Routing communication sessions in a contact center

• US 8,873,737 B2
• Filed: 03/07/2011
• Issued: 10/28/2014
• Est. Priority Date: 07/06/2009
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Moran, Thomas, Murray, David, Costello, John, Flannery, Peter, Tynan, Hugh, Dooley, Enda
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US13/041,855
• Publication Number:
  US 20120057691A1
• Time in Patent Office: 1,331 Days
• Field of Search: None
• US Class Current: 379/265.1
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56

Abstract

A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.

Claims

1. A method for routing a contact to an agent of a contact center, said contact center being arranged to simultaneously connect more than one contact to one of at least one agent of the contact center, which agent is capable of simultaneously handling a plurality of contacts, at least one of said plurality of contacts comprising a non-voice contact, the method comprising the steps of using a processing device:

obtaining at least one time-varying characteristic associated with said at least one agent indicating an intermediate level of activity for said at least one agent between said agent being unoccupied and said agent being fully occupied with handling contacts, wherein said time-varying characteristic is a function based on an agent'"'"'s handling of any current contact;

receiving a new contact at said contact center; and

routing said new contact to an agent from a group of agents including said at least one agent based at least partially on said at least one time-varying characteristic for said at least one agent.

2. A method according to claim 1 wherein said new contact is one of:

a voice contact, an Instant Messaging (IM) contact, an email contact, a web chat contact, or a contact received from a virtual environment.

3. A method according to claim 1 wherein said time-varying characteristic is a function based on at least any one or more of the following characteristics of an agent'"'"'s handling of any current contact:

an amount of time which has elapsed since the agent typed, an amount of typing the agent has performed, a frequency of the agent'"'"'s typing, a volume of messages the agent has sent or received, and a size of messages the agent has sent or received.

4. A method according to claim 1 wherein said time-varying characteristic is a function based on at least an average length of time for the agent to handle a contact for a given skillset required for the current contact.

5. A method according to claim 1 wherein said obtaining a time-varying characteristic is performed at an agent workstation, and further comprising the step of forwarding said characteristic to a contact center routing component.

6. A method according to claim 1 wherein said obtaining a time-varying characteristic is performed at a server of said contact center in communication with a contact center routing component.

8. A computer program product comprising a non-transitory, tangible computer readable medium storing a set of instructions which, when executed on a computer, are operable to implement the steps of the method of claim 1.

7. A system for routing communication sessions between a contact and an agent of a contact center, said system being arranged to simultaneously connect more than one contact to one of at least one agent of the contact center, which agent is capable of simultaneously handling a plurality of contacts, at least one of said plurality of contacts comprising a non-voice contact, the system comprising a processor programmed to:

obtain at least one time-varying characteristic associated with said at least one agent indicating an intermediate level of activity for said at least one agent between said agent being unoccupied and said agent being fully occupied with handling contacts, wherein said time-varying characteristic is a function based on an agent'"'"'s handling of any current contact;

receive a new contact at said contact center; and

route said new contact to an agent from a group of agents including said at least one agent based at least partially on said at least one time-varying characteristic for said at least one agent.