Multi-media contact channel in agent state control system and method for use in a contact center

• US 8,270,591 B2
• Filed: 08/23/2005
• Issued: 09/18/2012
• Est. Priority Date: 08/23/2005
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Lawrence, Christopher Stanley, Hegarty, Nancy
• Primary Examiner(s): Kuntz, Curtis
• Assistant Examiner(s): ZENATI, AMAL S
• Application Number:
  US11/211,113
• Publication Number:
  US 20070055777A1
• Time in Patent Office: 2,583 Days
• Field of Search: 379/265.03, 379/266
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5234 Uniform load distribution

Abstract

A channel and agent state control system and method is used in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over the contact channels. The agents are allocated to one or more contact channel tasks corresponding to the contact channels. The system and method reallocates the agents between the contact channels based upon real-time contact channel state data and the agent states. The system and method can be configured by a user to determine when reallocation is needed within a contact channel and to determine how the agents are reallocated.

Claims

1. A multi-media contact channel and agent state control method for use in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over said multi-media contact channels, wherein each of said agents are assigned to at least one primary operational activity corresponding to said contact channels, said method comprising the acts of:

providing agent configuration data from the plurality of agents, said agent configuration data including an agent state indication, wherein said agent state indication represents a current operational activity being performed by said agent within a specific contact channel;

providing contact channel configuration data from each of the plurality of multi-media contact channels, wherein said contact channel configuration data is based upon a plurality of predetermined service levels that track a relative percentage of performance within a specific contact channel, wherein said predetermined service levels include a service level measure for each of said plurality of multi-media contact channels;

updating and reporting real-time contact channel state data of each of said plurality of multi-media contact channels representing contact channel states to determine if said contact channel state data has exceeded said predetermined service levels of each of said multi-media contact channels, wherein said contact channel configuration data is measured against rules governing when a particular multi-media contact channel needs reallocation;

determining, based upon said real-time contact channel state data, said agent configuration data and said contact channel configuration data, that at least one of said contact channels needs a re-allocation of agent resources;

continually and in real-time monitoring and assessing said agents in said contact center to determine said agent state representing said current operational activity for each of said agents;

re-allocating at least one of said agents based upon said at least one contact channel needing said re-allocation of agent resources and based upon said agent state representing said current operational activity of at least one of said agents and said agent configuration data, wherein said re-allocation of at least one of said agents involves identifying an agent with a current operational activity that does not match said agent'"'"'s primary operational activity and wherein said agent has been assigned with said primary operational activity needed by said contact channel in need of re-allocation; and

re-assigning said agent from said agent'"'"'s current operational activity to said agent'"'"'s primary operational activity.

2. The method of claim 1 wherein said multi-media contact channels include at least one of inbound telephone channels, outbound telephone channels, email channels, world-wide-web communication channels, and voice over IP channels.

3. The method of claim 1 wherein said agents are initially assigned to a primary operational activity and at least one secondary operational activity, wherein said agents are re-allocated to either their primary operational activity or their secondary operational activity when said at least one contact channel needing said re-allocation of agent resources requires agent resources in either said primary operational activity or said secondary operational activity.

4. The method of claim 1 wherein monitoring said agents in said contact center includes posting real-time agent state data representing said agent states.

5. The method of claim 4 wherein at least some of said agents are skilled for predetermined contact channel activities, and wherein monitoring said agents in said contact center further includes determining said contact channel activities for which said agents are skilled.

6. The method of claim 1 wherein re-allocating at least one of said agents includes automatically changing said agent state of said at least one of said agents to an agent state within said one of said multi-media contact channels.

7. The method of claim 6 wherein said agent state is automatically changed using push technology.

8. The method of claim 1 wherein allocating said agents includes posting a message to said one of said agents asking said one of said agents to manually change said agent state to an agent state within said one of said multi-media contact channels.

9. The method of claim 1 wherein said contact channel data posted for each of said contact channels includes at least one of:

a number of events in a contact channel queue;

a number of agents actively working on events in a contact channel queue;

a service level of a contact channel queue; and

a length of time for an event within a contact channel queue.

10. The method of claim 1 wherein said agent configuration data represents rules governing the allocation of said agents to said contact channels.

11. The method of claim 1 wherein said contact channel configuration data represents rules governing the capabilities of said contact channels.

12. A system for controlling multi-media contact channel states and agent states in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over said contact channels, wherein each of said agents are assigned to at least one primary operational activity corresponding to said contact channels, said system comprising:

contact channel state data representing contact channel states, wherein said contact channels states are current operational activities being performed by said contact channels in said contact center;

agent state data representing agent states, wherein said agent states of each of said agents features a current operational activity being performed by each of said agents in said contact center;

configuration data representing rules for allocating and reallocating said agents to said contact channels, wherein said rules for allocating and reallocating said agents includes reallocating at least one of said agents after identifying an agent with a current operational activity that does not match said agent'"'"'s primary operational activity and that said agent has been assigned with a primary operational activity needed by said contact channel in need of reallocation; and

a load balancing engine for monitoring said contact channel states and said agent states, and for re-allocating said agents to said multi-media contact channels based upon said contact channel state data, said agent state data, and said configuration data.

13. The system of claim 12 wherein said multi-media contact channels include at least one of inbound telephone channels, outbound telephone channels, email channels, world-wide-web communication channels, and voice over IP channels.

14. The system of claim 12 wherein said load balancing engine re-allocates said agents by automatically changing said agent states.

15. The system of claim 14 wherein said load balancing engine automatically changes said agent states using push technology.

16. The system of claim 12 wherein said load balancing engine re-allocates said agents by posting a message to said agents asking said agents to manually change said agent state.

17. The system of claim 12 wherein said contact channel data includes at least one of:

a number of events in a contact channel queue;

a number of agents actively working on events in a contact channel queue;

a service level of a contact channel queue; and

a length of time for an event within a contact channel queue.

18. The system of claim 12 wherein said configuration data includes contact channel configuration data representing rules governing the capabilities of said contact channels and agent configuration data represents rules governing the allocation of said agents to said contact channels.

19. A multi-media contact channel and agent state control system for use in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over said contact channels, wherein each of said agents are assigned to at least one primary operational activity corresponding to said contact channels, said system comprising:

means for providing agent configuration data and contact channel configuration data;

means for posting real-time contact channel state data representing contact channel states of said multi-media contact channels;

means for monitoring and assessing continually and in real-time said agents in said contact center to determine agent states of each of said agents, said agent state representing a current operational activity of each of said agents;

means for determining, based upon said real-time contact channel state data and said contact channel configuration data, that at least one of said contact channels needs a re-allocation of agent resources;

means for monitoring agents in said contact center to determine an agent state for each of said agents, said agent state being a primary operational activity or a current operational activity being performed by an agent within a contact channel; and

means for re-allocating at least one of said agents from said current operational activity to said primary operational activity based upon said at least one contact channel needing said re-allocation of agent resources and based upon said agent state of said one of said agents and said agent configuration data.

20. A contact center comprising:

a plurality of agent workstations including data terminals and audio communications devices;

a plurality of agents, wherein each agent is assigned a primary operational activity;

a host system including contact data;

communications systems for establishing contact channels allowing said agents to communicate; and

a contact center management system for managing resources in said contact center, said contact center management system comprising;

contact channel state data representing contact channel states, wherein said contact channels states are current operational activities being performed by said contact channels in said contact center;

agent state data representing agent states, wherein said agent states for each of said agents indicates a current operational activity being performed by said agents in said contact center;

configuration data representing rules for allocating said agents to said contact channels; and

a load balancing engine for monitoring said contact channel states and said agent states, and for re-allocating said agents to said multi-media contact channels based upon said contact channel state data, said agent state data, and said configuration data, wherein re-allocating of at least one agent includes identifying an agent with a current operational activity that is different from their primary operational activity wherein said agent has been assigned with said primary operational activity that is currently needed by said contact channel;

wherein said agent workstations, said host system, said communication systems, and said contact center management system are connected over a network.