Systems and methods for optimal scheduling of resources in a contact center

• US 9,930,181 B1
• Filed: 12/30/2016
• Issued: 03/27/2018
• Est. Priority Date: 12/30/2016
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Moran, Thomas, Carty, Gerard
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US15/395,349
• Time in Patent Office: 452 Days
• Field of Search: 37926502, 37926501, 37926505, 37926511, 37926512, 37926601, 37926608, 37926507, 3792651
• CPC Class Codes: G06Q 10/063118 Staff planning in a project environment
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.

Claims

1. A method for managing a plurality of resources in a contact center, comprising:

assigning, by a contact center processor, each resource to one of;

a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or

a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute;

predicting, by the contact center processor, for a time period, an expected number of incoming contacts requiring resources possessing one of the first resource attribute or the second resource attribute;

identifying, by the contact center processor, a correlation between the first resource attribute and the second resource attribute; and

based on the correlation, forecasting, by the contact center processor, a minimum number of resources from each of the first set of resources and the second set of resources to handle the expected number of incoming contacts at a predetermined service level for the time period, wherein the minimum number of resources from the first set of resources is less than a number of resources required without the correlation.

2. The method of claim 1, further comprising:

scheduling, by the contact center processor, the minimum number of resources to work in the contact center during the time period.

3. The method of claim 1, wherein the first resource attribute comprises knowledge about a first product and the second resource attribute comprises knowledge about a second product.

4. The method of claim 1, further comprising, for a new contact requiring a resource with the first resource attribute:

establishing, by the contact center processor, a first communication session between the new contact and one resource from the second set of resources; and

establishing, by the contact center processor, a second communication session between the one resource and at least one resource from the first set of resources during the first communication session.

5. The method of claim 4, wherein the second communication session is established following a request by the one resource.

6. The method of claim 1, wherein one or more of the resources assigned to the second set of resources comprises a proficiency level below a third threshold for at least one additional resource attribute, the method further comprising:

predicting, by the contact center processor, for the time period, an expected number of incoming contacts requiring resources possessing the at least one additional resource attribute;

identifying, by the contact center processor, a second correlation between the first resource attribute and the at least one additional resource attribute; and

based on the first and second correlations, forecasting, by the contact center processor, a second minimum number of resources from each of the first set of resources and the second set of resources to handle the expected number of incoming contacts at the predetermined service level for the time period, wherein the second minimum number of resources from the first set is less than a number of resources required without the first and second correlations.

7. The method of claim 1, wherein each resource further comprises a plurality of additional resource attributes, the method further comprising:

determining, by the contact center processor, for a new contact, a plurality of contact attributes; and

selecting, by the contact center processor, a resource from one of the first set of resources or the second set of resources for connection with the new contact, the selection being based at least in part on a comparison between the plurality of additional resource attributes and the plurality of contact attributes.

8. A method for managing a plurality of resources in a contact center, comprising:

assigning, by a contact center processor, each resource to one of;

a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or

a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute;

predicting, by the contact center processor, for a time period;

an expected first number of incoming contacts requiring resources possessing the first resource attribute, the expected first number of incoming contacts historically resulting in scheduling of a first number of resources from the first set of resources to handle the expected first number of incoming contacts at a predetermined service level for the time period; and

an expected second number of incoming contacts requiring resources possessing the second resource attribute;

identifying, by the contact center processor, a correlation between the first resource attribute and the second resource attribute; and

based on the correlation, forecasting, by the contact center processor, a minimum number of resources from each of the first set of resources and the second set of resources to handle the expected first and second numbers of incoming contacts at the predetermined service level for the time period, wherein the minimum number of resources from the first set of resources is less than the first number of resources.

9. The method of claim 8, wherein the minimum number of resources from the second set of resources is less than a second number of resources from the second set of resources historically scheduled to handle the expected second number of incoming contacts at the predetermined service level for the time period.

10. The method of claim 8 further comprising, for a new contact requiring a resource with the first resource attribute:

establishing, by the contact center processor, a first communication session between the new contact and one resource from the second set of resources; and

establishing, by the contact center processor, a second communication session between the one resource and at least one resource from the first set of resources during the first communication session.

11. The method of claim 10, wherein the second communication session is established following a request by the one resource.

12. The method of claim 8, wherein each resource further comprises a plurality of additional resource attributes, the method further comprising:

determining, by the contact center processor, for a new contact, a plurality of contact attributes; and

selecting, by the contact center processor, a resource from one of the first set of resources or the second set of resources for connection with the new contact, the selection being based at least in part on a comparison between the plurality of additional resource attributes and the plurality of contact attributes.

13. A system for managing a plurality of resources in a contact center, comprising:

a memory device, storing executable instructions;

a processor in communication with the memory device, wherein the processor when executing the executable instructions;

assigns each resource to one of;

(i) a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute;

or (ii) a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute;

predicts, for a time period, an expected number of incoming contacts requiring resources possessing one of the first resource attribute or the second resource attribute;

identifies a correlation between the first resource attribute and the second resource attribute; and

based on the correlation, forecasts a minimum number of resources from each of the first set of resources and the second set of resources to handle the expected number of incoming contacts at a predetermined service level for the time period, wherein the minimum number of resources from the first set of resources is less than a number of resources required without the correlation.

14. The system of claim 13, wherein the processor when executing the executable instructions:

schedules the minimum number of resources to work in the contact center during the time period.

15. The system of claim 13, wherein the processor when executing the executable instructions, for a new contact requiring a resource with the first resource attribute:

establishes a first communication session between the new contact and one resource from the second set of resources; and

establishes a second communication session between the one resource and at least one resource from the first set of resources during the first communication session.

16. The system of claim 15, wherein the second communication session is established following a request by the one resource.

17. The system of claim 13, wherein each of the second set of resources comprises a proficiency level above a third threshold for at least one additional resource attribute and wherein the processor when executing the executable instructions:

predicts, for the time period, an expected number of incoming contacts requiring resources possessing the at least one additional resource attribute;

identifies a second correlation between the first resource attribute and the at least one additional resource attribute; and

based on the first and second correlations, forecasts a minimum number of resources from each of the first set of resources and the second set of resources to handle the expected number of incoming contacts at the predetermined service level for the time period, wherein the minimum number of resources from the first set of resources is less than a number of resources required without the first and second correlations.

18. The system of claim 13, wherein each resource further comprises a plurality of additional resource attributes and wherein the processor when executing the executable instructions:

determines, for a new contact, a plurality of contact attributes;

selects a resource from one of the first set of resources or the second set of resources for connection with the new contact, the selection being based at least in part on a comparison between the plurality of additional resource attributes and the plurality of contact attributes.

19. The system of claim 13, wherein:

predicting the expected number of incoming contacts further comprises predicting;

an expected first number of incoming contacts requiring resources possessing the first resource attribute, the expected first number of incoming contacts historically resulting in scheduling of a first number of resources from the first set of resources to handle the expected first number of incoming contacts at a predetermined service level for the time period; and

an expected second number of incoming contacts requiring resources possessing the second resource attribute; and

forecasting the minimum number of resources further comprises forecasting a minimum number of resources from each of the first set of resources and the second set of resources to handle the expected first and second number of incoming contacts at the predetermined service level for the time period, wherein the minimum number of resources from the first set of resources is less than the first number of resources.

20. The system of claim 19, wherein the minimum number of resources from the second set of resources is less than a second number of resources from the second set of resources historically scheduled to handle the expected second number of incoming contacts at the predetermined service level for the time period.