Workload distribution with resource awareness
First Claim
1. A method for workload distribution for a contact center, the method comprising:
- receiving, by an interaction server, a plurality of work items from a plurality of sources;
storing, by the interaction server, the plurality of work items in a first data structure maintained by the interaction server;
identifying, by the interaction server, a work item from the plurality of work items for distribution based on an assigned distribution criteria;
determining, by the interaction server, availability of at least one target capable of handling the work item;
in response to determining availability of the at least one target, transmitting, by the interaction server, a routing request for the work item to a routing server coupled to the interaction server, the routing server being separate from the interaction server and being coupled to a second data structure different from the first data structure, the interaction server removing the work item from the first data structure and storing the work item in the second data structure, wherein in response to the request, the routing server is configured to execute a routing strategy, identify a specific target for handling the work item based on the executed routing strategy, remove the work item from the second data structure, and route the work item to the identified specific target; and
in response to determining that the target is not available, refraining, by the interaction server, from transmitting the routing request for the work item to the routing server and modifying, by the interaction server, the distribution criteria for the work item.
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Accused Products
Abstract
A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
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Citations
20 Claims
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1. A method for workload distribution for a contact center, the method comprising:
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receiving, by an interaction server, a plurality of work items from a plurality of sources; storing, by the interaction server, the plurality of work items in a first data structure maintained by the interaction server; identifying, by the interaction server, a work item from the plurality of work items for distribution based on an assigned distribution criteria; determining, by the interaction server, availability of at least one target capable of handling the work item; in response to determining availability of the at least one target, transmitting, by the interaction server, a routing request for the work item to a routing server coupled to the interaction server, the routing server being separate from the interaction server and being coupled to a second data structure different from the first data structure, the interaction server removing the work item from the first data structure and storing the work item in the second data structure, wherein in response to the request, the routing server is configured to execute a routing strategy, identify a specific target for handling the work item based on the executed routing strategy, remove the work item from the second data structure, and route the work item to the identified specific target; and in response to determining that the target is not available, refraining, by the interaction server, from transmitting the routing request for the work item to the routing server and modifying, by the interaction server, the distribution criteria for the work item. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for workload distribution for a contact center, the system comprising:
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an interaction server being configured to; receive a plurality of work items from a plurality of sources; store the plurality of work items in a first data structure maintained by the interaction server; identify a work item from the plurality of work items for distribution based on an assigned distribution criteria; determine availability of at least one target capable of handling the work item; in response to determining availability of the at least one target, transmit a routing request for the work item over a data communications network, remove the work item from the first data structure, and store the work item in a second data structure different from the first data structure; and in response to determining that the target is not available, refrain from transmitting the routing request for the work item to the routing server and modify the distribution criteria for the work item; and a routing server coupled to the interaction server over the data communications network, the routing server being separate from the interaction server and being coupled to the second data structure, wherein in response to the request, the routing server is configured to; execute a routing strategy; identify a specific target for handling the work item based on the executed routing strategy; and remove the work item from the second data structure and route the work item to the identified specific target. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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Specification