Servicing calls in call centers based on estimated call value

• US 8,923,503 B2
• Filed: 04/18/2013
• Issued: 12/30/2014
• Est. Priority Date: 06/23/2009
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Foster, Robin H., Li, Hongguang, Smith, Lynn R., Sobus, Katherine A.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US13/865,226
• Publication Number:
  US 20130230163A1
• Time in Patent Office: 621 Days
• Field of Search: 379/265.08, 379/265.01, 379/265.1, 37926601-26603
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2242/06 Lines and connections with preferential service
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents'"'"' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.

Claims

1. A method comprising:

prompting an agent in a call center, while said agent is serving a first call, to provide an estimate E1 of how much longer said agent will be serving said first call;

receiving the estimate E1 from the agent;

storing in a data store one or more data that indicate the difference between;

(i) said estimate E1, and

(ii) the actual remaining time required for said agent to service said first call;

prompting said agent, while said agent is serving a second call, to provide an estimate E2 of how much longer said agent will be serving said second call;

receiving the estimate E2 from the agent; and

selecting, based at least partially on said one or more data and on said estimate E2, which of a plurality of agents in said call center will service a third call that is currently queued.

2. The method of claim 1 wherein said third call is estimated to be more valuable than at least one call being serviced.

3. The method of claim 1 further comprising routing said third call to the selected agent when the selected agent is available.

4. The method of claim 1 further comprising storing in said data store one or more data that indicate the difference between:

(i) said estimate E2, and

(ii) the actual remaining time required for said agent to service said second call.

5. The method of claim 1 further comprising notifying at least one of said plurality of agents that was not selected that another agent will service said third call.