Managing transaction complexity in a contact center

• US 9,100,486 B2
• Filed: 09/10/2013
• Issued: 08/04/2015
• Est. Priority Date: 09/10/2013
• Status: Expired due to Fees

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Sobus, Katherine A., Steiner, Robert C.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US14/023,218
• Publication Number:
  US 20150071428A1
• Time in Patent Office: 693 Days
• Field of Search: 37926501-26502, 379/265.13
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact.

The systems and methods can also work for multiple contacts that are processed by multiple agents. In addition, the systems and methods will work with outbound contacts.

Claims

1. A method comprising:

receiving, by a processor, an electronic transaction in a contact center;

determining, by the processor, a complexity metric of the electronic transaction, based on a value reaching a threshold, wherein the value is based on;

a networked blog site associated with the electronic transaction and a number of followers of the electronic transaction on the networked blog site; and

in response to determining the complexity metric of the electronic transaction;

routing, by the processor, the electronic transaction to an agent of the contact center; and

adjusting, by the processor, a compensation of the agent for servicing the electronic transaction.

2. The method of claim 1, wherein the electronic transaction further comprises a plurality of inbound and outbound electronic transactions and wherein the compensation of the agent is based a complexity metric of the plurality of inbound and outbound electronic transactions.

3. The method of claim 2, wherein the plurality inbound electronic transactions are less complex than the plurality outbound electronic transactions and the compensation is adjusted by providing less compensation for the inbound electronic transactions than the outbound electronic transactions.

4. The method of claim 1, wherein the complexity metric of the electronic transaction is also based on at least one of:

a number of issues in the electronic transaction, a historical complexity metric of a prior electronic transaction with a customer, a first time resolution for a type of the electronic transaction, and a demographic of the customer.

5. The method of claim 1, wherein the complexity metric of the electronic transaction is also based on at least one of:

a value of a customer associated with the electronic transaction, a use of a product by the customer associated with the electronic transaction, a use of a service by the customer associated with the electronic transaction, an amount of money spent by the customer, and an association with the customer.

6. The method of claim 1, wherein the complexity metric of the electronic transaction is also based on at least one of:

a history of dissatisfaction by a customer, a history of satisfaction by the customer, a number of errors made in regard to the customer, and a note made by one or more agents.

7. The method of claim 1, wherein the complexity metric of the electronic transaction is determined based on a threshold, wherein the threshold is determined based on content of the electronic transaction, a value of the electronic transaction to a business, and a customer associated with the electronic transaction.

8. The method of claim 1, wherein routing the electronic transaction to the agent is accomplished based on an even distribution of similar complex electronic transactions to different agents of the contact center.

9. The method of claim 1, wherein determining the complexity metric of the electronic transaction is also based on a number of errors made in regard to a customer.

10. The method of claim 1, wherein determining the complexity metric of the electronic transaction is also based on one or more of:

a region of a country that an outbound electronic transaction is being made to and a language/dialect spoken in the outbound electronic transaction.

11. A system comprising:

a transaction processor configured to receive an electronic transaction in a contact center and determine a complexity metric of the electronic transaction, based on a value reaching a threshold, wherein the value is based on a networked blog site associated with the electronic transaction and based on a number of followers of the electronic transaction on the networked blog site;

a transaction router configured to route the electronic transaction to an agent of the contact center based on the complexity metric of the electronic transaction; and

a compensation module configured to adjust a compensation of the agent for servicing the electronic transaction based on the complexity metric of the electronic transaction.

12. The system of claim 11, wherein the electronic transaction further comprises a plurality of inbound and outbound electronic transactions and wherein the compensation of the agent is based a complexity metric of the plurality of inbound and outbound electronic transactions.

13. The system of claim 12, wherein the plurality inbound electronic transactions are less complex than the plurality outbound electronic transactions and the compensation is adjusted by providing less compensation for the inbound electronic transactions than the outbound electronic transactions.

14. The system of claim 11, wherein the complexity metric of the electronic transaction is also based on at least one of:

a number of issues in the electronic transaction, a historical complexity metric of a prior electronic transaction with a customer, a first time resolution for a type of the electronic transaction, and a demographic of the customer.

15. The system of claim 11, wherein the complexity metric of the electronic transaction is also based on at least one of:

a value of a customer associated with the electronic transaction, a use of a product by the customer associated with the electronic transaction, a use of a service by the customer associated with the electronic transaction, an amount of money spent by the customer, and an association with the customer.

16. The system of claim 11, wherein the complexity metric of the electronic transaction is also based on at least one of:

a history of dissatisfaction by a customer, a history of satisfaction by the customer, a number of errors made in regard to the customer, and a note made by one or more agents.

17. The system of claim 11, wherein the complexity metric of the electronic transaction is determined based on a threshold, wherein the threshold is determined based on content of the electronic transaction, a value of the electronic transaction to a business, and a customer associated with the electronic transaction.

18. The system of claim 11, wherein routing the electronic transaction to the agent is accomplished based on an even distribution of similar complex electronic transactions to different agents of the contact center.

19. The system of claim 11, wherein determining the complexity metric of the electronic transaction is also based on a number of errors made in regard to a customer.

20. A non-transient computer readable medium having stored thereon instructions that cause a processor to execute a method, the method comprising:

instructions to receive an electronic transaction in a contact center;

instructions to determine a complexity metric of the electronic transaction, based on a value reaching a threshold, wherein the value is based on a networked blog site associated with the electronic transaction and based on a number of followers of the electronic transaction on the networked blog site; and

in response to determining the complexity metric of the electronic transaction;

instructions to route the electronic transaction to an agent of the contact center; and

instructions to adjust a compensation of the agent for servicing the electronic transaction.