Ongoing text analysis to self-regulate network node allocations and contact center adjustments
First Claim
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.
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Accused Products
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.
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Citations
20 Claims
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1. A system, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method, comprising:
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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. - View Dependent Claims (12, 13, 14, 15)
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16. A system, comprising:
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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. - View Dependent Claims (17, 18, 19, 20)
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Specification