Context-based dynamic adjustment to pacing algorithm

• US 9,781,263 B2
• Filed: 02/23/2012
• Issued: 10/03/2017
• Est. Priority Date: 02/23/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Flockhart, Andrew D., Kohler, Joylee, Steiner, Robert C.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US13/403,628
• Publication Number:
  US 20130223608A1
• Time in Patent Office: 2,049 Days
• Field of Search: 37926501-26502, 3792651, 37926505, 37926607
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

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, assess contextual information and adjust an outbound dialer'"'"'s pacing algorithm based on the assessment thereof. The contextual information may be obtained from sources that are inside the contact center and outside the contact center.

Claims

1. A method of controlling an outbound dialer in a contact center, the method comprising:

determining, by a processor, a current outbound dialing pace that is implemented by an outbound dialer;

analyzing, by the processor at a first time, a plurality of skills in the contact center to determine a Weighted Advance Time (WAT) for the plurality of skills in the contact center and at least one of (a) a hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time and (b) a well-matched criteria between a subset of agents in the contact center and potential outbound calls in an outbound dialing campaign list;

based on the analysis, adjusting, by the processor, the current outbound dialing pace to yield an adjusted outbound dialing pace that is faster or slower than the current outbound dialing pace selected to cause the WAT for one of the plurality of skills to be adjusted to more closely match the at least one of (a) the hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time and (b) the well-matched criteria between the subset of agents in the contact center and potential outbound calls in the outbound dialing campaign list; and

adjusting, by the processor, an operating parameter of a pacing algorithm controlling the pace of the outbound dialer to implement the adjusted outbound dialing pace instead of the current outbound dialing pace.

2. The method of claim 1, wherein the processor, at the first time, analyzes a plurality of characteristics comprising:

(a) the hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time, (b) the well-matched criteria between the subset of agents in the contact center and potential outbound calls in an outbound dialing campaign list, and (c) the WAT for the one of the plurality skills in the contact center and wherein the processor adjusts the operating parameter of the outbound dialer'"'"'s pacing algorithm based on the analysis of the plurality of the characteristics.

3. The method of claim 2, further comprising:

determining, by the processor, that an adjustment of the operating parameter of the outbound dialer'"'"'s pacing algorithm based on the analysis of one of (a) the hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time, (b) the well-matched criteria between the subset of agents in the contact center and potential outbound calls in the outbound dialing campaign list, and (c) the WAT for at least one of the plurality of skills in the contact center contradicts an adjustment of the outbound dialer'"'"'s pacing algorithm based on the analysis of a different one of (a) the hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time, (b) the well-matched criteria between the subset of agents in the contact center and potential outbound calls in the outbound dialing campaign list, and (c) the WAT for at least one the plurality of skills in the contact center; and

applying, by the processor, an arbitration algorithm to resolve the contradiction.

4. The method of claim 1, wherein adjusting the operating parameter of the outbound dialer'"'"'s pacing algorithm comprises adjusting, by the processor, a rate at which outbound calls are made by the outbound dialer.

5. The method of claim 1, further comprising adjusting, by the processor, an order of the outbound dialing campaign list such that a first potential outbound call that was scheduled to be called before a second potential outbound call is re-scheduled to be called after the second potential outbound call, wherein the second potential outbound call is determined, by the processor, to have a better skill match with one or more agents in the subset of agents as compared to the first potential outbound call.

6. The method of claim 1, wherein the operating parameter of the outbound dialer'"'"'s pacing algorithm is adjusted, by the processor, based on the well-matched criteria, wherein the subset of agents corresponds to available agents and agents predicted, by the processor, to be available within a predetermined amount of time after the first time, and wherein the following criteria are followed in connection with adjusting the operating parameter of the outbound dialer'"'"'s pacing algorithm:

if one or more agents in the subset of agents have a skill that matches a skill requirement of one or more of the potential outbound calls, then increase, by the processor, a rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list; and

if no agents in the subset of agents have the skill that matches the skill requirement of one or more of the potential outbound calls, then decrease, by the processor, the rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list.

7. The method of claim 1, wherein the operating parameter of the outbound dialer'"'"'s pacing algorithm is adjusted, by the processor, based on the WAT and wherein the following criteria are followed in connection with adjusting the operating parameter of the outbound dialer'"'"'s pacing algorithm:

if the WAT is above a first predetermined WAT threshold, then decrease, by the processor, a rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list; and

if the WAT is below a second predetermined WAT threshold that is lower than the first predetermined WAT threshold, then increase, by the processor, the rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list.

8. The method of claim 1, wherein the operating parameter of the outbound dialer'"'"'s pacing algorithm is adjusted, by the processor, based on the WAT and wherein the following criteria are followed in connection with adjusting the outbound dialer'"'"'s pacing algorithm:

if the WAT is determined to be increasing, then decrease, by the processor, a rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list; and

if the WAT is determined to be decreasing, then increase, by the processor, the rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list.

9. A system comprising:

an outbound dialer comprising a pacing algorithm, the pacing algorithm having an operating parameter controlling the pace for the outbound dialer; and

a processor programmed to;

analyze, at a first time, a plurality of skills in the contact center to determine a Weighted Advance Time (WAT) for the plurality of skills in the contact center and at least one of (a) a hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time and (b) a well-matched criteria between a subset of agents in the contact center and potential outbound calls in an outbound dialing campaign list;

determine, based on the analysis, an adjustment to the current outbound dialing pace, the adjustment yielding an adjusted outbound dialing pace that is faster or slower than the current outbound dialing pace selected to cause the WAT for one of the plurality of skills to be adjusted to more closely match the at least one of (a) the hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time and (b) the well-matched criteria between the subset of agents in the contact center and potential outbound calls in the outbound dialing campaign list; and

adjust the operating parameter of the pacing algorithm controlling the pace of the outbound dialer to implement the adjusted outbound dialing pace instead of the current outbound dialing pace.

10. The system of claim 9, wherein the processor analyzes a plurality of characteristics comprising:

(a) the hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time, (b) the well-matched criteria between the subset of agents in the contact center and potential outbound calls in the outbound dialing campaign list, or (c) the WAT for at least one of the plurality of skills in the contact center at the first time and, wherein the processor adjusts the outbound dialer'"'"'s pacing algorithm based on the analysis of the plurality of the characteristics, wherein the processor determines that adjusting the operating parameter based on the processor'"'"'s analysis of one of the plurality of the characteristic contradicts an adjustment of the operating parameter based on the analysis of a different one of the plurality of characteristics; and

wherein the processor executes an arbitration algorithm to resolve the contradiction.

11. The system of claim 9, wherein the processor adjusts the outbound dialer'"'"'s pacing algorithm by changing a rate at which outbound calls are made by the outbound dialer.

12. The system of claim 9, wherein the processor adjusts the operating parameter of the pacing algorithm by changing an order of the outbound dialing campaign list such that a first potential outbound call that was scheduled to be called before a second potential outbound call is re-scheduled to be called after the second potential outbound call, and wherein the processor determines that the second potential outbound call has a better skill match with one or more agents in the subset of agents as compared to the first potential outbound call.

13. The system of claim 9, wherein the processor adjusts the operating parameter of the pacing algorithm based on the well-matched criteria, wherein the subset of agents correspond to available agents and agents predicted to be available within a predetermined amount of time after the first time, and wherein the processor is programmed to follow the following rules in connection with adjusting the outbound dialer'"'"'s pacing algorithm:

if one or more agents in the subset of agents have a skill that matches a skill requirement of one or more of the potential outbound calls, then increase a rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list; and

if no agents in the subset of agents have the skill that matches the skill requirement of one or more of the potential outbound calls, then decrease the rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list.

14. The system of claim 9, wherein the processor adjusts the operating parameter of the outbound dialer'"'"'s pacing algorithm based on the WAT and wherein the processor is programmed to follow the following rules in connection with adjusting the outbound dialer'"'"'s pacing algorithm:

if the WAT is above a first predetermined WAT threshold, then decrease a rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list; and

if the WAT is below a second predetermined WAT threshold that is lower than the first predetermined WAT threshold, then increase the rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list.

15. The system of claim 9, wherein the processor adjusts the operating parameter of the pacing algorithm based on the WAT and wherein the processor is programmed to follow the following rules in connection with adjusting the outbound dialer'"'"'s pacing algorithm:

if the WAT is determined to be increasing, then decrease a rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list; and

if the WAT is determined to be decreasing, then increase the rate at which the outbound dialer'"'"'s pacing algorithm dials outbound calls from the outbound dialing campaign list.

16. A contact center, comprising:

an outbound work assignment engine including;

at least one processor;

an outbound dialer that dials calls from a campaign list according to rules contained in a pacing algorithm of the outbound dialer;

wherein the at least one processor;

determines a current outbound dialing pace that is implemented by an outbound dialer;

analyzes, at a first time, a plurality of skills in the contact center to determine a Weighted Advance Time (WAT) for the plurality of skills in the contact center and, at least one of (a) a hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time and (b) a well-matched criteria between a subset of agents in the contact center and potential outbound calls in an outbound dialing campaign list; and

determines that the current outbound dialing pace requires an adjustment to yield an adjusted outbound dialing pace that is faster or slower than the current outbound dialing pace in accord with the analysis to cause the WAT for one of the plurality of skills to be adjusted to more closely match the at least one of (a) the hit rate of successful outbound contacts that have occurred within a predetermined amount of time prior to the first time and (b) the well-matched criteria between the subset of agents in the contact center and potential outbound calls in the outbound dialing campaign list;

wherein a pacing controller adjusts an operating parameter of the outbound dialer'"'"'s pacing algorithm to implement the adjusted outbound dialing pace instead of the current outbound dialing pace.

17. The contact center of claim 16, wherein a plurality of the characteristics comprising:

(a) the hit rate of the successful outbound contacts that have occurred within a predetermined amount of time prior to the first time, (b) the well-matched criteria between the subset of agents in the contact center and potential outbound calls in the outbound dialing campaign list, or (c) the WAT for at least one of the plurality of skills in the contact center are analyzed by the at least one processor at the first time;

wherein the operating parameter of the outbound dialer'"'"'s pacing algorithm is adjusted, by the at least one processor, based on the analysis of the plurality of the characteristic;

wherein the pacing controller determines that an adjustment of the operating parameter of the outbound dialer'"'"'s pacing algorithm based on the analysis of one of the plurality of the characteristic contradicts an adjustment of the operating parameter of the outbound dialer'"'"'s pacing algorithm based on the analysis of a different one of the plurality of the characteristics; and

in response to the at least one processor making the determination, the at least one processor applies an arbitration algorithm to resolve the contradiction.

18. The contact center of claim 16, wherein at least one processor adjusts the outbound dialer'"'"'s pacing algorithm by changing a rate at which outbound calls are made by the outbound dialer.

19. The contact center of claim 16, further comprising the at least one processor, changing the outbound dialer'"'"'s pacing algorithm to an order of the outbound dialing campaign list such that a first potential outbound call that was scheduled to be called before a second potential outbound call is re-scheduled to be called after the second potential outbound call.

20. The contact center of claim 19, wherein the at least one processor determines that the second potential outbound call has a better skill match with one or more agents in the subset of agents as compared to the first potential outbound call.