Skill change and routing correction

• US 9,866,696 B2
• Filed: 12/17/2014
• Issued: 01/09/2018
• Est. Priority Date: 12/17/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Matula, Valentine C., Erhart, George
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US14/573,898
• Publication Number:
  US 20160182719A1
• Time in Patent Office: 1,119 Days
• Field of Search: 37926501-26502, 37926505, 37926602
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

Claims

1. A server, comprising:

a memory operable to store accessible data and processor instructions;

a network interface that interconnects the server to network components via a communication network; and

a processor performing;

accessing a work item received by a contact center;

determining at a first time, a reported routing attribute of the work item;

making a first routing decision whereby a first agent of the contact center is selected to receive the work item in accordance with the reported routing attribute being associated with a first skill of the first agent;

routing the work item to the first agent for processing the work item;

monitoring a dialog between the first agent and a customer associated with processing the work item;

receiving, at a second time and from the monitored dialog, indicia of an actual routing attribute and the second time being after the first agent has initiated processing of the work item and wherein the first agent remains able to process the work item;

accessing a database record comprising a correlation entry for the actual routing attribute and the reported routing attribute; and

upon determining the correlation entry is above a previously determined threshold, executing a misrouting action.

2. The server of claim 1, wherein the misrouting action comprises a signal to the first agent to reroute the work item to a second agent selected in accord with the actual routing attribute.

3. The server of claim 2, wherein the processor monitors the work item for a rerouting action following the signal and, failing to detect the rerouting within a predetermined time, performing a supervisory action.

4. The server of claim 1, wherein the misrouting action comprises a signal to the first agent indicating an off-topic conversation.

5. The server of claim 1, wherein the work item is associated with an override attribute whereby the misrouting action is omitted until such time as the override attribute is removed.

6. The server of claim 5, wherein the override attribute is set upon the processor determining the customer associated with the work item has requested not to be subject to the misrouting action.

7. The server of claim 1, further comprising:

accessing a plurality of database records, each database record comprising the correlation entry for the actual routing attribute and the reported routing attribute; and

upon determining the correlation entry of at least one of the plurality of database records the correlation entry is above the previously determined threshold, executing the misrouting action.

8. The server of claim 7, wherein the processor further performs, upon determining the reported routing attribute is not above the previously determined threshold substantially the same as the actual routing attribute, modifying the correlation entry in accord with the determination of a substantial similarity between the reported routing attribute and the actual routing attribute.

9. The server of claim 1, wherein the processor further performs:

executing the misrouting action, upon determining the work item is being processed by the first agent in a manner that is (i) taking longer than a previously determined duration or (ii) includes quiet time beyond a previously determined amount.

10. A system, comprising:

means to store data and processor instructions;

means to interconnect a server to network components via a communication network; and

means to process data further comprising;

accessing a work item received by a contact center;

determining at a first time, a reported routing attribute of the work item;

making a first routing decision whereby a first agent of the contact center is selected to receive the work item in accordance with the reported routing attribute being associated with a first skill of the first agent;

routing the work item to the first agent for processing of the work item;

monitoring a dialog between the first agent and a customer associated with processing the work item;

receiving, at a second time and from the monitored dialog, indicia of an actual routing attribute and the second time being after the first agent has initiated processing of the work item and wherein the first agent remains able to process the work item;

accessing a database record comprising a correlation entry for the actual routing attribute and the reported routing attribute; and

upon determining the correlation entry is above a previously determined threshold, executing a misrouting action.

11. The system of claim 10, wherein the misrouting action comprises a signal to the first agent to reroute the work item to a second agent selected in accord with the actual routing attribute.

12. The system of claim 10, wherein the misrouting action comprises a signal to the first agent indicating an off-topic conversation.

13. The system of claim 10, wherein the work item is associated with an override attribute whereby the misrouting action is omitted until such time as the override attribute is removed.

14. The system of claim 13, further comprising means to set the override attribute upon determining the customer associated with the work item has requested not to be subject to the misrouting action.

15. The system of claim 13, wherein the override attribute is set upon the actual routing attribute being associated with a second agent having a greater resource cost than a resource cost associated with the first agent.

16. The system of claim 10, further comprising:

accessing a plurality of database records, each database record comprising the correlation entry for the actual routing attribute and the reported routing attribute; and

upon determining the correlation entry of at least one of the plurality of database records the correlation entry is above the previously determined threshold, executing the misrouting action.

17. The system of claim 10, wherein the misrouting action comprises a resubmission of the work item to a routing engine for routing of the work item to a second agent associated with the actual routing attribute.

18. A processor, configured to perform operations comprising:

accessing a work item received by a contact center;

determining at a first time, a reported routing attribute of the work item;

making a first routing decision whereby a first agent of the contact center is selected to receive the work item in accordance with the reported routing attribute being associated with a first skill of the first agent;

routing the work item to the first agent for processing the work item;

monitoring a dialog between the first agent and a customer associated with processing the work item;

receiving, at a second time and from the monitored dialog, indicia of an actual routing attribute and the second time being after the first agent has initiated processing of the work item and wherein the first agent remains able to process the work item;

accessing a database record comprising a correlation entry for the actual routing attribute and the reported routing attribute; and

upon determining the correlation entry is above a previously determined threshold, executing a misrouting action.

19. The processor of claim 18, wherein the misrouting action comprises a signal to the first agent to reroute the work item to a second agent selected in accord with the actual routing attribute.

20. The processor of claim 18, wherein the misrouting action comprises a resubmission of the work item to a routing engine for routing of the work item to a second agent associated the actual routing attribute.