to be executed independent of the other agent specific workflows, each agent specific workflow comprising logic customized for its respective agent;

receive a plurality of requests for connection with one of the plurality of agents, wherein each request is received from a respective user;

place one or more of the requests in one or more queues;

monitor system information;

receive an indication that a first agent of the plurality of agents is available to handle a request;

execute a first agent specific workflow of the plurality of agent specific workflows, the first agent specific workflow associated with the first agent and comprising logic customized for the first agent that is only executed after the first agent becomes available for connection with one of the respective users, wherein the first agent specific workflow determines a desired first behavior for only the first agent associated with the first agent specific workflow based on the monitored system information;

select, based on the determination of the desired first behavior for the first agent, a first request of the plurality of requests;

connect the first request to the first agent;

after the first agent has handled the first request and is available to handle another request, reexecute the first agent specific workflow comprising logic customized for the first agent to determine a desired second behavior for the first agent based on the monitored system information;

select, based on the determination of the desired second behavior for the first agent, a second request of the plurality of requests; and

connect the second request to the first agent.

20. The logic encoded in media of claim 19, wherein the logic is further operable to receive a notification that the first agent is available for connection with one of the respective users, and wherein the step of executing the first agent specific workflow after the first agent becomes available for connection with one of the respective users comprises executing the first agent specific workflow after the notification that the first agent is available for connection with one of the respective users is received.

21. The logic encoded in media of claim 19, wherein the first agent specific workflow is received after the first agent becomes available for connection with one of the respective users.

22. The logic encoded in media of claim 19, wherein the one or more queues are not associated with any specific agent.

23. The logic encoded in media of claim 19, wherein the system information comprises a characteristic of at least one of the received requests for connection.

24. The logic encoded in media of claim 19, wherein the system information comprises a preference of at least one of the respective users.

25. The logic encoded in media of claim 19, wherein the logic is further operable to:

receive an indication that a second agent of the plurality of agents is available to handle a second request;

execute a second agent specific workflow of the plurality of agent specific workflows, the second agent specific workflow associated with the second agent and comprising logic customized for the first agent that is only executed after the second agent becomes available for connection with one of the respective users wherein the second agent specific workflow determines a desired behavior for only the second agent associated with the second agent specific workflow based on the monitored system information;

select, based on the determination of the desired behavior for the second agent, a second request of the plurality of requests; and

connect the second request to the second agent.

26. An apparatus for routing calls of an automatic call distributor system, comprising:

means for receiving a plurality of agent specific workflows, each agent specific workflow associated with a different respective agent of a plurality of agents and configured to be executed independent of the other agent specific workflows, each agent specific workflow comprising logic customized for its respective agent;

means for receiving a plurality of requests for connection with one of the plurality of agents, wherein each request is received from a respective user;

means for placing one or more of the requests in one or more queues;

means for monitoring system information;

means for receiving an indication that a first agent of the plurality of agents is available to handle a request;

means for executing a first agent specific workflow of the plurality of agent specific workflows, the first agent specific workflow associated with the first agent and comprising logic customized for the first agent that is only executed after the first agent becomes available for connection with one of the respective users, wherein the first agent specific workflow determines a desired first behavior for only the first agent associated with the first agent specific workflow based on the monitored system information;

means for selecting, based on the determination of the desired first behavior for the first agent, a first request of the plurality of requests;

means for connecting the first request to the first agent;

means for, after the first agent has handled the first request and is available to handle another request, reexecuting the first agent specific workflow comprising logic customized for the first agent to determine a desired second behavior for the first agent based on the monitored system information;

means for selecting, based on the determination of the desired second behavior for the first agent, a second request of the plurality of requests; and

means for connecting the second request to the first agent.

27. The apparatus of claim 26, further comprising means for receiving a notification that the first agent is available for connection with one of the respective users, and wherein means for executing the first agent specific workflow after the first agent becomes available for connection with one of the respective users comprises means for executing the first agent specific workflow after the notification that the first agent is available for connection with one of the respective users is received.

28. The apparatus of claim 26, wherein the first agent specific workflow is received after the first agent becomes available for connection with one of the respective users.

29. The apparatus of claim 26, wherein the one or more queues are not associated with any specific agent.

30. The apparatus of claim 26, wherein means for monitoring system information comprises means for monitoring a characteristic of at least one of the received requests for connection.

31. The apparatus of claim 26, wherein means for monitoring system information comprises means for monitoring a preference of at least one of the respective users.

32. The apparatus of claim 26, further comprising:

means for receiving an indication that a second agent of the plurality of agents is available to handle a second request;

means for executing a second agent specific workflow of the plurality of agent specific workflows, the second agent specific workflow associated with the second agent and comprising logic customized for the first agent that is only executed after the second agent becomes available for connection with one of the respective users wherein the second agent specific workflow determines a desired behavior for only the second agent associated with the second agent specific workflow based on the monitored system information;

means for selecting, based on the determination of the desired behavior for the second agent, a second request of the plurality of requests; and

means for connecting the second request to the second agent.

33. A method for routing calls of an automatic call distributor system, comprising:

receiving a plurality of agent specific workflows, each agent specific workflow associated with a different respective agent of a plurality of agents and configured to be executed independent of the other agent specific workflows, each agent specific workflow comprising logic customized for its respective agent;

receiving a plurality of requests for connection with one of the plurality of agents, wherein each request is received from a respective user;

placing one or more of the requests in one or more queues, none of the one or more queues associated with any specific agent of the plurality of agents;

monitoring system information;

each time an agent becomes available for connection with one of the users to handle the respective request of a user, executing an agent specific workflow associated with the available agent to determine a desired behavior for the available agent based on the monitored system information, wherein each of the plurality of agent specific workflows are only executed upon its respective agent becoming available for connection with one of the users to handle the respective request of a user;

selecting a request of the plurality of requests based on the determined desired behavior for the available agent and the monitored system information; and

connecting the request to the available agent, the available agent becoming unavailable at least while handling the request.