Contact center performance prediction

• US 8,811,597 B1
• Filed: 09/28/2006
• Issued: 08/19/2014
• Est. Priority Date: 09/07/2006
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Hackbarth, Kenneth R., Jenson, Murray, Kiefhaber, Sarah H., Kohler, Joylee, Swartz, Douglas W.
• Primary Examiner(s): Asanbayev, Oleg
• Application Number:
  US11/536,456
• Time in Patent Office: 2,882 Days
• Field of Search: 705 9- 11, 705/7.25, 705/7.11, 705/7.27, 37926501-26514, 37926601-2661
• US Class Current: 379/266.08
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A contact center is provided that includes a plurality of agents for servicing incoming contacts and an a performance analysis module that compares a proposed contact center configuration and/or change in secondary contact center performance parameter against a set of contact center templates, the contact center templates defining a historical contact center configuration as of respective points in time and, based on the results of this operation, predicts an impact on a primary contact center performance parameter if the proposed contact center configuration and/or change in secondary performance parameter were to be implemented.

Claims

1. A method comprising:

a processor generating two or more contact center templates, wherein each of the two or more contact center templates defines a historical contact center configuration as of a respective point in time, each of the two or more contact center templates including at least one primary contact center performance parameter, which characterizes, measures, or quantifies performance of a contact center and at least one secondary contact center parameter, which corresponds to at least one user-configurable parameter that, when changed, positively or negatively impacted the at least one primary contact center performance parameter of the respective contact center template, wherein each of the two or more contact center templates includes a timestamp to indicate an associated time of generation and wherein each of the two or more contact center templates also includes a magnitude of the at least one primary contact center performance parameter before a change to the at least one user-configurable parameter that positively or negatively impacted the at least one primary contact center performance parameter, a magnitude of the at least one primary contact center performance parameter after the change, and an identification of the at least one user-configurable parameter associated with the change;

the processor receiving a proposed contact center configuration;

the processor comparing the proposed contact center configuration to each of the two or more contact center templates; and

based on the results of the comparing step, the processor predicting an impact on a primary contact center performance parameter if the proposed contact center configuration were to be implemented.

2. The method of claim 1, wherein the primary performance parameter is at least one of service level, match rate, percent abandon, and average speed of answer, wherein the templates comprise a plurality of secondary parameters, and wherein the secondary parameters comprise a plurality of staffing, number of agents logged out, number of agents logged in, number of agents working on other work, workflow levels, routing vector settings, traffic, average handle time, percent network routing, percent adherence, automated response unit settings, queue assignments, and skill levels.

3. The method of claim 2, wherein the two or more contact center templates are selected from among a plurality of contact center templates and wherein each of the two or more contact center templates are selected from the plurality of contact center templates based, at least in part, on the two or more contact center templates having at least a selected degree of similarity to the proposed contact configuration and wherein, when no similar contact center template is located, the similar template is created based on other dissimilar templates.

4. The method of claim 3, wherein the results of the comparing include a level of confidence that each of the two or more contact center templates will characterize the predicted impact on the primary contact center performance parameter if the proposed contact center configuration were to be implemented and wherein each of the two or more contact center templates comprise a level of change in a secondary performance parameter and a resulting change in the primary performance parameter.

5. The method of claim 3, wherein the degree of similarity is based on only a subset of fields in each of the two or more contact center templates and wherein the degree of similarity reflects ratios between the subset of fields and corresponding values in the proposed contact center configuration.

6. The method of claim 1, further comprising:

an event manager detecting at least a predetermined level of change in a primary contact center performance parameter; and

in response, the event manager identifying, as a likely cause of the detected change, at least one change in a secondary contact center parameter that occurred no more than a selected time period before the detected change, wherein the primary and secondary parameters are different.

7. The method of claim 6, wherein the change in the primary contact center performance parameter is identified as a negative change in at least one of contact center percent in service level, percentage abandon, average speed of answer, expected wait time, and match rate.

8. The method of claim 7, wherein detecting a predetermined level of change in the primary contact center performance parameter comprises:

comparing the primary contact center performance parameter to at least one of an expected contact center performance parameter and a historical record of contact center performance parameters; and

determining that the primary contact center performance parameter deviates from the at least one of an expected contact center performance parameter and historical record of contact center performance parameters by a predetermined threshold.

9. The method of claim 8, wherein the predetermined threshold comprises at least one of a standard deviation and a percent change from the at least one of an expected contact center performance parameter and historical record of contact center performance parameters.

10. A computer readable medium comprising processor executable instructions for performing the method of claim 1.

11. A system for managing contact center performance, comprising:

a non-transitory computer memory;

a processor in communication with the non-transitory computer memory, the processor operable to execute;

an event manager operable to generate two or more contact center templates, wherein each of the two or more contact center templates define a historical contact center configuration as of a respective point in time, each of the two or more contact center templates including at least one primary contact center performance parameter, which characterizes, measures, or quantifies contact center performance, and at least one secondary contact center parameter, which corresponds to at least one user-configurable parameter that, when changed, positively or negatively impacted the at least one primary contact center performance parameter of the respective contact center template, wherein each of the two or more contact center templates includes a timestamp to indicate an associated time of generation and wherein each of the two or more contact center templates also includes a magnitude of the at least one primary contact center performance parameter before a change to the at least one user-configurable parameter that positively or negatively impacted the at least one primary contact center performance parameter, a magnitude of the at least one primary contact center performance parameter after the change, and an identification of the at least one user-configurable parameter associated with the change;

an agent and contact selector operable to assign a plurality of contacts to a plurality of resources to service the contacts; and

a performance analysis module operable to;

receive a change in a secondary contact center performance parameter;

compare the change in secondary contact center performance parameter against each of the two or more contact center templates; and

based on the results of the compare operation, predict an impact on a primary contact center performance parameter if the change in secondary performance parameter were to be implemented.

12. The system of claim 11, the primary performance parameter is at least one of service level, match rate, percent abandon, and average speed of answer, wherein the templates comprise a plurality of secondary parameters, and wherein the secondary parameters comprise a plurality of staffing, number of agents logged out, number of agents logged in, number of agents working on other work, workflow levels, routing vector settings, traffic, average handle time, percent network routing, percent adherence, automated response unit settings, queue assignments, and skill levels.

13. The system of claim 11, wherein is the two or more contact center templates are selected from among a plurality of contact center templates and wherein each of the two or more contact center templates are selected from the plurality of contact center templates based, at least in part, on the two or more contact center templates having at least a selected degree of similarity to the proposed contact configuration and wherein, when no similar contact center template is located, the similar template is created based on other dissimilar templates.

14. The system of claim 12, wherein the results of the compare include a level of confidence that each of the two or more contact center templates will characterize the predicted impact on the primary contact center performance parameter if the proposed contact center configuration were to be implemented and wherein each of the two or more contact center templates comprise a level of change in a secondary performance parameter and a resulting change in the primary performance parameter.

15. The system of claim 13, wherein the degree of similarity is based on only a subset of fields in each of the two or more contact center templates and wherein the degree of similarity reflects ratios between the subset of fields and corresponding values in the proposed contact center configuration.

16. The system of claim 11, wherein the system is further operable to measure a primary contact center performance parameter and further comprising:

an event manager operable to detect, based on the measured primary performance parameter, a change in the primary contact center performance parameter, identify at least one change in a secondary contact center performance parameter that occurred no more than a selected time period before the detected change, and modify at least one secondary contact center performance parameter to compensate for the at least one change.

17. The system of claim 16, wherein the at least one change comprises a first change to a secondary contact center parameters, and wherein the event manager is operable to reverse the first change.

18. The system of claim 16, wherein the event manager is operable to modify at least one secondary contact center parameter comprising at least one of a queue assignment and contact vector.

19. The system of claim 16, wherein the event manager is operable to suggest at least one of a staffing change, schedule change, routing change, and queue assignment change for a system administrator based on the detected change in the primary contact center performance parameter.

20. The system of claim 16, wherein the event manager is operable to compare the primary contact center performance parameter to at least one of an expected contact center performance parameter and a historical record of contact center performance parameters and determine that contact center performance deviates from the at least one of an expected contact center performance parameter and historical record of contact center performance parameters by a predetermined threshold.

21. The system of claim 20, wherein the predetermined threshold comprises at least one of a standard deviation and a percent change from the at least one of an expected contact center performance parameter and historical record of contact center performance parameters.

22. The system of claim 21, wherein the primary contact center performance parameter comprises at least one of percent in service level, match rate, percent abandon, expected wait time and average speed of answer.

23. The system of claim 21, wherein the secondary contact center parameter comprises at least one of traffic change, routing change, staffing change, occupancy change, and queue assignment change.