Method and apparatus for assessing the status of work waiting for service

• US 8,094,804 B2
• Filed: 09/26/2003
• Issued: 01/10/2012
• Est. Priority Date: 09/26/2003
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Flockhart, Andrew D., Roybal, Larry J., Steiner, Robert C.
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US10/673,103
• Publication Number:
  US 20050071211A1
• Time in Patent Office: 3,028 Days
• Field of Search: 37926501-26514, 37926601-2661, 379/309, 700/100, 700/102
• US Class Current: 379/266.03
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/0635 Risk analysis of enterprise or organisation activities
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.

Claims

1. A method, in a contact center comprising a central server for distributing work items to workstations of a first set of resources, and a work queue having a plurality of work items, the method comprising:

receiving the plurality of work items at at least one telecommunications component of the contact center from a plurality of customers, wherein the at least one telecommunications component comprises at least one of a PBX and a server;

generating, in a server executing a workload monitoring agent, based at least in part on said work queue, an ordered set of items related to the plurality of work items in the work queue;

analyzing, by said server executing the workload monitoring agent, said ordered set, wherein the analyzing step determines a required queue position for each of the plurality of work items, wherein at least one of the following is true for a selected required queue position;

(i) multiple of the work items have a determined required queue position equal to the selected required queue position; and

(ii) no work items have a determined required queue position equal to the selected required queue position and wherein the selected required queue position is closer to a head of the ordered set than another selected required queue position that equals a determined required queue position of at least one of the work items;

based on said analyzing step, determining in said server executing the workload monitoring agent a state of said work queue;

forwarding work items in the work queue to workstations of the first set of resources; and

when the workload monitoring agent predicts a surplus of work items, additionally forwarding work items to workstations of a second set of resources.

2. The method of claim 1, wherein the workstations of the first set of resources service the work items forwarded thereto and the workstations of the second set of resources service the work items forwarded thereto.

3. The method of claim 1, wherein if the state indicating a surplus of work items being predicted is a future risk state, the method further includes predicting when the surplus of work items will occur, and additionally forwarding work items in the work queue to workstations of the second set of resources in dependence on said prediction.

4. The method of claim 1, wherein said required queue position (“

RQP”

) is based on a service time goal for each work item and a weighted advance time of the work queue.

5. The method of claim 4, wherein said generating step includes:

creating an array of counters, each element in said array of counters corresponding to a predefined range of RQP'"'"'s; and

incrementing a counter in said array of counters associated with the RQP for each work item; and

wherein said determining step includes;

for each work item, subtracting from the service time goal for said work item an amount of time since said work item was received to obtain a remaining time for said work item.

6. The method of claim 4, wherein said determining step includes:

determining said weighted advance time of the work queue; and

for each work item, dividing a remaining time by said weighted advance time for the work queue.

7. The method of claim 4, wherein said generating step further comprises:

determining a range of RQP'"'"'s which correspond to each item within said ordered set, wherein, when a number of a selected item is N, said predefined range of queue positions for the selected item in said ordered set, is 2<sup>N−

1</sup><

RQP≦

2^N.

8. The method of claim 1, wherein said analyzing step comprises:

creating an index variable;

setting the index variable to one;

creating a sum variable;

setting said sum variable to zero;

calculating a new sum as the sum of the previous value of the sum variable and the value of an item in the ordered set which corresponds to the index variable;

determining a highest required queue position, RQP, associated with the item in the ordered set which corresponds to the index variable;

determining if the sum is greater than said highest RQP;

setting a state to “

Future Risk”

when said sum is greater than said highest RQP; and

incrementing said index and repeating said calculating a new sum, determining a highest RQP, determining if the sum is greater than the highest RQP, and setting a state steps when said sum is not greater than said highest RQP.

9. The method of claim 8 wherein said analyzing step further comprises:

determining if there are additional items in said ordered set;

setting a state to “

On Target”

when there are no additional items in said ordered set; and

when said sum is greater than said highest RQP, predicting a time and/or extent of said “

Future Risk”

.

10. The method of claim 9 wherein said time is calculated as the product of the index and the weighted advance time for the work queue and wherein said extent is calculated as a difference between said sum and said highest RQP.

11. A computer-readable medium containing processor executable instructions for performing the method of claim 1.

12. A contact center, comprising:

at least one work queue of a plurality of work items from a plurality of customers;

a plurality of workstations corresponding to a first set of resources;

a workload monitoring agent operable to;

generate, based at least in part on said work queue, an ordered set of items related to the plurality of work items in the work queue;

analyze said ordered set, wherein the analyzing step determines a required queue position for each of the plurality of work items, wherein at least one of the following is true for a selected required queue positions;

(i) multiple of the work items have a determined required queue position equal to the selected required queue position; and

(ii) no work items have a determined required queue position equal to the selected required queue position and wherein the selected required queue position is closer to a head of the ordered set than another selected required queue position that equals a determined required queue position of at least one of the work items;

determine a state of said work queue based on said analysis;

cause the work items in the work queue to be forwarded to workstations of the first set of resources; and

when the state corresponds to a predicted surplus of work items, additionally cause work items to be forwarded to workstations of a second set of resources.

13. The contact center of claim 12, wherein each of said work items has an associated service time goal, said workload monitoring agent being further adapted to:

(a) monitor said at least one queue of work items;

(b) assess a state of said at least one queue of work items with respect to the service time goals for said plurality of work items;

(c) determine a number of work items which are likely not to meet their service time goals and a time at which the service time goal for said number of work items will expire; and

(d) in response to determining a number of work items are likely not to meet their service time goals, assign at least one resource from the second set of resources to at least one of said work items.

14. The contact center of claim 12, wherein the workload monitoring agent is further operable to (i) identify a weighted advance time for servicing of work items, (ii) determine a required queue position for each of said work items, (iii) determine said required queue position based on the weighted advance time for servicing of work items, an elapsed time since the work item was received at said at least one queue, and a service time goal for the work items, and (iv) determine, from the at least one queue, a representation of required queue positions associated with the work items in said at least one queue.

15. The contact center of claim 12, wherein said required queue position is calculated as a difference between the service time goal and the elapsed time divided by the weighted advance time for servicing of work items.

16. The contact center of claim 12, wherein a predetermined workload level exists when a queue position in a representation of required queue positions is less than a number of enqueued work items ahead of the queue position in the representation of required queue positions, wherein a time at which the predetermined workload level will likely exist is a product of the weighted advance time for servicing of work items and queue position at which the predetermined workload level will likely exist;

and wherein a number of work items required to be serviced is a difference between the required queue position and the number of enqueued work items before the required queue position.

17. The contact center of claim 12, wherein the workstations of the first set of resources service the work items forwarded thereto and the workstations of the second set of resources service the work items forwarded thereto.

18. A method, comprising:

receiving a plurality of work items at at least one telecommunications component of a contact center from a plurality of customers, wherein the at least one telecommunications component comprises at least one of a PBX and a server;

assigning the work items to at least one work queue serviced by a first set of resources;

generating, in a server executing a workload monitoring agent, based at least in part on said work queue, an ordered set of items related to the plurality of work items in the work queue;

analyzing, by said server executing the workload monitoring agent, said ordered set, wherein the analyzing step determines a required queue position for each of the plurality of work items, wherein at least one of the following is true for a selected required queue positions;

(i) multiple of the work items have a determined required queue position equal to the selected required queue position; and

(ii) no work items have a determined required queue position equal to the selected required queue position and wherein the selected required queue position is closer to a head of the ordered set than another selected required queue position that equals a determined required queue position of at least one of the work items; and

based on said analyzing step, assigning the work items in the work queue to the first set of resources.

19. The method of claim 18, further comprising:

determining in said workload monitoring agent a state of said work queue; and

when the work queue state is a surplus of work items, additionally forwarding work items to a second set of resources.

20. The method of claim 18, wherein (i) is true.

21. The method of claim 18, wherein (ii) is true.

22. The method of claim 19, wherein the first set of resources service the work items forwarded thereto and the second set of resources service the work items forwarded thereto.

23. The method of claim 18, further comprising:

determining in said workload monitoring agent a state of said work queue; and

wherein if the work queue state predicts a surplus of work items and is a future risk state, the method further includes predicting when the surplus of work items will occur, and additionally forwarding work items in the work queue to a second set of resources in dependence on said prediction.

24. The method of claim 18, wherein said required queue position (“

RQP”

) is based on a service time goal for each work item and an estimated wait time of the work queue.

25. The method of claim 24, wherein said generating step includes:

creating an array of counters, each element in said array of counters corresponding to a predefined range of RQP'"'"'s; and

incrementing a counter in said array of counters associated with the RQP for each work item; and

wherein said determining step includes;

for each work item, subtracting from the service time goal for said work item an amount of time since said work item was received to obtain a remaining time for said work item.

26. The method of claim 24, wherein said determining step includes:

determining a weighted advance time of the work queue; and

for each work item, dividing a remaining time by said weighted advance time for the work queue.

27. The method of claim 25, wherein said generating step further comprises:

determining a range of RQP'"'"'s which correspond to each item within said ordered set, wherein, when a number of a selected item is N, said predefined range of queue positions for the selected item in said ordered set, is 2<sup>N−

1</sup><

RQP≦

2^N.

28. The method of claim 18, wherein said analyzing step comprises:

creating an index variable;

setting the index variable to one;

creating a sum variable;

setting said sum variable to zero;

calculating a new sum as the sum of the previous value of the sum variable and the value of the item in the ordered set which corresponds to the index variable;

determining a highest required queue position, RQP, associated with the item in the ordered set which corresponds to the index variable;

determining if the sum is greater than said highest RQP;

setting a state to “

Future Risk”

when said sum is greater than said highest RQP; and

incrementing said index and repeating said calculating a new sum, determining a highest RQP, determining if the sum is greater than the highest RQP, and setting a state steps when said sum is not greater than said highest RQP.

29. The method of claim 28, wherein said analyzing step further comprises:

determining if there are additional items in said ordered set;

setting a state to “

On Target”

when there are no additional items in said ordered set; and

when said sum is greater than said highest RQP, predicting a time and/or extent of said “

Future Risk”

.

30. The method of claim 29 wherein said time is calculated as the product of the index and the weighted advance time for the work queue and wherein said extent is calculated as the difference between said sum and said highest RQP.

31. A computer-readable medium containing processor executable instructions for performing the method of claim 18.

42. The method of claim 18, wherein each required queue position N corresponds to a range of work queue positions and wherein the work queue positions range from 2^N−

1 to 2^N.

43. The method of claim 18, wherein each required queue position corresponds to multiple positions in the work queue.

32. A contact center, comprising:

at least one work queue of a plurality of work items from a plurality of customers;

a first set of resources;

a workload monitoring agent operable to;

generate, based at least in part on said work queue, an ordered set of items related to the plurality of work items in the work queue;

analyze said ordered set, wherein the analyzing step determines a required queue position for each of the plurality of work items, wherein at least one of the following is true for a selected required queue positions;

(i) multiple of the work items have a determined required queue position equal to the selected required queue position; and

(ii) no work items have a determined required queue position equal to the selected required queue position and wherein the selected required queue position is closer to a head of the work queue than another selected required queue position that equals a determined required queue position of at least one of the work items; and

based on the required queue positions, assign the work items in the work queue to be forwarded to the first set of resources.

33. The contact center of claim 32, wherein each of said work items has an associated service time goal, said workload monitoring agent being further adapted to:

(a) monitor said at least one queue of work items;

(b) assess a state of said at least one queue of work items with respect to the service time goals for said plurality of work items;

(c) determine a number of work items which are likely not to meet their service time goals and a time at which the service time goal for said number of work items will expire; and

(d) in response to determining a number of work items are likely not to meet their service time goals, assign at least one resource from the second set of resources to at least one of said work items.

34. The contact center of claim 32, wherein the workload monitoring agent is further operable to (i) identify a weighted advance time for servicing of work items, (ii) determine a required queue position for each of said work items, (iii) determine said required queue position based on the weighted advance time for servicing of work items, an elapsed time since the work item was received at said at least one queue, and a service time goal for the work items, and (iv) determine, from the at least one queue, a representation of required queue positions associated with the work items in said at least one queue.

35. The contact center of claim 32, wherein said required queue position is calculated as the difference between the service time goal and the elapsed time divided by a weighted advance time for servicing of work items.

36. The contact center of claim 32, wherein a predetermined workload level exists when a queue position in a representation of required queue positions is less than a number of enqueued work items ahead of the queue position in the representation of required queue positions, wherein the time at which the predetermined workload level will likely exist is the product of a weighted advance time for servicing of work items and queue position at which the predetermined workload level will likely exist;

and wherein the number of work items required to be serviced is the difference between the required queue position and the number of enqueued work items before the required queue position.

37. The contact center of claim 32, wherein the workload monitoring agent determines a state of said work queue based on said analysis;

and wherein the first set of resources services the work items forwarded thereto and the second set of resources services the work items forwarded thereto.

38. The contact center of claim 32, wherein (i) is true.

39. The contact center of claim 32, wherein (ii) is true.

40. The contact center of claim 32, wherein each required queue position N corresponds to a range of work queue positions and wherein the work queue positions range from 2^N−

1 to 2^N.

41. The contact center of claim 32, wherein each required queue position corresponds to multiple positions in the work queue.