Adjustment of contact routing decisions to reward agent behavior

• US 9,100,480 B2
• Filed: 02/29/2012
• Issued: 08/04/2015
• Est. Priority Date: 02/29/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Kohler, Joylee, Flockhart, Andrew D., Steiner, Robert C.
• Primary Examiner(s): SHAH, ANTIM G
• Application Number:
  US13/408,782
• Publication Number:
  US 20130223610A1
• Time in Patent Office: 1,252 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.05, 379/265.06, 379/265.11, 379/265.12
• US Class Current: 1/1
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, reward positive agent behavior and performance by providing the agent with rewards and incentives. The rewards and incentives are provided to the agent by altering one or more aspects of the routing logic in the contact center.

Claims

1. A method, comprising:

determining by a server of a contact center that an agent of a plurality of the contact center agents has met a performance goal defined by one or more thresholds;

based on determining that the agent has met the performance goal, the server identifying a reward which the agent is eligible to receive, the reward being a preferred work item in a work pool over at least one other work item in the work pool, wherein the work items in a work pool are each associated with contacts of the contact center;

altering a routing logic of a work assignment mechanism in the contact center so as to provide the agent with the reward; and

identifying a plurality of work items from the work pool;

wherein the plurality of work items correspond to a predetermined number of work items in the work pool that have a higher wait time than work items not in the plurality of work items and wherein the plurality of work items correspond to work items that the agent is eligible to process; and

wherein the plurality of work items further correspond to a predetermined number of work items in the work pool that have a higher projected revenue than work items not in the plurality of work items and wherein the plurality of work items correspond to work items that the agent is eligible to process.

2. The method of claim 1, wherein altering the routing logic of the work assignment mechanism comprises changing a routing algorithm, in a work assignment engine of the work assignment mechanism, to a different routing algorithm.

3. The method of claim 1, wherein altering the routing logic of the work assignment mechanism comprises changing one or more attributes of the work item in a work pool.

4. The method of claim 3, wherein the work item corresponds to at least one of a break-type work item and a reward-type work item and wherein the one or more attributes of the work item are changed by altering one or more values in a bitmap maintained by the work assignment mechanism and referenced by a work assignment engine when making work item routing decisions.

5. The method of claim 3, wherein the work item corresponds to a work item that is selected by the agent from a list of potential work items waiting for processing in the work pool.

6. The method of claim 5, further comprising:

describing each of the plurality of work items in the list of potential work items;

providing the list of potential work items to the agent after the agent becomes AVAILABLE; and

receiving the agent'"'"'s selection of the work item in response to providing the list of potential work items to the agent.

7. The method of claim 1, wherein the agent is determined to have met the one or more performance goals by comparing one or more performance metrics associated with the agent to the one or more thresholds.

8. The method of claim 7, wherein the one or more performance metrics comprise at least one of the following:

First Call Resolution, $/contact, $/min, Profit/contact, Profit/min, Average Handle Time, Abandon Rate, agent preference, customer satisfaction, closure rate, % commit to pay, % up-sell, and % cross-sell.

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

instructions configured to determine that an agent has met a performance goal in the contact center that is defined by one or more thresholds;

instructions configured to, based on determining that the agent has met the performance goal, identify a reward which the agent is eligible to receive, the reward being a preferred work item in a work pool over at least one other work item in the work pool, wherein the work items in a work pool are each associated with contacts of the contact center;

instructions configured to alter a routing logic of a work assignment mechanism in the contact center so as to provide the agent with the reward; and

wherein the plurality of work items correspond to a predetermined number of work items in the work pool that have at least one of a higher wait time and higher projected revenue than work items not in the plurality of work items and wherein the plurality of work items correspond to work items that the agent is eligible to process; and

wherein the plurality of work items further correspond to a predetermined number of work items in the work pool that have a higher projected revenue than work items not in the plurality of work items and wherein the plurality of work items correspond to work items that the agent is eligible to process.

10. The non-transitory computer readable medium of claim 9, wherein altering the routing logic of the work assignment mechanism comprises changing a routing algorithm, in a work assignment engine of the work assignment mechanism, to a different routing algorithm.

11. The non-transitory computer readable medium of claim 9, wherein altering the routing logic of the work assignment mechanism comprises changing one or more attributes of the work item in a work pool.

12. The non-transitory computer readable medium of claim 11, wherein the work item corresponds to at least one of a break-type work item and a reward-type work item and wherein the one or more attributes of the work item are changed by altering one or more values in a bitmap maintained by the work assignment mechanism and referenced by a work assignment engine when making work item routing decisions.

13. The non-transitory computer readable medium of claim 11, wherein the work item corresponds to a work item that is selected by the agent from a list of potential work items waiting for processing in the work pool.

14. The non-transitory computer readable medium of claim 13, further comprising:

instructions configured to identify a plurality of work items from the work pool;

instructions configured to describe each of the plurality of work items in the list of potential work items;

instructions configured to provide the list of potential work items to the agent after the agent becomes AVAILABLE; and

instructions configured to receive the agent'"'"'s selection of the work item in response to providing the list of potential work items to the agent.

15. A contact center, comprising:

a work assignment mechanism including;

a work assignment engine configured to distribute work items among a plurality of resources in the contact center, the plurality of resources including a plurality of agents; and

a reward module configured to determine that an agent in the plurality of agents has met a performance goal that is defined by one or more thresholds, based on determining that the agent has met the performance goal, identify a reward which the agent is eligible to receive, and then alter a routing logic of the work assignment mechanism so as to provide the agent with the reward;

wherein, the reward being a preferred work item in a work pool over at least one other work item in the work pool, wherein the work items in a work pool are each associated with contacts of the contact center;

identifying a plurality of work items from the work pool; and

wherein the plurality of work items correspond to a predetermined number of work items in the work pool that have a higher projected revenue than work items not in the plurality of work items and wherein the plurality of work items correspond to work items that the agent is eligible to process; and

wherein the plurality of work items further correspond to a predetermined number of work items in the work pool that have a higher projected revenue than work items not in the plurality of work items and wherein the plurality of work items correspond to work items that the agent is eligible to process.

16. The contact center of claim 15, wherein altering the routing logic of the work assignment mechanism comprises at least one of (i) changing a routing algorithm employed by the work assignment engine to a different routing algorithm and (ii) changing one or more attributes of a work item, the one or more attributes corresponding to an attribute analyzed by the work assignment engine in connection with making a work item routing decision.

17. The contact center of claim 15, wherein the work assignment mechanism further comprises a plurality of bitmaps that contain bit values to describe attributes of work items and attributes of the plurality of agents and wherein the work assignment engine analyzes every work item represented in the plurality of bitmaps every time a work assignment decision is made.