Ongoing text analysis to self-regulate network node allocations and contact center adjustments

• US 9,894,201 B1
• Filed: 12/14/2016
• Issued: 02/13/2018
• Est. Priority Date: 12/14/2016
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Matula, Valentine, Skiba, David, Erhart, George
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US15/378,507
• Time in Patent Office: 426 Days
• Field of Search: 37926509, 37926511, 37926512, 37926505, 37926501, 37926608
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 7/0042 where the data service is a text-based messaging service H04M7/0054 takes precedence

Abstract

Contact center agents are often presented work items utilizing voice, video, and text. Text messages are often processed concurrently with other text or non-text messages. In order to avoid over or under utilizing agents, contact centers may determine an initial complexity for a work item and route the work item to an agent having the skills and capacity to accommodate the initial complexity. However, the initial complexity may differ from an observed complexity as the agent processes the work item. Accordingly, systems and methods are provided to monitor ongoing text message complexity and route subsequent work items to agents based on an observed complexity provided, at least in part, by the complexity of text-based work item current being processed, and the agents capacity to process the subsequent work item.

Claims

1. A system, comprising:

a network interface; and

a processor; and

wherein the processor;

receives a stream of work items via the network interface;

determines a complexity, for a first work item of the stream of work items, to be a determined first initial complexity;

routes the first work item to a first agent for processing, the first agent being selected from a pool of agents having a skill necessary to process the first work item and having a capacity to process the first work item, wherein the capacity of the first agent is decremented by the first initial complexity for the first work item;

monitors the first work item for an observed complexity different from the first initial complexity;

upon determining the observed complexity differs from the first initial complexity, updates the capacity in accordance with the difference;

routes a second work item to the first agent upon determining the first agent has a skill and capacity to process the second work item having a second initial complexity that is within the capacity of the first agent; and

routes the second work item to a second agent upon determining the second initial complexity is not within the capacity.

2. The system of claim 1, wherein the processor increments the capacity in accordance with the work item upon the work item being completed by the first agent.

3. The system of claim 1, wherein, the processor, upon routing the second work item to the first agent, decrements the capacity by a complexity of the second work item.

4. The system of claim 1, wherein, the first work item further comprises a response threshold comprising a required time for the first agent to respond following a customer message comprising the first work item.

5. The system of claim 1, wherein complexity comprises a number of agent-customer turns to complete the first work item.

6. The system of claim 1, wherein complexity comprises a skill level required by an agent processing the first work item.

7. The system of claim 1, wherein the processor updates the capacity in accordance with determining the observed complexity differs from the first initial complexity wherein the update limited to one of an increase or a decrease.

8. The system of claim 1, wherein the processor updates the capacity in accordance with determining the observed complexity differs from the first initial complexity and wherein the update supplants the first initial complexity with the observed complexity.

9. The system of claim 1, wherein the processor updates the capacity in accordance with determining the observed complexity differs from the first initial complexity after a previously determined event has occurred without a subsequent observed complexity differing from the observed complexity.

10. The system of claim 1, wherein the processor updates the capacity in accordance with an aggregate, wherein the aggregate comprises the observed complexity and a subsequent observed complexity, differing from the first initial complexity.

11. A method, comprising:

receiving a stream of work items at a server from a network interface;

determining a complexity, for a first work item of the stream of work items, to be a determined first initial complexity;

routing the first work item to a first agent for processing, the first agent being selected from a pool of agents having a skill necessary to process the first work item and having a capacity to process the first work item, wherein the capacity of the first agent is decremented by the first initial complexity for the first work item;

monitoring the first work item for an observed complexity different from the first initial complexity;

upon determining the observed complexity differs from the first initial complexity, updating the capacity in accordance with the difference;

routing a second work item to the first agent upon determining the first agent has a skill and capacity to accept the second work item for processing, the second work item having a second initial complexity that is within the capacity of the first agent; and

routing the second work item to a second agent upon determining the second initial complexity is not within the capacity of the first agent.

12. The method of claim 11, further comprising incrementing the capacity in accordance with the work item being completed by the first agent.

13. The method of claim 11, further comprising, upon the routing of the second work item to the first agent, decrementing the capacity by a complexity of the second work item.

14. The method of claim 11, wherein complexity comprises a number of agent-customer turns to complete the first work item.

15. The method of claim 11, wherein complexity comprises a skill level required by an agent processing the first work item.

16. A system, comprising:

means for receiving a stream of work items via the network interface;

means for determining a complexity, for a first work item of the stream of work items, to be a determined first initial complexity;

means for routing the first work item to a first agent for processing, the first agent being selected from a pool of agents having a skill necessary to process the first work item and having a capacity to process the first work item, wherein the capacity of the first agent is decremented by the first initial complexity for the first work item;

means for monitoring the first work item for an observed complexity different from the first initial complexity;

means for, upon determining the observed complexity differs from the first initial complexity, updating the capacity in accordance with the difference;

means for routing a second work item to the first agent upon determining the first agent has a skill and capacity to accept the second work item for processing, the second work item having a second initial complexity that is within the capacity of the first agent; and

means for routing the second work item to a second agent upon determining the second initial complexity is not within the capacity.

17. The system of claim 16, wherein the means for updating the capacity in accordance with determining the observed complexity differs from the first initial complexity wherein the means is limited to an update comprising one of an increase or a decrease.

18. The system of claim 16, wherein the means for updating the capacity in accordance with determining the observed complexity differs from the first initial complexity, further comprises, means for updating the first initial complexity with the observed complexity.

19. The system of claim 16, wherein the means for updating the capacity in accordance with determining the observed complexity differs from the first initial complexity, further comprises, means for updating after a previously determined event has occurred without a subsequent observed complexity different from the observed complexity.

20. The system of claim 16, wherein the means for updating the capacity, further comprises, means for updating the capacity in accordance with an aggregate, wherein the aggregate comprises the observed complexity and a subsequent observed complexity, differing from the first initial complexity.