Coordinating work assignments for contact center agents

• US 7,817,796 B1
• Filed: 04/27/2005
• Issued: 10/19/2010
• Est. Priority Date: 04/27/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Rosen, Bridget, Mullen, David C., Clippinger, Joyce A.
• Primary Examiner(s): Tsang; Fan
• Assistant Examiner(s): Mohammed; Assad
• Application Number:
  US11/116,913
• Time in Patent Office: 2,001 Days
• Field of Search: 37926501-2661
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method and system for assigning tasks to contact center agents is disclosed, wherein an automatic call distributor (ACD) used for distributing incoming contact center calls to the agents is used to distribute other tasks to the agents. When an agent task (different from handling an incoming call) is determined, a corresponding “proxy” telephone call is generated from within the contact center to a PBX to assign an agent to the task. The ACD processes the proxy call substantially identically to any other incoming call requesting an agent'"'"'s services. A proxy call has as its destination phone number the directory number of a call group used in selecting an appropriate agent for performing the task. The proxy call phone number additionally identifies the location of detailed information about the task. When a proxy call is routed by the ACD to the selected agent'"'"'s worksite, the called phone number is used to fetch the detailed task information, and the selected agent is made unavailable to the ACD for further incoming calls. The agent is made available for taking contact center incoming calls when the task is completed or pre-empted.

Claims

1. A method for assigning to at least one agent, of a plurality of agents for a contact center, a work item, wherein a call distribution component for the contact center receives a plurality of incoming work items and routes the incoming work items to selected ones of the plurality of agents according to agent availability, comprising:

receiving a proxy call at a site for a selected agent, wherein the proxy call relates to assigning a work item to the selected agent such that the proxy call is not the work item;

wherein the selected agent is selected by the call distribution component from one of the agents of a group of one or more agents, and the call distribution component routes the proxy call to the site;

after the agent is selected, obtaining from the proxy call, work item related information wherein the work item related information is used to access at least one of;

additional data indicative of the work item, and an application for performing the work item;

requesting that the call distribution component designate the selected agent as unavailable for taking a subsequent one of the incoming calls;

providing, to the selected agent, at least one of;

the additional data indicative of the work item, and the application for performing the work item; and

discontinuing the proxy call prior to the selected agent completing the work item.

2. The method of claim 1, wherein at least one of:

the work item related information includes a directory number for the group, and the additional data includes agent request data for requesting an assignment of one of the agents to perform the work item.

3. The method of claim 1, further including accessing, after the call is routed, the work item related information for identifying the work item for assigning to the selected agent.

4. The method of claim 1, wherein the call distribution component includes at least one of:

an automatic call distributor, and a private branch exchange.

5. The method of claim 1, further including accessing work item data that describes the work item to be performed, the work item data obtained from one of:

a work management system and a dialer.

6. The method of claim 1, wherein the proxy call is a telephony call.

7. The method of claim 1, wherein at least one of:

the proxy call is a POTS call, and the call has a voice channel.

8. The method of claim 1, wherein performance of the work item does not include responding to any of the contact center incoming calls, routed by the call distribution component.

9. The method of claim 1, wherein at least some of the following hold:

(a) a dialer is provided for outputting agent request data for assigning one of the agents to communicate with a called party on a proxy call from the contact center, the agent request data used to obtain the work item related information,

(b) a monitor is provided for accessing instances of agent request data that are output by at least one agent requesting system that generates, independent of the call distribution component, the instances for requesting agents,

(c) a caller component is provided for performing a step of generating the proxy call to a PBX via a local area network, and

(d) an agent server is provided for performing the step of obtaining, wherein the agent server detects the work item related information communicated, via a local area network, to a workstation for the selected agent.

10. The method of claim 9, wherein at least most of (a) through (d) hold.

11. The method of claim 1, further including a step of initiating the proxy call on a local area network, wherein the step of terminating is performed by a component having a different local area network address than the component performing the initiating step.

12. The method of claim 1, wherein for a collection of instances of agent request data obtained from an agent work management system wherein one of the agent request data corresponds to the work item related information, a further step of modifying the collection for indicating that the work item has been assigned to the selected agent.

13. The method of claim 1, wherein the step of terminating terminates the proxy call prior to the selected agent commencing a task for the work item.

14. The method of claim 13, wherein the task includes assigning the selected agent to communicate with a called party.

15. The method of claim 1, further including a step of determining whether a task for the work item can be interrupted so that the selected agent can be connected to incoming calls routed by the call distribution component.

16. The method of claim 1, further including a step of contacting the call distribution component for providing information indicating that the selected agent is available for receiving one or more of the incoming calls work items routed by the call distribution component;

wherein the contacting step is performed after the terminating step.

17. The method of claim 1, further including steps of:

evaluating a constraint related to initiating proxy calls for requesting agents, wherein each of the calls for requesting agents is for assigning one of the agents to perform a task not requiring the agent to respond to any of the incoming calls work items while the agent is performing the task;

wherein the step of evaluating is dependent upon at least one of;

(a) a limit on a number of the proxy calls at a particular time;

(b) a limit on a number of the proxy calls within an elapsed time; and

(c) a limit on a proportion of the proxy calls generated for a particular call group.

18. The method of claim 1, further including a step of using a directory number for the proxy call to identify the work item.

19. An apparatus for assigning at least one agent, of a plurality of agents for a contact center, a task to be performed, wherein a call distribution component for the contact center receives a plurality of incoming work items directed to the contact center and routes the incoming work items to selected ones of the plurality of agents according to agent availability, comprising:

a monitor for obtaining agent request data for assigning some one of the agents to perform a task;

a caller component for initiating, for the agent request data, a proxy call corresponding to the task to a group of one or more of the agents, wherein the proxy call provides predetermined task related information for performing the task, and wherein the proxy call is not the task;

an agent workstation for receiving the mom call for a selected one of the agents from the group, wherein the call distribution component selects the selected agent and routes the proxy call to the selected agent;

wherein the call distribution component uses the predetermined task related information in determining at least the group;

an agent server for detecting the predetermined task related information from the proxy call;

identifying, using the predetermined task related information, the task;

requesting that the call distribution component designate the selected agent as unavailable for taking a subsequent one of the incoming work items; and

terminating the proxy call prior to the selected agent completing the task.

20. The apparatus of claim 19, wherein the task does not include responding to any of the contact center incoming work items, routed by the call distribution component.

21. The apparatus of claim 20, wherein the task includes one of:

responding to an email, reviewing Internet submitted information, interactively corresponding with a customer via an Internet text chat session, participating in agent training, dispatching agents for meetings or employee breaks, preparing agent scripts, activating a data processing application, activating a database retrieval application, and activating a ticket purchase application.

22. An apparatus for assigning at least one agent, of a plurality of agents for a contact center, a task to be performed, wherein a call distribution component for the contact center receives a plurality of incoming work items directed to the contact center and routes the incoming work items to selected ones of the plurality of agents according to agent availability, comprising:

means for receiving a proxy call at a site for a selected agent, wherein the proxy call relates to assigning a work item to the selected agent, and wherein the proxy call is not the work item;

wherein the selected agent is selected by the call distribution component from one of the agents of a group of one or more agents, and the call distribution component routes the proxy call to the site;

means for obtaining from the proxy call, work item related information, wherein the work item related information is used to access at least one of;

additional data indicative of the work item, and an application for performing the work item;

wherein the means for obtaining the work item related information is performed after the selected agent is selected;

requesting that the call distribution component designate the selected agent as unavailable for taking a subsequent one of the incoming calls;

providing, to the selected agent, at least one of;

the additional data indicative of the work item, and the application for performing the work item; and

terminating the proxy call prior to the selected agent completing the work item.

23. An apparatus for assigning to at least one agent, of a plurality of agents for a contact center, a work item, wherein a call distribution component for the contact center receives a plurality of work items directed to the contact center and routes the incoming work items to selected ones of the plurality of agents according to agent availability, wherein the apparatus performs at least the following steps:

detecting agent request data for assigning one of the agents to perform the work item, wherein the agent request data is generated by an agent request generating system, wherein the agent request generating system generates the agent request data without resolving conflicting requests for an agent with at least the call distribution component;

initializing a proxy call to a predetermined group of one or more agents, wherein the proxy call is initiated in response to detecting the agent request data, and the proxy call has associated therewith work item related information, and wherein the proxy call is not the work item;

receiving the proxy call at a site for a selected agent;

wherein the selected agent is selected by the call distribution component from one of the agents of the group;

after the agent is selected, obtaining from the proxy call, the work item related information, wherein the work item related information is used to access at least one of;

additional data indicative of the work item, and an application for performing the work item;

requesting that the call distribution component designate the selected agent as unavailable for taking a subsequent one of the incoming calls; and

terminating the proxy call prior to the selected agent completing the work item.

24. The apparatus of claim 23, wherein at least some of the following hold:

(a) a dialer is provided for outputting agent request data for assigning one of the agents to communicate with a called party on a proxy call from the contact center, the agent request data used to obtain the work item related information,

(b) a monitor is provided for accessing instances of agent request data that are output by at least one agent requesting system that generates, independent of the call distribution component, the instances for requesting agents,

(c) a caller component is provided for performing a step of generating the proxy call to a PBX via a local area network, and

(d) an agent server is provided for performing the step of obtaining, wherein the agent server detects the work item related information communicated, via a local area network, to a workstation for the selected agent.

25. The apparatus of claim 23, wherein a first component for performing the step of initiating the proxy call occurs on a local area network, and the step of terminating is performed by a second component having a different local area network address than the first component.