Risks for waiting for well-matched

• US 8,718,269 B2
• Filed: 09/20/2012
• Issued: 05/06/2014
• Est. Priority Date: 09/20/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Kohler, Joylee, Steiner, Robert C., Flockhart, Andrew D.
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US13/623,255
• Publication Number:
  US 20140079210A1
• Time in Patent Office: 593 Days
• Field of Search: 379/265.12, 379/266.06, 379/265.02, 379/266.01, 379/265.11, 379/265.01, 379/266.08, 379/265.05, 379/265.08, 379/266.02
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A contact center which provides the ability to, among other things, support deferring work assignment decisions while simultaneously assessing the risks associated with such a deferred decision. The intelligent deferment of work assignment decisions helps to achieve better matching without losing the opportunity to timely assign work to an agent.

Claims

1. A method, comprising:

receiving a first contact in a contact center;

creating a first work item as a representation of the first contact in the contact center;

establishing a pool of agents within the contact center, each agent in the pool of agents being qualified to process the first work item, wherein the pool of agents being qualified to process the first work item comprises;

at least one well-matched agent and at least one less-well-matched agent, wherein the at least one less-well-matched agent is not as well-matched for the first work item because they are not as qualified to process the first work item as the at least one well-matched agent in the contact center, and wherein the at least one well-matched agent is not available at the first time to process the first work item; and

deferring a work assignment decision for the first work item beyond the first time while simultaneously considering a risk of not assigning the first work item to an agent in the pool of agents.

2. The method of claim 1, wherein considering the risk of not assigning the first work item to an agent in the pool of agents comprises determining a Weighted Advance Time (WAT) for at least one of the first work item, a work item having a common attribute with the first work item, and multiple work items having common attributes with the first work item.

3. The method of claim 2, further comprising:

determining a current wait time for the first work item;

determining a target wait time for the first work item; and

based on the determined WAT, the determined current wait time, and the determined target wait time, determining whether or not to continue deferring the work assignment decision.

4. The method of claim 3, wherein the determination of whether or not to continue deferring the work assignment decision comprises calculating an estimated number of assignment opportunities according to the following:

(the determined target wait time−

the determined current wait time)/the determined WAT.

5. The method of claim 4, further comprising comparing the estimated number of assignment opportunities with a threshold.

6. The method of claim 2, further comprising:

comparing the determined WAT with a predetermined threshold; and

if the determined WAT is larger than the predetermined threshold, discontinuing deferment of the work assignment decision.

7. The method of claim 1, further comprising:

estimating an amount of time until the at least one well-matched agent becomes available; and

using the estimated amount of time to consider the risk of not assigning the first work item to an agent in the pool of agents.

8. The method of claim 1, wherein the risk of not assigning the first work item to an agent in the pool of agents includes a risk tolerance of a customer that initiated the first contact.

9. The method of claim 8, wherein the risk tolerance of the customer is determined by at least one of (i) analyzing historical contact information for the customer and (ii) asking the customer about their risk tolerance.

10. The method of claim 1, wherein the first contact is a real-time contact.

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

instructions configured to create a first work item as a representation of a first contact received in a contact center at a first time;

instructions configured to analyze a pool of agents within the contact center, each agent in the pool of agents being qualified to process the first work item, wherein the pool of agents being qualified to process the first work item comprises;

at least one well-matched agent and at least one less-well-matched agent, wherein the at least one less-well-matched agent is not as well-matched for the first work item because they are not as qualified to process the first work item as the at least one well-matched agent in the contact center, wherein the at least one well-matched agent is not available to process the first work item at the first time; and

instructions configured to defer a work assignment decision for the first work item beyond the first time while simultaneously considering a risk of not assigning the first work item to an agent in the pool of agents.

12. The computer readable medium of claim 11, wherein considering the risk of not assigning the first work item to an agent in the pool of agents comprises determining a Weighted Advance Time (WAT) for at least one of the first work item, a work item having a common attribute with the first work item, and multiple work items having common attributes with the first work item.

13. The computer readable medium of claim 12, further comprising:

instructions configured to determine a current wait time for the first work item;

instructions configured to determine a target wait time for the first work item; and

instructions configured to, based on the determined WAT, the determined current wait time, and the determined target wait time, determine whether or not to continue deferring the work assignment decision.

14. The computer readable medium of claim 13, wherein the determination of whether or not to continue deferring the work assignment decision comprises calculating an estimated number of assignment opportunities according to the following:

(the determined target wait time−

the determined current wait time)/the determined WAT.

15. The computer readable medium of claim 11, wherein the risk of not assigning the first work item to an agent in the pool of agents includes a risk tolerance of a customer that initiated the first contact.

16. The computer readable medium of claim 15, wherein the risk tolerance of the customer is determined by at least one of (i) analyzing historical contact information for the customer and (ii) asking the customer about their risk tolerance.

17. The computer readable medium of claim 11, wherein the first contact is a real-time contact.

18. A contact center, comprising:

a work assignment mechanism including;

a work assignment engine configured to create a first work item as a representation of a first contact received in a contact center at a first time, analyze a pool of agents within the contact center, each agent in the pool of agents being qualified to process the first work item, wherein the pool of agents being qualified to process the first work item comprises;

at least one well-matched agent and at least one less-well-matched agent, wherein the at least one less-well-matched agent is not as well-matched for the first work item because they are not as qualified to process the first work item as the at least one well-matched agent in the contact center, wherein the at least one well-matched agent is not available at the first time to process the first work item, the work assignment engine comprising;

deferment rules configured to defer a work assignment decision for the first work item beyond the first time; and

a risk analysis module configured to simultaneously consider a risk of not assigning the first work item to an agent in the pool of agents.

19. The contact center of claim 18, wherein the risk analysis module is further configured to estimate an amount of time until the at least one well-matched agent becomes available.

20. The contact center of claim 18, further comprising a state monitor configured to determine a current state of the contact center and provide information regarding the current state of the contact center to the risk analysis module.