Method and apparatus for the simultaneous delivery of multiple contacts to an agent

• US 7,949,121 B1
• Filed: 03/01/2005
• Issued: 05/24/2011
• Est. Priority Date: 09/27/2004
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Olmsted, Gary Edward, Flockhart, Andrew D., Steiner, Robert C.
• Primary Examiner(s): Augustin; Evens J
• Application Number:
  US11/069,739
• Time in Patent Office: 2,275 Days
• Field of Search: 379/88.1, 379/265.02, 370/352
• US Class Current: 379/265.02
• CPC Class Codes: H04L 65/4015 where at least one of the additional parallel sessions is real time or time sensitive, e.g. white board sharing, collaboration or spawning of a subconference
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: Y10S 370/901 Wide area network

Abstract

A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the first work item is related to a second work item 308b, 312b, 316b, or 320b; and (c) when the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items.

Claims

1. A method, comprising:

a processor receiving a first work item, the first work item having a selected qualifier;

the processor receiving a second work item, the second work item having the selected qualifier, wherein the selected qualifier is at least one of customer identity, intent, media type, subject, and transaction identifier, wherein the first work item is a real-time contact and the second item is a non-real-time contact;

the processor selecting the first work item for servicing by a contact center resource;

the processor determining, based on the selected qualifier, that the first work item is related to the second work item;

in response to determining that the first work item is related to the second work item, the processor creating, for servicing by the contact center resource, a first work item grouping comprising the first and second work items; and

the processor delivering the first work item grouping, which contains the first work item and the second work item, to a selected common contact center resource, wherein, when the selected common contact center resource services the first work item grouping, the selected common contact center resource services the first work item and the second work item simultaneously or near simultaneously.

2. The method of claim 1, wherein the selected qualifier is customer identity, wherein the first and second work items are discrete from one another, wherein the first work item is a live voice call, wherein the second work item is one of an email, a facsimile, and a voice message, and wherein the determining step comprises:

the processor determining whether the first work item and the second work item have the selected qualifier in common; and

applying the following rules;

when the first work item and the second work item have the selected qualifier in common, grouping the first work item with the second work item for servicing; and

when the first work item and the second work item do not have the selected qualifier in common, not grouping the first work item with the second work item for servicing.

3. The method of claim 2, further comprising:

the processor determining that the first work item is related to the second work item by a second selected qualifier, wherein the second selected qualifier is at least one of intent, subject, and transaction identifier; and

in response to determining that the first work item is related to the second work item by the second selected qualifier, the processor creating, for servicing by the contact center resource, the first work item grouping.

4. The method of claim 3, wherein the first and second work items are received at different times and wherein the first and the second work items have one or more of differing intents, media types, subjects, and transaction identifiers.

5. The method of claim 1, further comprising:

the processor determining that the first work item is related to a third work item by a second selected qualifier, wherein the second selected qualifier is intent, wherein the intent of the first and third work items is determined by at least one of the following;

identifying a transaction identifier using an automated attendant such as an IVR, using text searching through the first and third work items, using an electronic address or telephone number inputted by the customer, and using a Web page Universal Resource Locator (“

URL”

) from which URL the customer requested contact center servicing, and wherein the first work item and the third work item are associated with differing customers;

in response to determining that the first work item is related to the third work item, the processor creating for servicing by the contact center resource, a second work item grouping comprising the first work item and the third second work item; and

the processor delivering the second work item grouping, which contains the first work item and the third work item, to the selected common contact center resource, wherein, when the selected common contact center resource services the second work item grouping, the selected common contact center resource services the first work item and the third work item simultaneously or near simultaneously.

6. The method of claim 1, further comprising:

the processor determining that the first work item is related to a third work item by a second selected qualifier, wherein the second selected qualifier is media type and wherein the first work item and the third work item are associated with differing customers;

in response to determining that the first work item is related to the third work item, the processor creating for servicing by a contact center resource, a second work item grouping comprising the first work item and the third second work item; and

the processor delivering the second work item grouping, which contains the first work item and the third work item, to the selected common contact center resource, wherein, when the selected common contact center resource services the second work item grouping, the selected common contact center resource services the first work item and the third work item simultaneously or near simultaneously.

7. The method of claim 1, further comprising:

the processor determining that the first work item is related to a third work item by a second selected qualifier, wherein the second selected qualifier is subject and wherein the first work item and the third work item are associated with differing customers;

in response to determining that the first work item is related to the third work item, the processor creating for servicing by a contact center resource, a second work item grouping comprising the first work item and the third second work item; and

the processor delivering the second work item grouping, which contains the first work item and the third work item, to the selected common contact center resource, wherein, when the selected common contact center resource services the second work item grouping, the selected common contact center resource services the first work item and the third work item simultaneously or near simultaneously.

8. The method of claim 1, further comprising:

the processor determining that the first work item is related to a third work item by a second selected qualifier, wherein the second selected qualifier is transaction identifier and wherein the first work item and the third work item are associated with differing contactors;

in response to determining that the first work item is related to the third work item, the processor creating for servicing by a contact center resource, a second work item grouping comprising the first work item and the third second work item; and

the processor delivering the second work item grouping, which contains the first work item and the third work item, to the selected common contact center resource, wherein, when the selected common contact center resource services the second work item grouping, the selected common contact center resource services the first work item and the third work item simultaneously or near simultaneously.

9. The method of claim 1, wherein the determining step is performed in the time between the first work item being received by the contact center and the first work item reaching the head of a queue to which the first work item is assigned, wherein the contact center resource is a human agent, and wherein the human agent has the option to process only the first work item and cause the second work item to requeued for later service by another contact center resource.

10. The method of claim 1, wherein the determining step is performed when the first work item reaches the head of a queue to which the first work item is assigned.

11. The method of claim 1, wherein the first work item is simultaneously a member of the first work item grouping and a second work item grouping, wherein the members of the first work item grouping have a first qualifier in common, wherein the members of the second work item grouping have a second qualifier in common, and wherein the first and second qualifiers are different.

12. The method of claim 1, wherein the first and a second work item grouping are simultaneously eligible to be assigned to the contact center resource for servicing, wherein the first and second work item groupings each comprise a plurality of related work items, and wherein the processor selects the first work item grouping for delivery to the contact center resource based on at least one of a number and type(s) of member work items in the first and second work item groupings and queue priorities of the members of the first and second work item groupings.

29. The method of claim 4, wherein the first work item and the second work item are received by different channels.

30. The method of claim 5, wherein the customer identity is determined by one or more of text searching, destination electronic address, Universal Resource Locator or URL from which a customer initiated the first and/or second work item.

31. The method of claim 1, wherein the first work item and the second work item have a second selected qualifier in common, wherein the second selected qualifier is at least one of intent, media type, and subject, wherein the first work item and the second work item have different contactors, and wherein the common contact center resource services simultaneously the first work item and the second work item in one or more of a group chat and chat room.

13. A method, comprising:

a processor selecting a first work item for servicing by a contact center resource;

the processor analyzing the first work item to search for a customer identity, associated with the first work item;

the processor searching for a second work item having the same customer identity, wherein the first and second work items are discrete contacts;

the processor determining that the first work item and the second work item are associated with the same customer;

the processor grouping together the first work item and the second work item into a first work item grouping, in a work item grouping table, for servicing by a common contact center resource; and

the processor delivering the first work item grouping to the common contact center resource, wherein the common contact resource services the first work item and the second work item, in the first work item grouping, simultaneously or near simultaneously.

14. The method of claim 13, wherein the first and second work items were received by different communication media, wherein the determining step is performed in the time between the first work item being received by the contact center and the first work item reaching the head of a queue to which the first work item is assigned, and wherein the first and second work items are received at different times.

15. The method of claim 13, wherein the first work item is a voice call, wherein the second work item is one of an email, a facsimile, a voice message, an instant message, and a Web chat, and wherein the determining step is performed when the first work item reaches the head of a queue to which the first work item is assigned.

16. The method of claim 13, wherein the first work item is simultaneously a member of the first work item grouping and a second work item grouping, wherein the members of the first work item grouping have the customer identity in common, wherein the members of the second work item grouping have a different second qualifier in common, wherein the first and second work item groupings are eligible, at the same time, to be assigned to the contact center resource for servicing, wherein the first and second work item groupings each comprise a plurality of related work items, and wherein the processor selects the first work item grouping for delivery to the contact center resource based on at least one of a number and type(s) of member work items in the first and second work item groupings and queue priorities of the members of the first and second work item groupings.

17. The method of claim 13, wherein the first work item is a live voice call and the second work item is one of an email, voice mail, and an instant message.

18. The method of claim 13, wherein the first and second work items have a common second qualifier, wherein the second qualifier is intent, and wherein the method further comprises:

when the first work item has a different intent from a third work item associated with the same customer, excluding the third work item from the first work item grouping in the work item grouping table.

19. A contact center, comprising:

a memory operable to store computer-executable instructions;

a processor in communication with the memory, the processor operable to read and execute the computer-executable instructions, wherein the computer-executable instructions cause the processor to execute modules, wherein the modules comprise;

a grouping agent module operable to;

(a) select a first work item for servicing by a contact center resource;

(b) analyze the first work item to identify a customer identity;

(c) search for a second work item having the customer identity;

(d) determine that the first work item is related to at least the second work item by the customer identity; and

(e) in response to determining that the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items, wherein the first work item and the second work item are different contacts from a customer having the customer identity.

20. The contact center of claim 19, wherein the first work item is a live voice call, wherein the second work item is one of an email, a facsimile, a voice message, an instant message, and a Web chat, and further comprising when the first work item and the at least a second work item do not have the customer identity in common, the grouping agent module does not form a work item grouping for the first work item and the second work item.

21. The contact center of claim 20, wherein the grouping agent module determines that the first work item is related to the second work item by a second selected qualifier, wherein the second selected qualifier is at least one of intent, media type, subject, and transaction identifier and wherein members of the first work item grouping are related by customer identity and the at least one of intent, media type, subject, and transaction identifier.

22. The contact center of claim 21, wherein the first work item and the second work item are associated with one or more of differing intents, media types, subjects, and transaction identifiers.

23. The contact center of claim 19, further comprising:

the grouping agent module determining that the first work item is related to a third work item by a second qualifier, wherein the second qualifier is intent wherein the intent of the first and third work items is determined by at least one of the following;

identifying a transaction identifier using an automated attendant such as an IVR, using text searching through the first and third work items, using an electronic address or telephone number inputted by the customer, and using a Web page Universal Resource Locator (“

URL”

) from which URL the customer requested contact center servicing, and wherein the first work item and the third work item are associated with differing customers; and

in response to determining that the first work item is related to the third work item, the grouping agent module creating for servicing by the contact center resource, a second work item grouping comprising the first work item and the third second work item.

24. The contact center of claim 19, further comprising:

the grouping agent module determining that the first work item is related to a third work item by a second qualifier, wherein the second qualifier is media type and wherein the first work item and the third work item are associated with differing customers; and

in response to determining that the first work item is related to the third work item, the grouping agent module creating for servicing by the contact center resource, a second work item grouping comprising the first work item and the third second work item.

25. The contact center of claim 19, further comprising:

the grouping agent module determining that the first work item is related to a third work item by a second qualifier, wherein the second qualifier is subject and wherein the first work item and the third work item are associated with differing customers; and

in response to determining that the first work item is related to the third work item, the grouping agent module creating for servicing by the contact center resource, a second work item grouping comprising the first work item and the third second work item.

26. The contact center of claim 19, further comprising:

the grouping agent module determining that the first work item is related to a third work item by a second qualifier, wherein the second qualifier is transaction identifier and wherein the first work item and the third work item are associated with differing contactors; and

in response to determining that the first work item is related to the third work item, the grouping agent module creating for servicing by the contact center resource, a second work item grouping comprising the first work item and the third second work item.

27. The contact center of claim 19, wherein the first work item is simultaneously a member of the first work item grouping and a second work item grouping and wherein members of the first work item grouping and members of the second work item grouping have different qualifiers in common, wherein the first and second work item groupings are eligible, at the same time, to be assigned to the contact center resource for servicing, wherein the first and second work item groupings each comprise a plurality of related work items, and wherein the processor selects the first work item grouping for delivery to the contact center resource based on at least one of a number and type(s) of member work items in the first and second work item groupings and queue priorities of the members of the first and second work item groupings.

28. The contact center of claim 19, further comprising:

a selector module operable to;

select the first work item as a best work item for a common contact center resource;

determine the customer identity associated with the first work item;

look up the customer identity in a work item table having stored the first work item grouping;

find the first work item grouping associated with the customer identity; and

deliver the first work item grouping to the agent, wherein, by receiving the first work item grouping, the agent receives the first work item and the second work item substantially simultaneously for servicing.

32. The contact center of claim 19, wherein the first work item and a third work item have a second selected qualifier in common, wherein the selected qualifier is at least one of intent, media type, and subject, wherein the first work item and the third work items involve different contactors, and wherein the common contact center resource services simultaneously the first work item and the third work item in one or more of a group chat and chat room.

37. The contact center of claim 28, wherein a presence of the first work item grouping is a factor used by the selector in preferentially selecting, for servicing by the resource, the first work item over a third work item unrelated to the first work item.

33. A contact center, comprising:

a work item grouping table operable to store work item groupings;

a grouping agent in communication with the work item grouping table operable to;

select a first work item for servicing by a contact center resource;

analyze the first work item for a selected qualifier;

determine that the first work item is related to at least a second work item by the selected qualifier, wherein the selected qualifiers is at least one of customer identity, intent, media type, subject, and transaction identifier and wherein the first work item is a real-time contact and the at least a second work item is a non-real-time contact; and

create, in the work item grouping table and for servicing by the contact center resource, a first work item grouping, wherein the first work item and the second work item are members of the first work item grouping;

a selector in communication with the work item grouping table operable to;

select the first work item grouping as a best work item for servicing by an available agent; and

deliver the first work item grouping to the agent, wherein the agent receives the first work item and the second work item substantially simultaneously or near simultaneously for servicing.

34. The contact center of claim 33, wherein, in the determining function, the grouping agent determines whether the first work item and the at least a second work item have a first and a second selected qualifier in common;

when the first work item and the at least a second work item have a first and a second selected qualifier in common, forms a work item grouping for the first work item and the at least a second work item; and

when the first work item and the at least a second work item do not have a first and a second selected qualifier in common, does not form a work item grouping for the first work item and the at least a second work item and wherein the selected qualifier is at least one of customer identity, intent, media type, subject, and transaction identifier.

35. The contact center of claim 33, wherein the first work item is a live voice call, wherein the at least one of a second work item is one or more of an email and voice message, wherein the first and second work items are discrete contacts, wherein the first selected qualifier is customer identity, and wherein the first and the at least a second work items involve different media types.

36. The contact center of claim 33, wherein the first selected qualifier is at least one of intent, subject, and media type and wherein the first and the at least a second work items involve different contactors.