Optimization in workforce management using work assignment engine data

• US 9,531,880 B2
• Filed: 06/04/2014
• Issued: 12/27/2016
• Est. Priority Date: 06/04/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Erhart, George, Matula, Valentine C., Skiba, David
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US14/296,208
• Publication Number:
  US 20150358468A1
• Time in Patent Office: 937 Days
• Field of Search: 37926501-26514, 37926601-2661, 379/309
• US Class Current: 1/1
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Contact centers strive to match the demands and preferences of their customers with the skills and abilities of the agents who process work items associated with the customers (e.g., contacts). However, the preferred agent may be unavailable, non-existent, backlogged or otherwise ineligible to accept the work item. An agent who is non-preferred but still qualified may be utilized to process the work item, such as an agent with adequate skills with respect to a particular attribute of the work item. Reports for the selection of the non-preferred but qualified agents are provided herein. A contact center may then utilize such reporting to identify underserved areas of their customer base.

Claims

1. A method, comprising:

receiving a work item representing a contact with a contact center;

determining an attribute of the work item;

executing, by a processor, a work assignment engine operable to route the work item to an agent of the contact center for processing;

based on the execution of the work assignment engine, identifying, by the processor, a preferred agent and a qualified but non-preferred agent, each being an agent of the contact center;

selecting, by the processor executing the work assignment engine, the qualified but non-preferred agent to receive the work item and not selecting the preferred agent;

routing, by the processor, the work item to the qualified but non-preferred agent; and

reporting, by the processor, the fact that the preferred agent did not have the work item routed thereto.

2. The method of claim 1, wherein:

the work item is one of a plurality of work items;

the step of determining the attribute of the work item, further comprises, determining an attribute for individual ones of the plurality of work items;

the step of executing the work assignment engine operable to route the work item to an agent, further comprises executing the work assignment engine to route the individual ones of the work item to an agent for processing;

based on the execution of the work assignment engine, performing the step of identifying the preferred agent and the qualified but non-preferred agent for the individual ones of the plurality of work items;

routing the individual ones of the work items to the qualified but non-preferred agent; and

the step of reporting further comprises, reporting for the plurality of work items, the fact that the preferred agent did not have the individual ones of the work items routed thereto.

3. The method of claim 2, wherein the reporting is performed on a periodic basis.

4. The method of claim 2, wherein the reporting further comprises a summary of the attribute and the number of the individual ones that contain the attribute.

5. The method of claim 1, further comprising:

modifying a workforce management engine, operable to allocate at least one agent of the contact center having the attribute to a work shift selected, at least in part, to mitigate the instances of future preferred agent not having a future work item routed thereto.

6. The method of claim 1, wherein the preferred agent is determined as having a skill set more closely matching the attribute than the skill set of the qualified but non-preferred agent.

7. The method of claim 1, further comprising:

determining a preferred agent skill score, indicating a degree of match between the preferred agent skill set and the attribute;

determining a qualified but non-preferred agent skill score, indicating a degree of match between the qualified but non-preferred agent skill set and the attribute;

determining a skill requirement score of the attribute; and

wherein the preferred agent is determined as having a skill set more closely matching the skill requirement score as compared to the qualified but non-preferred agent, based on the comparison of the preferred agent skill score and the skill requirement score.

8. The method of claim 1, wherein the qualified but non-preferred agent is determined by a capacity to accept the work item sooner than the preferred agent.

9. The method of claim 1, wherein the preferred agent is a hypothetical ideal agent having a skill set matching the attribute.

10. A system, comprising:

a communication interfacethat receives a work item representing a contact with a contact center and routes the work item to an agent of the contact center for processing; and

a processor that performs;

determining an attribute of the work item;

executing a work assignment engine operable to route the work item to an agent of the contact center for processing;

based on the execution of the work assignment engine, identifying a preferred agent and a qualified but non-preferred agent, each being an agent of the contact center;

selecting the qualified but non-preferred agent to receive the work item and not selecting the preferred agent;

routing the work item to the qualified but non-preferred agent; and

reporting the fact that the preferred agent did not have the work item routed thereto.

11. The system of claim 10, wherein the processor is further operable to perform:

modifying a workforce management engine, operable to allocate at least one agent of the contact center having the attribute to a work shift selected, at least in part, to mitigate the instances of future preferred agent not having a future work item routed thereto.

12. The system of claim 10, wherein the preferred agent is determined as having a skill set more closely matching the attribute than the skill set of the qualified but non-preferred agent.

13. The system of claim 10, wherein the processor is further operable to perform:

determining a preferred agent skill score, indicating a degree of match between the preferred agent skill set and the attribute;

determining a qualified but non-preferred agent skill score, indicating a degree of match between the qualified but non-preferred agent skill set and the attribute;

determining a skill requirement score of the attribute; and

wherein the preferred agent is determined as having a skill set more closely matching the skill requirement score as compared to the qualified but non-preferred agent, based on the comparison of the preferred agent skill score and the skill requirement score.

14. The system of claim 10, wherein the qualified but non-preferred agent is determined by a capacity to accept the work item sooner than the preferred agent.

15. The system of claim 10, wherein the preferred agent is an ideal agent having a skill set matching the attribute.

16. A system, comprising:

means to receive, by at least one processor, a work item representing a contact with a contact center;

means to determine, by the at least one processor, an attribute of the work item;

means to execute, by the at least one processor, a work assignment engine operable to route the work item to an agent of the contact center for processing;

based on the execution of the work assignment engine, means to identify, by the at least one processor, a preferred agent and a qualified but non-preferred agent, each being an agent of the contact center;

means to select, by the at least one processor, the qualified but non-preferred agent to receive the work item and not selecting the preferred agent;

means to route, by the at least one processor, the work item to the qualified but non-preferred agent; and

means to report, by the at least one processor, the fact that the preferred agent did not have the work item routed thereto.

17. The system of claim 16, wherein:

the work item, further comprises, a plurality of work items;

the means for determining the attribute of the work item, further comprises, means for determining an attribute for individual ones of the plurality of work items;

the means for executing the work assignment engine operable to route the work item to an agent, further comprises means for executing the work assignment engine to route the individual ones of the work item to an agent;

based on the execution of the work assignment engine, means for performing the identifying of the preferred agent and the qualified but non-preferred agent for the individual ones of the plurality of work items;

means for selecting the qualified but non-preferred agent to receive the work item and not selecting the preferred agent;

means for routing the individual ones of the work items to the qualified but non-preferred agent; and

the means for reporting further comprises, means for reporting for the plurality of work items, the fact that the preferred agent did not have the individual ones of the work items routed thereto.

18. The system of claim 16, further comprising:

means for modifying a workforce management engine, operable to allocate at least one agent of the contact center having the attribute to a work shift selected, at least in part, to mitigate the instances of future preferred agent not having a future work item routed thereto.

19. The system of claim 16, further comprising means to determine, by the at least one processor, the preferred agent as having a skill set more closely matching the attribute than the skill set of the qualified but non-preferred agent.

20. The system of claim 16, wherein the preferred agent is a hypothetical ideal agent having a skill set matching the attribute.