Conditional attribute mapping in work assignment

• US 9,813,557 B2
• Filed: 08/09/2013
• Issued: 11/07/2017
• Est. Priority Date: 08/09/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Steiner, Robert C.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US13/963,843
• Publication Number:
  US 20150043726A1
• Time in Patent Office: 1,551 Days
• Field of Search: 37926509, 37926512, 37926601
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first analyzed for any required, preferred, and conditional attributes and then queued in multiple resource attribute sets for work assignment. Work items are assigned to resources by considering a match between the analyzed attributes of a work item and a resource while observing alternative assignment conditions. When met, the alternative assignment conditions cause the work item to be queued in additional resource attribute sets thereby expanding the pool of selectable resources. Once assigned, the work item may be removed from queues not selected in the work assignment.

Claims

1. A method, comprising:

analyzing, by a processor, via a work assignment mechanism, a work item for one or more attributes, wherein the work item represents a contact received at a contact center, via a network, from a first communication device;

determining, by the processor, from the one or more attributes, a preferred attribute and a conditional attribute for the work item at a first time;

placing, by the processor, the work item in a first work pool for service by a first resource in a first resource pool, wherein the first work pool is an unordered collection of like work items, wherein the first resource pool includes at least one resource possessing the preferred attribute;

after placing the work item in the first work pool, receiving, by the processor, an alternative assignment condition input associated with the work item, wherein the alternative assignment condition input increases a number of resources included in a work assignment decision for the work item;

additionally placing, by the processor and in response to receiving the alternative assignment condition input and while the work item is placed for service by the first resource in the first resource pool, the work item in a different second work pool for service by a second resource in a second resource pool such that the work item is placed in both the first work pool and the second work pool until the work item is assigned to the first or second resource in the first or second resource pool and wherein the second work pool is an unordered collection of like work items and wherein the second resource pool includes at least one resource having the conditional attribute and not the preferred attribute; and

routing, by the processor, the work item to a communication device of the first or second resource in the first or second resource pool from one of the first work pool or the second work pool.

2. The method of claim 1, further comprising:

receiving a subsequent alternative assignment condition input associated with the work item, wherein the subsequent alternative assignment condition input increases a number of resources included in the work assignment decision for the work item; and

placing, in response to receiving the subsequent alternative assignment condition input and while the work item is placed in the first and second work pools, the work item in a different third work pool for service by a third resource pool, wherein the third work pool is an unordered collection of like work items, wherein the third resource pool includes at least one resource having the conditional attribute, and wherein the work item is placed in the first work pool, the second work pool, and the third work pool.

3. The method of claim 1, further comprising:

determining, that a conditional resource in the second resource pool is available to service the work item;

determining, at substantially the same time, that no preferred resource in the first resource pool is available to service the work item;

assigning the work item to the conditional resource; and

removing the work item from the first work pool and the second work pool.

4. The method of claim 1, further comprising:

determining that a resource in at least one of the first resource pool or the second resource pool is available to service the work item;

selecting the first or second resource from one of the first resource pool or the second resource pool; and

assigning the work item to the selected resource.

5. The method of claim 4, further comprising:

removing the work item from the first work pool and the second work pool.

6. The method of claim 4, wherein the selected resource is a preferred resource in the first resource pool or a conditional resource in the second resource pool.

7. The method of claim 4, further comprising:

associating work pool metrics with only one of the first resource pool or the second resource pool.

8. The method of claim 4, wherein selecting the resource further comprises:

determining a rating associated with attributes of the first resource of the first resource pool and the second resource of the second resource pool, wherein the rating indicates a number of attributes matched to the one or more attributes of the work item; and

selecting the resource having the rating that indicates a greatest number of the attributes of the resource matching the one or more attributes of the work item.

9. The method of claim 4, wherein the alternative assignment condition input is associated with a wait time of the work item in the first work pool, wherein the preferred attribute is a first language, wherein the conditional attribute is a second language, and wherein the work item is placed into the second work pool based on the wait time of the work item in the first work pool.

10. A contact center, comprising:

a work assignment mechanism contained in memory and executed by a processor, the work assignment mechanism including;

a work assignment engine that analyzes a work item for one or more attributes, wherein the work item represents a contact received at a contact center, via a network, from a first communication device;

a conditional attribute manager that determines, from the one or more attributes, a preferred attribute and a conditional attribute for the work item at a first time, places the work item in a first work pool for service by a first resource in a first resource pool, wherein the first resource pool includes at least one resource possessing the preferred attribute, after placing the work item in the first work pool, receives an alternative assignment condition input associated with the work item, wherein the alternative assignment condition input increases a number of resources included in a work assignment decision for the work item, and additionally places, in response to receiving the alternative assignment condition input and while the work item is placed for service by the first resource in the first resource pool, the work item in a different second work pool for service by a second resource in a second resource pool such that the work item is placed in both the first work pool and the second work pool until the work item is assigned to the first or second resource in the first or second resource pool, wherein the second resource pool includes at least one resource having the conditional attribute and not the preferred attribute; and

a routing engine that routes the work item to a communication device of the resource in the first or second resource pool from one of the first work pool or the second work pool.

11. The contact center of claim 10, wherein the conditional attribute manager determines that the first or second resource in at least one of the first resource pool or the second resource pool is available to service the work item, select the first or second resource from one of the first resource pool or the second resource pool, and assign the work item to the selected resource.

12. A server, comprising:

a processor; and

a computer readable medium, coupled to the processor and comprising instructions stored thereon that cause the processor to;

analyze a work item received at a contact center for one or more attributes, wherein the work item is received, via a network, from a first communication device;

determine, from the one or more attributes, a preferred attribute and a conditional attribute for the work item at a first time;

place the work item in a first work pool for service by a first resource in a first resource pool, wherein the first resource pool includes at least one resource possessing the preferred attribute;

after placing the work item in the first work pool, receive an alternative assignment condition input associated with the work item, wherein the alternative assignment condition input increases a number of resources included in a work assignment decision for the work item;

additionally place, in response to receiving the alternative assignment condition input and while the work item is placed for service by the first resource in the first resource pool, the work item in a different second work pool for service by a second resource in a second resource pool such that the work item is placed in both the first work pool and the second work pool until the work item is assigned to the first or second resource in the first or second resource pool, and wherein the second resource pool includes at least one resource having the conditional attribute and not the preferred attribute; and

route the work item to a communication device of the first or second resource in the first or second resource pool from one of the first work pool or the second work pool.

13. The server of claim 12, wherein the processor is further caused to:

receive a subsequent alternative assignment condition input associated with the work item, wherein the subsequent alternative assignment condition input increases a number of resources included in the work assignment decision for the work item; and

place, in response to receiving the subsequent alternative assignment condition input and while the work item is placed for service by the first resource in the first resource pool and the second resource in the second resource pool, the work item in a different third work pool for service by a third resource pool, wherein the third resource pool includes at least one resource having the conditional attribute, and wherein the work item is placed in the first work pool, the second work pool, and the third work pool.

14. The server of claim 12, wherein the processor is further caused to:

determine that a conditional resource in the second resource pool is available to service the work item;

determine at substantially the same time, that no preferred resource in the first resource pool is available to service the work item;

assign the work item to the conditional resource in the second resource pool; and

removing the work item from the first work pool and the second work pool.

15. The server of claim 12, wherein the processor is further caused to:

determine that the first or second resource in one or more of the first resource pool or the second resource pool is available to service the work item;

select the first or second resource from one of the first resource pool or the second resource pool; and

assign the work item to the selected resource.

16. The server of claim 15, wherein the processor is further caused to remove the work item from the first work pool and the second work pool.

17. The server of claim 15, wherein the selected resource is a preferred resource in the first resource pool or a conditional resource in the second resource pool.

18. The server of claim 15, wherein the processor is further caused to associate work pool metrics with only one of the first resource pool or the second resource pool.

19. The server of claim 15, wherein selecting the resource from one of the first resource pool or the second resource pool further causes the processor to:

determine a rating associated with attributes of the first resource of the first resource pool and the second resource of the second resource pool, wherein the rating indicates a number of attributes matched to the one or more attributes of the work item; and

selecting the resource having the rating that indicates a greatest number of the attributes of the resource matching the one or more attributes of the work item.

20. The server of claim 12, further comprising a qualifier set pool, wherein the qualifier set pool represents the preferred attribute and the conditional attribute.