Training optimizer for contact center agents

• US 8,675,860 B2
• Filed: 02/16/2012
• Issued: 03/18/2014
• Est. Priority Date: 02/16/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Eicholz, Alan David, Flockhart, Andrew D., Christensen, Tore, Sobus, Katherine Anthony
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US13/398,474
• Publication Number:
  US 20130216037A1
• Time in Patent Office: 761 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.05, 379/265.06, 379/265.12, 379/265.13, 379/266.01, 379/265.03, 379/265.04, 379/265.07, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/265.14, 379/266.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.08, 379/266.09, 379/266.1
• US Class Current: 379/265.13
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06Q 10/105 Human resources
• CPC Class Codes: G06Q 50/2057 Career enhancement or continuing education service

Abstract

The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.

Claims

1. A method, comprising:

causing a computing system to perform operations comprising;

determining that a contact center is failing to meet at least one service level objective within a predetermined threshold with respect to contacts of a first type;

receiving, in the contact center, a contact of a second type;

determining that a first contact center resource is eligible to process the contact of the second type but not the contacts of the first type;

routing to the first contact center resource a training opportunity in lieu of routing the contact of the second type, thereby causing the contact of the second type to wait for a different contact center resource to become available;

balancing a short-term loss in efficiency associated with not routing the contact of the second type to the first contact center resource with a long-term gain in efficiency associated with routing the training opportunity to the first contact center resource; and

based on the balancing of the short-term loss with the long-term gain, determining that an overall efficiency of the contact center is maximized by routing the training opportunity to the first contact center resource.

2. The method of claim 1, wherein the training opportunity takes longer to complete than an expected time for the first contact center resource to process the contact of the second type.

3. The method of claim 2, further comprising:

while the first contact center resource is processing the training opportunity and before the first contact center resource has completed the training opportunity, determining that the contact center is failing to meet at least one service level objective within a predetermined threshold with respect to contacts of the second type;

in response to determining that the contact center is failing to meet the at least one service level objective within the predetermined threshold with respect to the contacts of the second type, interrupting the first contact center resource while it is processing the training opportunity; and

during the interruption of the first contact center resource, routing at least one contact of the second type to the first contact center resource.

4. The method of claim 3, whereby the operations further comprise:

after interrupting the first contact center resource, determining that the contact center is meeting the at least one service level objective with respect to contacts of the second type; and

allowing the first contact center resource to continue processing the training opportunity in lieu of routing additional contacts of the second type to the first contact center resource.

5. The method of claim 2, whereby the operations further comprise:

while the first contact center resource is processing the training opportunity and before the first contact center resource has completed the training opportunity, determining that the contact center is failing to meet at least one service level objective within a predetermined threshold with respect to contacts of the second type;

determining a first value corresponding to an amount by which the contact center is failing to meet the at least one service level objective with respect to contacts of the first type;

determining a second value corresponding to an amount by which the contact center is failing to meet the at least one service level objective with respect to contacts of the second type;

determining that the first value exceeds the second value; and

in response to determining that the first value exceeds the second value, allowing the first contact center resource to continue processing the training opportunity.

6. The method of claim 1, wherein the contacts of the first type correspond to a first skill requirement and the contact of the second type corresponds to a second skill requirement that is different than the first skill requirement.

7. The method of claim 1, wherein the at least one service level objective comprises one or more of the following:

First Call Resolution, dollar amount/contact, dollar amount/minimum, Profit/contact, Profit/minimum, Average Handle Time, Abandon Rate, agent preference, closure rate, quality score, commit to pay rate, revenue/target, and customer satisfaction.

8. A non-transitory computer-readable medium comprising processor-executable instructions that, when executed by a processor, perform the method of claim 1.

9. The method of claim 1, wherein the first contact center resource is eligible to process the contact of the second type when the first contact center resource is available and wherein the first contact center resource is undertrained to service the contact of the second type.

10. A contact center, comprising:

a work assignment mechanism configured to receive contacts of a first type and contacts of a second type, the work assignment mechanism including a work assignment engine that is configured to assign the contacts received at the work assignment mechanism to one or more resources in the contact center;

a routing engine configured to distribute the contacts among the one or more resources based on assignment instructions received from the work assignment mechanism;

a training optimization mechanism configured to determine that the contact center is failing to meet at least one service level objective within a predetermined threshold with respect to contacts of the first type, determine that a first contact center resource is eligible to process contacts of the second type but not the contacts of the first type, and instruct the work assignment engine to assign the first contact center resource a training opportunity in lieu of assigning waiting contacts of the second type, thereby causing the contacts of the second type to continue to wait for a different contact center resource to become available; and

wherein the training optimization mechanism is further configured to balance a short-term loss in efficiency associated with not routing the contact of the second type to the first contact center resource with a long-term gain in efficiency associated with routing the training opportunity to the first contact center resource and, based on the balancing of the short-term loss with the long-term gain, determine that an overall efficiency of the contact center is maximized by routing the training opportunity to the first contact center resource.

11. The contact center of claim 10, wherein the training opportunity takes longer to complete than an expected time for the first contact center resource to process the contact of the second type.

12. The contact center of claim 11, wherein the training optimization mechanism is further configured to determine, while the first contact center resource is processing the training opportunity and before the first contact center resource has completed the training opportunity, that the contact center is failing to meet at least one service level objective within a predetermined threshold with respect to contacts of the second type and in response to determining that the contact center is failing to meet the at least one service level objective within the predetermined threshold with respect to the contacts of the second type, interrupt the first contact center resource while it is processing the training opportunity thereby allowing the work assignment engine to route at least one contact of the second type to the first contact center resource during the interruption of the training opportunity.

13. The contact center of claim 12, wherein the training optimization mechanism is further configured to determine, after interrupting the first contact center resource, that the contact center is meeting the at least one service level objective with respect to contacts of the second type and then inhibit the work assignment engine from assigning additional contacts to the first contact center resource, thereby allowing the first contact center resource to continue processing the training opportunity.

14. The contact center of claim 11, wherein the training optimization mechanism is further configured to determine, while the first contact center resource is processing the training opportunity and before the first contact center resource has completed the training opportunity, that the contact center is failing to meet at least one service level objective within a predetermined threshold with respect to contacts of the second type and then further determine a first value corresponding to an amount by which the contact center is failing to meet the at least one service level objective with respect to contacts of the first type, determine a second value corresponding to an amount by which the contact center is failing to meet the at least one service level objective with respect to contacts of the second type, determine that the first value exceeds the second value, and in response to determining that the first value exceeds the second value, allow the first contact center resource to continue processing the training opportunity.

15. The contact center of claim 10, wherein the contacts of the first type correspond to a first skill requirement and the contact of the second type corresponds to a second skill requirement that is different than the first skill requirement.

16. The contact center of claim 10, wherein the at least one service level objective comprises one or more of the following:

First Call Resolution, dollar amount/contact, dollar amount/minimum, Profit/contact, Profit/minimum, Average Handle Time, Abandon Rate, agent preference, closure rate, quality score, commit to pay rate, revenue/target, and customer satisfaction.

17. The contact center of claim 10, wherein the first contact center resource is eligible to process the contact of the second type when the first contact center resource is available and wherein the first contact center resource is undertrained to service the contact of the second type.

18. A server operating in a contact center, the server comprising:

a work assignment engine configured to receive contacts of a first type and contacts of a second type, and then assign the received contacts to one or more resources in the contact center; and

a training optimization mechanism configured to determine that the contact center is failing to meet at least one service level objective within a predetermined threshold with respect to contacts of the first type, determine that a first contact center resource is eligible to process contacts of the second type but not the contacts of the first type, and instruct the work assignment engine to assign to the first contact center resource a training opportunity in lieu of assigning waiting contacts of the second type, thereby causing the contacts of the second type to continue to wait for a different contact center resource to become available; and

wherein the training optimization mechanism is further configured to balance a short-term loss in efficiency associated with not routing the contact of the second type to the first contact center resource with a long-term gain in efficiency associated with routing the training opportunity to the first contact center resource and, based on the balancing of the short-term loss with the long-term gain, determine that an overall efficiency of the contact center is maximized by routing the training opportunity to the first contact center resource.

19. The server of claim 18, wherein the at least one service level objective comprises one or more of the following:

First Call Resolution, dollar amount/contact, dollar amount/minimum, Profit/contact, Profit/minimum, Average Handle Time, Abandon Rate, agent preference, closure rate, quality score, commit to pay rate, revenue/target, and customer satisfaction.

20. The server of claim 18, wherein the first contact center resource is eligible to process the contact of the second type when the first contact center resource is available and wherein the first contact center resource is undertrained to service the contact of the second type.