Method of preference driven segmentation routing

• US 7,831,033 B2
• Filed: 12/23/2004
• Issued: 11/09/2010
• Est. Priority Date: 12/23/2004
• Status: Active Grant

• Current Assignee: Alvaria Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Dezonno, Anthony
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US11/025,166
• Publication Number:
  US 20060140390A1
• Time in Patent Office: 2,147 Days
• Field of Search: 379/265, 379/265.12, 379/265.09, 379/265.06, 379/265.02, 379/265.01, 379/265.05, 379/266.01, 709/228, 709/225
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact of the plurality of contacts, providing an ordered list of contact preferences for each agent of the plurality of agents and assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.

Claims

1. A method of assigning a plurality of live agents to a plurality of contacts that have been detected and are awaiting assignment within a contact distribution system, such method comprising:

providing within the contact distribution system an ordered list of agent preferences for each respective contact of the plurality of contacts, the ordered list for each respective contact, including a preference ranking of each agent relative to each other agent representing a preference of the respective contact for being handled by each agent;

providing within the contact distribution system an ordered list of contact preferences for each respective agent of the plurality of agents, the ordered list of contact preferences for each respective agent selected by the respective agent and including a preference ranking of each contact relative to each other contact representing a preference of the respective agent to handle the contact; and

assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.

2. The method of assigning as in claim 1 further comprising assigning agents based primarily upon contact preferences and secondarily upon agent preferences.

3. The method of assigning as in claim 2 further comprising selecting a selected contact from the plurality of contacts.

4. The method of assigning as in claim 3 further comprising selecting an agent with a highest relative preference from the ordered list of the selected contact.

5. The method of assigning as in claim 4 further comprising determining whether the selected agent has been previously assigned to another contact of the plurality of contacts.

6. The method of assigning as in claim 5 further comprising if the selected agent has been previously assigned to another contact, then determining whether the other contact has a lower relative preference in the preference list of the selected agent than the selected contact and if so, then assigning the selected agent to the selected contact.

7. The method of assigning as in claim 6 further comprising if the other contact doesn'"'"'t have a lower relative preference in the preference list of the selected agent, then selecting a next agent in the ordered list of the first contact and determining whether the selected next agent has been previously assigned to another contact of the plurality of contacts.

8. The method of assigning as in claim 7 further comprising repeatedly selecting a next contact of the plurality of contacts and assigning an agent to the next contact based upon the ordered lists until an agent of the plurality of agents has been selected for each contact of the plurality of contacts.

9. The method of assigning as in claim 1 further comprising assigning agents based primarily upon agent preferences and secondarily upon contact preferences.

10. The method of assigning as in claim 9 further comprising the contact distribution system selecting a selected agent from the plurality of agents.

11. The method of assigning as in claim 10 further comprising selecting a contact with a highest relative preference from the ordered list of the selected agent.

12. The method of assigning as in claim 11 further comprising determining whether the selected contact has been previously assigned to another agent of the plurality of agents.

13. The method of assigning as in claim 12 further comprising if the selected contact has been previously assigned to another agent, then determining whether the other agent has a lower relative preference in the preference list of the selected contact than the selected agent and if so, then assigning the selected contact to the selected agent.

14. The method of assigning as in claim 13 further comprising if the other agent doesn'"'"'t have a lower relative preference in the preference list of the selected contact, then selecting a next contact in the ordered list of the selected agent and determining whether the selected next contact has been previously assigned to another agent of the plurality of agents.

15. The method of assigning as in claim 14 further comprising selecting a next agent of the plurality of agents repeatedly selecting a contact of the plurality of contacts having a highest relative preference from the order list of the selected next agent, determining whether the selected contact has been previously assigned to another agent if the plurality of agents and assigning a contact to an agent based on the ordered lists until a contact of the plurality of contacts has been selected for each agent of the plurality of agents.

16. A method of assigning a plurality of agents to a plurality of contacts that have been detected and are waiting assignment within a contact system distribution, such method comprising:

a) providing an ordered list of agent preferences for each respective contact of the plurality of contacts, the ordered list for each respective contact including a preference ranking of each agent relative to each other agent representing a preference of the respective contact to be handled by each agent;

b) providing an ordered list of contact preferences for each respective agent of the plurality of agents, the ordered list of contact preferences for each respective agent selected by the respective agent and including a preference ranking of each contact relative to each other contact representing a preference for handling the contact by the respective agent;

c) selecting a selected contact from the plurality of contacts;

d) selecting an agent with a highest relative preference from the ordered list of the selected contact;

e) determining whether the selected agent has been previously assigned to another contact of the plurality of contacts;

f) if the selected agent has been previously assigned to another contact, then determining whether the other contact has a lower relative preference in the preference list of the selected agent than the selected contact; and

g) if so, then assigning the selected agent to the selected contact;

h) if not, then selecting a next agent in the ordered list of the selected contact and repeating steps e-h substituting the selected next agent as the selected agent; and

i) selecting a next contact of the plurality of contacts and repeating steps d-i substituting the selected next contact as the selected contact until an agent of the plurality of agents has been selected for each contact of the plurality of contacts.

17. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein an agent with a highest relative preference in the ordered list of agent preferences for a contact of the plurality of contacts further comprises an agent of the plurality of agents with which the contact has had most recent communication.

18. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein an agent preference of the agent preferences further comprises a relative skill of an agent of the plurality of agents in a subject matter of interest to a contact of the plurality of contacts.

19. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein an agent preference of the agent preferences further comprises a most readily available agent of the plurality of agents.

20. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein an agent preference of the agent preferences further comprises a favorite agent of the plurality of agents.

21. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein an agent preference of the agent preferences further comprises a language capability of an agent of the plurality of agents.

22. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein a contact preference of the contact preferences of an agent further comprises a favorite contact of the plurality of contacts.

23. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein a contact preference of the contact preferences of an agent further comprises a contact of the plurality of contacts with which the agent of the plurality of agents has had most recent communication.

24. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein a contact preference of the contact preferences of an agent further comprises a subject matter of a contact of the plurality of contacts.

25. The method of assigning a plurality of agents to a plurality of contacts as in claim 16 wherein a contact preference of the contact preferences of an agent further comprises a geographic region of a contact of the plurality of contacts.

26. An apparatus for assigning a plurality of agents to a plurality of contacts awaiting assignment within the apparatus, such apparatus comprising:

means for providing an ordered list of agent preferences for each respective contact of the plurality of contacts, the ordered list for each respective contact, including a preference ranking of each agent relative to each other agent as a preferred handling priority of the respective contact;

means for providing an ordered list of contact preferences for each respective agent of the plurality of agents, the ordered list of contact preferences for each respective agent selected by the respective agent and including a ranking of each contact relative to each other contact as a preferred priority for the respective agent to handle the contact;

means for assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.

27. The apparatus for assigning as in claim 26 further comprising means for assigning agents based primarily upon contact preferences and secondarily upon agent preferences.

28. The apparatus for assigning as in claim 27 further comprising means for selecting a selected contact from the plurality of contacts.

29. The apparatus for assigning as in claim 28 further comprising means for selecting an agent with a highest relative preference from the ordered list of the selected contact.

30. The apparatus for assigning as in claim 29 further comprising means for determining whether the selected agent has been previously assigned to another contact of the plurality of contacts.

31. The apparatus for assigning as in claim 30 further comprising means for determining whether the selected agent has been previously assigned to another contact and, if so, then determining whether the other contact has a lower relative preference in the preference list of the selected agent than the selected contact and if so, then assigning the selected agent to the selected contact.

32. The apparatus for assigning as in claim 31 further comprising means for determining whether the other contact doesn'"'"'t have a lower relative preference in the preference list of the selected agent and, if so, then selecting a next agent in the ordered list of the first contact.

33. The apparatus for assigning as in claim 32 further comprising means for selecting a next contact of the plurality of contacts.

34. An apparatus for assigning a plurality of agents to a plurality of contacts awaiting assignment to an agent within the apparatus, such apparatus comprising:

an ordered list of agent preferences provided for each respective contact of the plurality of contacts, the ordered list for each respective contact, including a preference ranking of each agent relative to each other agent representing a preference of the respective contact for being handled by each agent;

an ordered list of contact preferences provided for each respective agent of the plurality of agents, the ordered list of contact preferences for each respective agent selected by the respective agent and including a ranking of each contact relative to each other contact representing a preference for the respective agent to handle the contact; and

an agent selection processor that assigns an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.