Method and apparatus for supporting individualized selection rules for resource allocation

• US 8,738,412 B2
• Filed: 07/13/2004
• Issued: 05/27/2014
• Est. Priority Date: 07/13/2004
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Flockhart, Andrew D., Roybal, Larry John, Steiner, Robert C.
• Primary Examiner(s): FEENEY, BRETT A
• Application Number:
  US10/891,346
• Publication Number:
  US 20060015388A1
• Time in Patent Office: 3,605 Days
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task

Abstract

The present invention relates to the matching of resources to work entries. In particular, the present invention allows work items to be assigned to a particular resource based on the characteristics of the work item and on the qualifications and preferences of the resource. Furthermore, the present invention does not rely on queues, thereby allowing characteristics of a work item other than or in addition to the amount of time that a work item has been waiting for service to be considered in assigning the work item to a resource. The types of work items that may be validly assigned to a resource, or the preference rules used to select a valid work item for handling by a resource, may be altered by altering the validation rules and preference rules associated with the resource and/or work item. Accordingly, the rules for allocating work may be adjusted easily and quickly, including at run-time, and may represent any attribute desired for use in allocating work.

Claims

1. A work allocation system, comprising:

a first resource entry pool associated with a first service, said first resource entry pool including a first plurality of resource entries;

a first resource entry included in said first plurality of resource entries, wherein said first resource entry is associated with a first system resource;

a first work entry pool associated with said first service, said first work entry pool including a first plurality of work entries;

a first work entry included in said first plurality of work entries, wherein said first work entry is associated with a first work item;

a matchmaker, wherein each work entry included in said first plurality of work entries in said first work entry pool is considered with respect to each resource entry included in said first plurality of resource entries in said first resource entry pool according to at least one work selection rule, and wherein each work entry included in said first plurality of work entries in said first work entry pool is evaluated against each resource entry included in said first plurality of resource entries in said first resource entry pool according to at least one work validation rule, to determine whether a prospective work item and resource pair is valid, wherein each valid prospective work item and resource pair is scored, wherein a first valid prospective work item and resource pair is scored according to a first criterion, and wherein a second valid prospective work item and resource pair is scored according to a second criterion;

identifying a best work item and resource item;

assigning the work item and the resource item with the best score to one another; and

a server, the server further comprising memory and a processor operable to execute instructions.

2. The system of claim 1, further comprising:

a second resource entry pool associated with a second service, said second resource entry pool including a second plurality of resource entries;

a second resource entry included in said second plurality of resource entries, wherein said second resource entry is associated with a second system resource;

a second work entry pool associated with said second service, said second work entry pool including a second plurality of work entries;

a second work entry included in said second plurality of work entries, wherein said second work entry is associated with a second work item, wherein each work entry in said second work entry pool is evaluated against each resource entry in said second resource entry pool.

3. The system of claim 2, wherein a third resource entry in said second plurality of resource entries is associated with a third system resource, and wherein a work item associated with a resource entry in said second work entry pool is not allocated to said third resource as a result of said evaluation of each work entry in said second work entry pool against each resource entry in said second resource entry pool.

4. The system of claim 3, wherein said third resource entry associated with said third system resource includes a first service validity rule, wherein said third resource entry is associated with said first resource entry pool, and wherein said third resource entry associated with said third resource includes a second service validity rule, wherein said third resource entry is associated with said second resource entry pool.

5. The system of claim 1, further comprising a switch, wherein said first resource is placed in communication with said first work item through said switch.

6. The system of claim 1, wherein said first resource is interconnected to said system by a local area network.

7. The system of claim 1, wherein said first resource is interconnected to said system by a private branch exchange.

8. The system of claim 1, wherein said first system resource comprises a human agent.

9. The system of claim 1, wherein said first work item comprises a customer requiring assistance.

10. The system of claim 9, wherein said customer is interconnected to said system by a public switched telephone network.