System and method for automated call distribution

• US 9,769,315 B2
• Filed: 09/29/2014
• Issued: 09/19/2017
• Est. Priority Date: 11/13/2007
• Status: Active Grant

• Current Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Original Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Inventors: Sharpe, Jr., Raymond P., Glissmeyer, Nathan Brent, Jay, Jon R., Dashe, Jeremy A., Lin, Yung-Chun, Macfarlane, Kenneth C., Stone, Eric S.
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US14/500,554
• Publication Number:
  US 20150023490A1
• Time in Patent Office: 1,086 Days
• Field of Search: 37926509, 37926601
• CPC Class Codes: H04M 2203/405 Competitive bidding for work items
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

Claims

1. A system for identifying agents to whom incoming calls from users are automatically distributed, the system comprising:

one or more data stores adapted to maintain at least one of user history information, user identity information, agent capability information, and incoming call information; and

a computing device in communication with the one or more data stores, the computing device operative to;

identify a group of agents to process an incoming call from a user based upon information related to utilization of the group of agents compared to a target agent group utilization value, wherein the target agent group utilization value indicates a predetermined target call volume for the group of agents;

identify an agent from the group of agents to whom an incoming call from a user is to be distributed, wherein the computing device is operative to identify the agent based at least in part on information related to a previous history between the user and the agent and customer feedback associated with the agent, wherein the information related to the previous history between the user and the agent and customer feedback associated with the agent is stored in the one or more data stores, and wherein agents in the group of agents are ranked in a preferred selection order; and

provide instructions to cause a connectivity controller to distribute the incoming call to the identified agent.

2. The system of claim 1, wherein the computing device is further operative to identify the group of agent based upon information related to utilization of the group of agents compared to a target utilization value and information regarding capabilities of respective agents, wherein the information regarding capabilities of respective agents comprises at least one of agent history information or agent skills information.

3. The system of claim 1, wherein the computing device is further operative to provide at least one of the user history information, the user identity information, or the incoming call information to the identified agent to whom the incoming call is to be distributed.

4. The system of claim 1, wherein the computing device is further operative to receive, from the identified agent, an indication of the identified agent'"'"'s availability to process the incoming call.

5. A computer-implemented method for identifying agents to whom incoming calls from users are to be routed, the computer-implemented method comprising:

receiving information related to a user'"'"'s incoming call;

identifying a group of agents to process the incoming call based upon information related to utilization of the group of agents compared to a target agent group utilization value, wherein the target agent group utilization value indicates a predetermined target call volume for the group of agents;

selecting an agent to process the incoming call from the group of agents, wherein said selecting is based upon information related to a previous history between the user and the agent and customer feedback associated with the agent, and wherein agents in the group of agents are ranked in a preferred selection order; and

providing instructions to cause a connectivity controller to route the incoming call to the selected agent.

6. The computer-implemented method of claim 5, wherein identifying the group of agents to process the incoming call is based upon information related to utilization of the group of agents compared to a target utilization and information regarding capabilities of the respective agents.

7. The computer-implemented method of claim 5, further comprising gathering metrics related to incoming calls and the agent node.

8. The computer-implemented method of claim 5, further comprising providing information related to at least one of the user, or the incoming call to the selected agent.

9. The computer-implemented method of claim 8, wherein providing the information related to at least one of the user, or the incoming call comprises providing the information related to at least one of the user, or the incoming call while the selected agent is processing the incoming call.

10. The computer-implemented method of claim 5, further comprising providing the selected agent with a control to indicate the selected agent'"'"'s availability to process the incoming call.

11. The computer-implemented method of claim 5, wherein the information related to the user'"'"'s incoming call comprises at least one of a geographic location of the user, a purchase history of the user, or a skill associated with the incoming call.

12. The system of claim 5, wherein the information related to the user'"'"'s incoming call comprises voice analysis of the user.

13. A non-transitory computer readable medium having computer-executable components for automatically selecting agents capable of processing calls, the computer-executable components comprising:

a relationship manager component that when executed on a processor enables the processor to;

receive information related to an incoming call from a user;

identify a group of agents to process the incoming call based upon information related to utilization of the group of agents compared to a target agent group utilization value, wherein the target agent group utilization value indicates a predetermined target call volume for the group of agents;

select an agent to process the incoming call from the group of agents based upon information related to a previous history between the user and the agent and customer feedback associated with the agent, wherein agents in the group of agents are ranked in a preferred selection order; and

provide instructions to cause a connectivity controller to route the incoming call to the selected agent.

14. The non-transitory computer readable medium of claim 13, wherein the relationship manager component further enables the processor to identify the group of agents based upon:

(1) information related to utilization of the group of agents compared to a target utilization value, and (2) at least one of a profile associated with each respective agent or a type of each respective agent.

15. The non-transitory computer readable medium of claim 13, wherein the information related to the incoming call comprises at least one of a skill associated with the incoming call or a duration that the incoming call has been active.

16. The non-transitory computer readable medium of claim 13, wherein the information related to the incoming call comprises voice analysis of the user.

17. The non-transitory computer readable medium of claim 13, wherein the relationship manager component further enables the processor to provide a user interface to the agent, the user interface comprising a control that allows the agent to provide an indication that the agent is available to process the incoming call.