Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

• US RE47,138 E1
• Filed: 11/03/2015
• Issued: 11/20/2018
• Est. Priority Date: 08/27/2002
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated), Alcatel-Lucent SA (Nokia Corporation)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated), Alcatel-Lucent SA (Nokia Corporation)
• Inventors: Petrovykh, Yevgeniy
• Primary Examiner(s): NGUYEN, MINH DIEU T
• Application Number:
  US14/931,814
• Time in Patent Office: 1,113 Days
• CPC Class Codes: H04L 29/06027 Protocols for multimedia communication
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 43/06 Generation of reports
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 63/0281 Proxies
• CPC Class Codes: H04L 65/1016 IP multimedia subsystem [IMS]
• CPC Class Codes: H04L 65/4007 Services involving a main real-time session and one or more additional parallel sessions real time messaging, e.g. instant messaging, interacting with other applications or services H04L51/046; multichannel or multilink protocols H04L69/14; services and arrangements where telephone services are combined with data services H04M7/0024
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/142 Managing session states for stateless protocols; Signalling session states; State transitions; Keeping-state mechanisms
• CPC Class Codes: H04L 67/24 Presence management use and manipulation of presence information in instant messaging H04L51/043
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/5175 : Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 : Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 : interacting with the Internet
• CPC Class Codes: H04M 3/5231 : with call back arrangements
• CPC Class Codes: H04M 3/5232 : Call distribution algorithms
• CPC Class Codes: H04M 3/5238 : with waiting time or load prediction arrangements
• CPC Class Codes: H04M 7/003 : Click to dial services
• CPC Class Codes: H04M 7/006 : Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 2213/1305 : Software aspects
• CPC Class Codes: H04Q 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13164 : Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13335 : Simulation, emulation
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 3/64 : Distributing or queueing

Abstract

A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.

Claims

1. In a communication center, a server hosting a software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue, the server comprising:

processor;

memory coupled to the processor and storing program instructions corresponding to the software application, the processor being operable to execute the software application, the software application including;

a first function for accessing information from the communication-center queue, wherein the communication-center queue is a virtual queue with a plurality of events representing a plurality of media events waiting in real queues;

a second function for accessing information from a data source about workforce availability and state information for a first resource group and a second resource group, wherein the first resource group has a first skill for handling a first subset of the events in the virtual queue, and the second resource group has a second skill for handling a second subset of the events in the virtual queue;

a processing function for processing queue information, the queue information including assessment of the events waiting in the virtual queue, and workforce information; and

a message generation and delivery function for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity, wherein the recommendation includes re-allocating a resource from the first resource group to the second resource group for handling the events currently represented in the virtual queue;

characterized in that the application periodically accesses the communication-center queue and the data source to obtain the most recent information for processing, and generates periodic recommendations based on real-time requirements of events and availability states of resources; and

a routing device coupled to the processor, the routing device being configured to route one of the media events waiting in the one of the real queues corresponding to the one of the events in the virtual queue, to a communication device associated with the resource allocated to the second resource group, wherein in response to the routing, a connection is established with the communication device.

2. The software application of claim 1 wherein the communication-center queue is a virtual queue capable of representing multimedia events.

3. The software application server of claim 2 1 wherein represented events include COST calls, VoIP calls, e-mails, voice-mails, video calls, session initiation events, and IMPP-based communication events.

4. The software application server of claim 1 wherein the workforce includes both live agents and automated systems.

5. The software application server of claim 1 wherein event requirements include media type, requested routing destination identification, and event purpose information.

6. The software application server of claim 1 wherein the first function is enabled by a data network link from a server hosting the application and a server hosting the virtual queue.

7. The software application server of claim 1 wherein the second function is enabled by a data network link from a server hosting the application and a server functioning as the data source hosting the workforce information.

8. The software application server of claim 1 wherein the data source serves information according to a presence protocol.

9. The software application server of claim 1 wherein the processing function performs a comparative analysis between the queue requirements and the workforce information the, wherein results thereof of the comparative analysis are used to form the recommendation.

10. The software application server of claim 1 wherein the recommendation is an IMPP-based message.

11. The software application server of claim 1 wherein the target entity is a supervising agent responsible for workforce allocation.

12. The software application server of claim 1 wherein the target entity is an automated system and the recommendation is a direct order to that system.

13. The software application server of claim 1 further including a third function for making interface with and accessing data from a historical database for the purpose of generating probability statistics concerning incoming events yet to be registered into the virtual queue.

14. The software application server of claim 13 wherein the generated probability statistics are used to help generate recommendations.

15. The software application server of claim 1 wherein the presence information includes availability information, individual agent schedule information, and resolute activity state information.

16. In a communication center environment, an automated system for generating workforce resource allocation recommendations based on requirements for queued events and current workforce presence and state parameters, the automated system comprising:

a first server having network access to the queued events in a virtual queue, the queued events in the virtual queue representing a plurality of media events waiting in real queues;

a second server having network access to the first server and having network access to the workforce presence and state parameters for a first resource group and a second resource group, wherein the first resource group has a first skill for handling a first subset of the events in the virtual queue, and the second resource group has a second skill for handling a second subset of the events in the virtual queue;

and

wherein the first server is configured to run a software application running on the first server, the application including a processing function for processing queue information, the queue information including assessment of the queued events waiting in the virtual queue, and workforce information; and

provided by the second server, the application further including a message generation and delivery function for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity, wherein the recommendation includes re-allocating a resource from the first resource group to the second resource group for handling the queued events;

and

a routing device coupled to the first server, the routing device being configured to route one of the media events waiting in the one of the real queues corresponding to the one of the events in the virtual queue, to a communication device associated with the resource allocated to the second resource group, wherein in response to the routing, a connection is established with the communication device;

characterized in that the recommendation provides direction for allocation of resources ahead of a time when the considered events would require actual event handling.

17. The automated system of claim 16 wherein the communication-center queue is a virtual queue capable of representing multimedia events.

18. The automated system of claim 16 wherein queued events include COST calls, VoIP calls, c-mails, voice-mails, video calls, and session initiation events, and IMPP-based communication events.

19. The automated system of claim 16 wherein the workforce includes both live agents and automated systems.

20. The automated system of claim 16 wherein current event requirements include media type, requested destination identification, and event purpose information.

21. The automated system of claim 16 wherein the workforce presence and state parameters are server served by the second server according to IMPP-based messaging.

22. The automated system of claim 16 wherein the processing function performs a comparative analysis between the queue requirements and the workforce information the, wherein results thereof of the comparative analysis are used to form the recommendation.

23. The automated system of claim 16 wherein the target entity is a supervising agent responsible for workforce allocation.

24. The automated system of claim 16 wherein the target entity is an automated system and the recommendation is a direct order to that system.

25. The automated system of claim 16 wherein the presence information includes availability information, individual schedule information, and resolute activity state information.

26. A method for anticipating resources needed for events represented in a communication-center queue comprising steps of:

(a) using a software application, accessing the communication-center queue to gain access to requirements and parameters of events represented therein, wherein the communication-center queue is a virtual queue with a plurality of events representing a plurality of media events waiting in real queues;

(b) quantifying and sorting the accessed requirements;

(c) using the same software application accessing a data source to gain access to presence and state information of center resources for a first resource group and a second resource group, wherein the first resource group has a first skill for handling a first subset of the events in the virtual queue, and the second resource group has a second skill for handling a second subset of the events in the virtual queue;

(d) performing a comparative analysis of the accessed requirements against the available resources based on assessment of the events waiting in the virtual queue;

(e) generating a resource allocation recommendation based on the results of analysis, wherein the recommendation includes re-allocating a resource from the first resource group to the second resource group of handling the events currently represented in the virtual queue;

and

(f) sending the recommendation to a target entity responsible for resource allocation; and

(g) routing, by a routing device, one of the media events waiting in the one of the real queues corresponding to the one of the events in the virtual queue, to a communication device associated with the resource allocated to the second resource group, wherein in response to the routing, a connection is established with the communication device.

27. The method of claim 26 wherein in step (a) the software application includes a first function for accessing information from the virtual queue;

a second function for accessing information from a data source about workforce availability and state information;

a processing function for processing queue information and workforce information; and

a message generation and delivery function for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity.

28. The method of claim 26 wherein in step (a) requirements and parameters include media type, requested event destination identification, event origination identification and event purpose information.

29. The method of claim 26 wherein in step (b) the requirements are prioritized by pre-selected criteria.

30. The method of claim 26 wherein in step (c) data access is based on a push model.

31. The method of claim 26 wherein in step (c) data access is based on a pull model.

32. The method of claim 26 wherein in step (c) the data source is a server.

33. The method of claim 26 wherein in step (c) the presence and state information includes work schedules, shift change information, and resolute activity states of differing media types.

34. The method of claim 26 wherein in step (e) knowledge of un-allocated resources is also incorporated in recommendation generation.

35. The method of claim 26 wherein in step (f) the target entity is a supervising agent.

36. The method of claim 26 wherein the target entity is an automated system and the recommendation is a direct order.