Agent training sensitive call routing system
First Claim
1. A method of allocating a plurality of resources to handle a plurality of concurrent tasks, comprising the steps of:
- (a) predicting a load of concurrent tasks to be handled during a forthcoming period;
(b) identifying at least one characteristic of each respective task to be handled;
(c) determining a set of resources available for handling concurrent tasks during the forthcoming period, each resource having at least one resource characteristic relating to its efficiency in handling a respective task in dependence on the respective at least one characteristic; and
(d) in dependence on at least a relationship of each of a predicted load of tasks to be concurrently handled during the forthcoming period, the determined availability of resources for handling the concurrent tasks, a utility of each respective task to be handled, and a cost of each available resource, selecting, with an automated processor, an optimum association of at least one resource to handle each respective concurrent task, at least one resource handling a respective task having an efficiency of handling tasks per unit time below that of a most efficient available resource.
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Accused Products
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
20 Claims
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1. A method of allocating a plurality of resources to handle a plurality of concurrent tasks, comprising the steps of:
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(a) predicting a load of concurrent tasks to be handled during a forthcoming period; (b) identifying at least one characteristic of each respective task to be handled; (c) determining a set of resources available for handling concurrent tasks during the forthcoming period, each resource having at least one resource characteristic relating to its efficiency in handling a respective task in dependence on the respective at least one characteristic; and (d) in dependence on at least a relationship of each of a predicted load of tasks to be concurrently handled during the forthcoming period, the determined availability of resources for handling the concurrent tasks, a utility of each respective task to be handled, and a cost of each available resource, selecting, with an automated processor, an optimum association of at least one resource to handle each respective concurrent task, at least one resource handling a respective task having an efficiency of handling tasks per unit time below that of a most efficient available resource. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A system for allocating a resource to handle a task, comprising:
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(a) an input for receiving information characterizing at least one task to be handled; (b) a memory storing characteristics of a set of resources available for handling tasks, each resource having at least one resource characteristic relating to its efficiency in handling a respective task, the at least one resource characteristic having adaptive task and training by a separate resource; and (c) an automated processor for selecting an optimum association of at least one resource from the set of resources to handle the task, wherein the selected resource has an efficiency, defined as task handling capacity over time, below that of a most efficient available resource, in dependence on each of; a relationship of a predicted load of tasks to be concurrently handled, an availability of resources for handling concurrent tasks, a utility of handling the task, and a cost of allocating an available resource. - View Dependent Claims (18, 19)
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20. A computer readable medium storing non-transitory instructions for controlling an automated processor to communicate an allocation of at least one available resource to handle at least one task, comprising the steps of:
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(a) receiving information characterizing at least one task to be handled; (b) storing task handling characteristics of a set of resources, each resource having at least one task handling characteristic relating to its efficiency in terms of ability to handle respective tasks over time; and (c) selecting, in dependence on a relationship of; a predicted load of tasks to be handled, an availability of resources for handling tasks, a predicted resulting utility of handling the task, and a predicted cost of allocating an available resource to a respective task, at least one resource to selected handle a task having an efficiency in terms of task handling capacity per unit time, below that of a most efficient available resource.
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Specification