Work item relation awareness for agents during routing engine driven sub-optimal work assignments

• US 8,073,129 B1
• Filed: 10/03/2005
• Issued: 12/06/2011
• Est. Priority Date: 10/03/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Kalavar, Rajeev P.
• Primary Examiner(s): Aubaidi, Rasha Al
• Application Number:
  US11/243,436
• Time in Patent Office: 2,255 Days
• Field of Search: 37926501-26502, 379/266.04, 379/265.12
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

In one embodiment, a contact center 100 includes:

• • (a) a queue 208 to contain a pointer to a first contact from a first customer;
  • (b) a selector 220 to select a first agent to service the first contact, the first agent being a suboptimal selection for servicing the first contact and a second agent being an optimal selection for servicing the first contact; and
  • (c) a routing notification agent 232 to notify the first agent that the second agent was the optimal selection for servicing the contact; and/or, after delivery of the first contact to the first agent, notify the second agent that the first agent is the suboptimal selection for servicing the contact and that the second agent is the optimal selection for servicing the contact.

Claims

1. A method for servicing contacts, comprising:

(a) receiving a first contact from a first customer;

(b) identifying, a routing engine and contact selector, an optimal agent to service the first contact based on capabilities of the optimal agent and processing requirements of the first contact;

(c) selecting, by the routing engine and contact selector, a first agent to initially service the first contact in lieu of the optimal agent initially selected to service the first contact, wherein the first agent is a suboptimal selection for servicing the first contact; and

(d) performing at least one of the following substeps;

(d1) generating a notification at a suboptimal routing notification agent, the notification notifying the first agent that the optimal agent was not selected to initially service the first contact; and

(d2) after delivery of the first contact to the first agent, notifying the optimal agent that the first agent is the suboptimal selection for servicing the first contact and that the optimal agent is identified as optimal for initially servicing the first contact.

2. The method of claim 1, wherein step (d1) is performed.

3. The method of claim 1, wherein step (d2) is performed.

4. The method of claim 1, wherein both steps (d1) and (d2) are performed after delivering the first contact to the first agent.

5. The method of claim 1, wherein at least one of the first and optimal agents is further notified by the suboptimal routing notification agent of a reason why the first agent is the suboptimal selection.

6. The method of claim 1, wherein at least one of the first and optimal agents is further notified of a reason why the optimal agent is the optimal selection but is not initially selected to service the first contact.

7. The method of claim 1, wherein the optimal agent is optimal because a second contact of a second customer being serviced by the optimal agent is related to the first contact and wherein the optimal agent is not initially selected to service the first contact because the optimal agent is unavailable.

8. The method of claim 7, further comprising:

(e) providing to the first agent at least some of the information exchanged between the second customer and the optimal agent.

9. The method of claim 7, further comprising:

(e) including, in a first set of data structures associated with the first contact, a pointer to a second set of data structures associated with the second contact.

10. The method of claim 1, further comprising:

(e) querying the first customer whether the first customer is willing to wait for servicing by the optimal agent rather than being assigned to the first agent.

11. A non-transitory computer readable medium comprising executable instructions operable to perform, when executed by a processor, the steps of claim 1.

12. The contact center of claim 11, wherein operation (c1) is performed.

13. The contact center of claim 11, wherein operation (c2) is performed.

14. The contact center of claim 11, wherein at least one of the first and second agents is further notified of a reason why the first agent is not the optimal selection.

15. The contact center of claim 11, wherein at least one of the first and second agents is further notified of a reason why the second agent is the optimal selection.

16. The contact center of claim 11, wherein the second agent is optimal because a second contact of a second customer being serviced by the second agent is related to the first contact.

17. The contact center of claim 16, further comprising:

a first set of data structures associated with the first contact including a pointer to a second set of data structures associated with the second contact.

18. The contact center of claim 17, further comprising:

a third set of data structures associated with a third contact including a pointer to at least one of the first set of data structures associated with the first contact and the second set of data structures associated with the second contact, wherein the third contact is related to the first contact in a first way, and wherein the third contact is related to the second contact is a second different way.

19. A contact center, comprising:

(a) a queue operable to contain a pointer to a first contact from a first customer;

(b) an automated routing engine and contact selector operable to initially identify a second agent as an optimal selection for servicing the first contact, determine that the second agent is currently unavailable to service the first contact, and then select a first agent to at least initially service the first contact in lieu of the second agent and deliver the first contact to the first agent; and

(c) a routing notification agent operable to perform at least one of the following operations;

(c1) generate a notification which, when provided to the first agent, notifies the first agent that the agent and contact selector determined the second agent to be the optimal selection for servicing the contact; and

(c2) after delivery of the first contact to the first agent, generate a notification which, when provided to the second agent, notifies the second agent that the first agent is a suboptimal selection for servicing the contact and that the second agent is the optimal selection for servicing the contact.

20. A method for servicing contacts, comprising:

(a) receiving a first contact from a first customer;

(b) identifying, by a routing engine and contact selector, a second agent as an optimal selection for servicing the first contact;

(c) determining, by the routing engine and contact selector, that the second agent is currently unavailable to service the first contact;

(d) selecting, by the routing engine and contact selector, a first agent to at least initially service the first contact in lieu of the second agent;

(e) delivering the first contact to the first agent; and

(f) notifying the first customer that the first agent is the suboptimal selection and is currently available to service the first contact and that a second agent is the optimal selection and will be available to service the first contact after an additional waiting period.

21. The method of claim 20, further comprising:

(g) receiving a first customer response from the first customer;

(h) when the first customer response is a first response, delivering the first contact to the first agent; and

when the first customer response is a second response different from the first response, delivering the first contact to the second agent.

22. The method of claim 20, wherein step (f) is performed before the first contact is delivered to the first agent.

23. A non-transitory computer readable medium comprising processor-executable instructions operable to perform, when executed, the steps of claim 20.