Multi-tasking relief

• US 8,699,691 B2
• Filed: 04/18/2012
• Issued: 04/15/2014
• Est. Priority Date: 04/18/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Kohler, Joylee, Steiner, Robert C., Flockhart, Andrew D.
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US13/449,955
• Publication Number:
  US 20130279685A1
• Time in Patent Office: 727 Days
• Field of Search: 379/265.02, 379/265.06, 379/265.09, 379/266.1, 379/309
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

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, determine performance efficiencies/metric associated with one or more multi-tasking agents and provide relief to agents based on rules. This multi-tasking relief may be provided to the one or more agents via reducing an amount of multi-tasking work, inserting breaks into the agent'"'"'s work flow, and/or directing work items to other resources.

Claims

1. A method, comprising:

determining, by a processor, at least one performance metric associated with one or more multi-tasking agents in a contact center, wherein the at least one performance metric is determined by comparing historical performance data, associated with the one or more multi-tasking agents, with at least one service level criterion;

determining, by the processor, that a change in the at least one performance metric corresponds to at least one specific work item type that is handled as part of multi-tasking work by the one or more multi-tasking agents; and

adjusting an amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents based on the determined change in the at least one performance metric, wherein adjusting the amount of the at least one specific work item type in the multi-tasking work further comprises;

referring to adjustment rules, wherein the adjustment rules define one or more of a work item and a work item type to adjust for the one or more multi-tasking agents based on the determined change in the at least one performance metric; and

sending a command to adjust the amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents based on the adjustment rules.

2. The method of claim 1, wherein the determination of the at least one performance metric is altered by one or more of a rule and regulation.

3. The method of claim 1, wherein the historical performance data is obtained in at least one of real-time, near-real-time, and non-real-time.

4. The method of claim 1, wherein the amount of the at least one specific work item type in the multi-tasking work is adjusted by at least one of reducing and increasing a number of work items assigned to the one or more multi-tasking agents.

5. The method of claim 2, wherein the amount of the at least one specific work item type in the multi-tasking work is adjusted by at least one of reducing and increasing a number of work item types assigned to the one or more multi-tasking agents.

6. The method of claim 1, wherein multi-tasking relief is granted as part of the adjustment step by reducing the amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents for a predetermined amount of time.

7. The method of claim 6, wherein the multi-tasking relief is granted in response to determining that historical performance data associated with the one or more multi-tasking agents does not meet at least one service level criterion.

8. The method of claim 6, wherein the multi-tasking relief is granted in response to determining that historical performance data associated with the one or more multi-tasking agents meets or exceeds at least one service level criterion.

9. The method of claim 6, wherein the multi-tasking relief is granted by inserting one or more of a break and break-type work item into at least one work flow associated with the one or more multi-tasking agents.

10. The method of claim 6, wherein the multi-tasking relief is granted by marking an availability, associated with the one or more multi-tasking agents, as busy.

11. A non-transitory computer readable medium having stored thereon instructions that, when executed by a processor, perform a method comprising:

determining, by a processor, at least one performance metric associated with one or more multi-tasking agents in a contact center, wherein the at least one performance metric is determined by comparing historical performance data, associated with the one or more multi-tasking agents, with at least one service level criterion;

determining, by the processor, that a change in the at least one performance metric corresponds to at least one specific work item type that is handled as part of multi-tasking work by the one or more multi-tasking agents; and

adjusting an amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents based on the determined change in the at least one performance metric, wherein adjusting the amount of the at least one specific work item type in the multi-tasking work further comprises;

referring to adjustment rules, wherein the adjustment rules define one or more of a work item and a work item type to adjust for the one or more multi-tasking agents based on the determined change in the at least one performance metric; and

sending a command to adjust the amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents based on the adjustment rules.

12. The non-transitory computer readable medium of claim 11, wherein multi-tasking relief is granted as part of the adjustment step by reducing the amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents for a predetermined amount of time.

13. The non-transitory computer readable medium of claim 12, wherein the multi-tasking relief is granted in response to determining that historical performance data associated with the one or more multi-tasking agents does not meet at least one service level criterion.

14. The non-transitory computer readable medium of claim 12, wherein the multi-tasking relief is granted in response to determining that historical performance data associated with the one or more multi-tasking agents meets or exceeds at least one service level criterion.

15. A contact center, comprising:

a memory;

a processor; and

a work assignment mechanism including;

a work assignment engine configured to compare attributes of work items in a work pool with attributes of resources in a resource pool and match the work items to the resources based on the comparison of attributes; and

a multi-tasking module configured to determine at least one performance metric associated with one or more multi-tasking agents in a contact center, wherein the at least one performance metric is determined by comparing historical performance data, associated with the one or more multi-tasking agents, with at least one service level criterion;

determine that a change in the at least one performance metric corresponds to at least one specific work item type that is handled as part of multi-tasking work by the one or more multi-tasking agents; and

command the work assignment engine to adjust an amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents based on the determined change in the at least one performance metric, and wherein the work assignment mechanism is further configured to refer to adjustment rules, wherein the adjustment rules define one or more of a work item and a work item type to adjust for the one or more multi-tasking agents based on the determined change in the at least one performance metric; and

send a command to the work assignment engine, wherein the work assignment engine is configured to adjust the amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents based on the adjustment rules.

16. The contact center of claim 15, wherein the work assignment engine is further configured to adjust the amount of the at least one specific work item type in the multi-tasking work by reducing the number of work items assigned to the one or more multi-tasking agents.

17. The contact center of claim 15, wherein the work assignment engine is further configured to adjust the amount of the at least one specific work item type in the multi-tasking work by increasing the number of work item types assigned to the one or more multi-tasking agents.