Work assignment deferment during periods of agent surplus

• US 8,634,541 B2
• Filed: 04/26/2012
• Issued: 01/21/2014
• Est. Priority Date: 04/26/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Flockhart, Andrew D., Steiner, Robert C., Kohler, Joylee
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): Hoque, Nafiz E
• Application Number:
  US13/457,253
• Publication Number:
  US 20130287202A1
• Time in Patent Office: 635 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.11, 379/265.12, 379/265.13
• US Class Current: 379/265.12
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support deferring work item routing decisions for a predetermined amount of time even when agents that are technically qualified to handle the work item are available. The deferment of work item routing decisions helps to achieve better matching and, therefore, increases contact center efficiency even though decisions are delayed.

Claims

1. A method performed by a processor, the method comprising:

dividing a group of contact center agents into at least two tiers, the at least two tiers including a first tier and a second tier;

receiving a work item at a first time, wherein agents from the group of contact center agents including both first and second tier agents are qualified to process the received work item;

determining that no first tier agent is available to receive the work item at the first time; and

deferring a work assignment decision for the work item regardless of whether or not a second tier agent is available to receive the work item at the first time, wherein the work assignment decision is deferred until a second time that is a predetermined amount of time after the first time, wherein agents in the first tier are predicted to complete processing of the work item within a first processing time, wherein agents in the second tier are predicted to complete processing of the work item within a second processing time, and wherein the second processing tune is greater than the first processing time by an amount that exceeds the predetermined amount of time.

2. The method of claim 1, the method further comprising:

at or after the second time, changing a status of the second tier agents from ineligible to process the work item to eligible to process the work item; and

at or after the second time and after the status of the second tier agents has been changed, making the work assignment decision for the work item, wherein the work assignment decision made at or after the second time includes all available first and second tier agents as eligible.

3. The method of claim 2, wherein at or after the second time no first tier agent is still available and wherein the work assignment decision causes the work item to be assigned to a second tier agent.

4. The method of claim 2, wherein at or after the second time a first tier agent is available and wherein the work assignment decision causes the work item to be assigned to the available first tier agent.

5. The method of claim 1, wherein agents in the first tier are predicted based on prior work history to obtain a first value when processing the work item, wherein agents in the second tier are predicted based on prior work history to obtain a second value when processing the work item, and wherein the first value is greater than the second value.

6. The method of claim 5, wherein the predetermined amount of time is computed based on a difference between the first value and second value.

7. The method of claim 1, wherein the work item corresponds to a real-time contact.

8. The method of claim 1, wherein a second tier agent that is qualified to process the work item is available at the first time, but the second tier agent is considered ineligible to process the work item at least until the second time.

9. A tangible and non-transitory computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising:

instructions configured to divide a group of contact center agents into at least two tiers, the at least two tiers including a first tier and a second tier; and

instructions configured to determine, at a first time, that a work assignment decision for a received work item should be deferred until a second time regardless of whether or not a second tier agent is available to process the work item at the first time because there are no first tier agents available to process the work item at the first time, wherein agents from the group of contact center agents including both first and second tier agents are qualified to process the received work item, and wherein the second time is a predetermined amount of time after the first time, wherein agents in the first tier are predicted to complete processing of the work item within a first processing time, wherein agents in the second tier are predicted to complete processing of the work item within a second processing time, and wherein the second processing time is greater than the first processing time by an amount that exceeds the predetermined amount of time.

10. The computer readable medium of claim 9, further comprising instructions configured to, at or after the second time, change a status of the second tier agents from ineligible to process the work item to eligible to process the work item and then make the work assignment decision for the work item, wherein the work assignment decision made at or after the second time includes all available first and second tier agents as eligible.

11. The computer readable medium of claim 10, wherein at or after the second time no first tier agent is still available and wherein the work assignment decision causes the work item to be assigned to a second tier agent.

12. The computer readable medium of claim 10, wherein at or after the second time a first tier agent is available and wherein the work assignment decision causes the work item to be assigned to the available first tier agent.

13. The computer readable medium of claim 9, wherein agents in the first tier are predicted based on prior work history to obtain a first value when processing the work item, wherein agents in the second tier are predicted based on prior work history to obtain a second value when processing the work item, and wherein the first value is greater than the second value.

14. The computer readable medium of claim 13, wherein the predetermined amount of time is computed based on a difference between the first value and second value.

15. A contact center, comprising:

a processor comprising a work assignment mechanism including;

a work assignment engine including at least one set of work assignment rules configured to divide a group of contact center agents into at least two tiers, the at least two tiers including a first tier and a second tier and, at a first time, determine that a work assignment decision for a received work item should be deferred until a second time regardless of whether or not a second tier agent is available to receive the work item at the first time because there are no first tier agents available to receive the work item at the first time, wherein agents from the group of contact center agents including both first and second tier agents are qualified to process the received work item, and wherein the second time is a predetermined amount of time after the first time, wherein agents in the first tier are predicted to complete processing of the work item within a first processing time, wherein agents in the second tier are predicted to complete processing of the work item within a second processing time, and wherein the second processing tune is greater than the first processing time by an amount that exceeds the predetermined amount of time.

16. The contact center of claim 15, wherein the at least one set of work assignment rules include a skill-based deferment rule set and a value-based deferment rule set.

17. The contact center of claim 16, further comprising a state monitor configured to determine a current state of the contact center and provide instructions to the work assignment engine that cause the work assignment engine to, based on the current state of the contact center, determine whether to use the skill-based deferment rule set or the value-base deferment rule set.

18. The contact center of claim 15, wherein a second tier agent that is qualified to process the work item is available at the first time, but the second tier agent is considered ineligible to process the work item at least until the second time.