METHOD AND SYSTEM FOR OPTIMIZING CONTACT CENTER PERFORMANCE

• US 20120215577A1
• Filed: 02/23/2011
• Published: 08/23/2012
• Est. Priority Date: 02/23/2011
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: D'Arcy, Paul, O'Connor, Néil
• Application Number:
  US13/032,864
• Publication Number:
  US 20120215577A1
• Time in Patent Office: Days
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]

Abstract

A method for assigning individual contact processing resources of a contact centre to contacts in the contact centre is disclosed. On receiving a new contact at the contact centre, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact centre. A programmed processing object corresponding to each individual contact processing resource of the contact centre is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.

Claims

1. A method for assigning individual contact processing resources of a contact centre to contacts in the contact centre, comprising:

responsive to receiving a new contact at the contact centre, providing a respective contact object corresponding to the new contact within a population of contact objects corresponding to contacts being processed by the contact centre;

providing a respective programmed processing object corresponding to each of a plurality of individual contact processing resources of the contact centre, each processing object being arranged to adaptively and independently select contact objects from said population of contact objects based on a value received for processing contacts from said population and a value spent on processing contacts from said population; and

responsive to a programmed processing object selecting a contact object, assigning an associated contact processing resource to the contact.

2. A method according to claim 1 wherein each contact object is a passive data object stored in a dataspace.

3. A method according to claim 1 wherein each contact object corresponds with a respective programmed processing object arranged to seek an individual contact processing resource of the contact centre for said contact by migrating said contact object within a dataspace storing said population of contact objects.

4. A method according to claim 3 wherein behaviour of said contact programmed processing objects adapts with successive generations of such objects.

5. A method according to claim 1 wherein suppliers of new contacts to said contact center comprise respective programmed processing objects arranged to adaptively locate contact objects within a dataspace storing said population of contact objects based on optimizing value produced by said contact center.

6. A method according to claim 1 comprising storing said population of contact objects within a dataspace having one or more dimensions.

7. A method according to claim 6 further comprising initially dividing said dataspace into a plurality of designated regions, each corresponding with skills required by a contact in order to correctly process that contact, and offered by contact processing resources.

8. A method according to claim 1 wherein said contact processing resources correspond with any one of a human agent, a supervisor, an IVR Port, an Auto-Response Simulator, or other human or automated service that may be of use in servicing the contact.

9. A method according to claim 1 wherein each contact object comprises one or more types of attributes including:

contact media type, contact specific attributes, or contact value.

10. A method according to claim 9 wherein each contact object further comprises an attribute indicating a type of programmed processing object which might select said contact object.

11. A method according to claim 10 wherein said programmed processing object type indicator is a discrete valued variable.

12. A method according to claim 1 wherein each contact object comprises a consumed flag to indicate whether a contact has been previously processed by a programmed processing object.

13. A method according to claim 9 wherein said contact media type comprises one of:

voice, e-mail Instant Message, web chat, social media communication, or virtual world communication.

14. A method according to claim 9 wherein said contact specific attributes include one or more of:

caller identifier, caller name, phone number, e-mail address, TCP/IP address;

initial contact time; and

contact skills required.

15. A method according to claim 1 wherein said adaptive selection comprises learning to select between contacts in a sub-set of said population of contact objects based on a value received or spent for processing a previous contact.

16. A method according to claim 1 wherein each programmed processing object is arranged to change a value associated with a contact object according to the processing of an associated contact by an associated contact processing resource.

17. A method according to claim 12 wherein at least some of said programmed processing objects are arranged to updated a consumed flag for a contact object on completion of processing a contact so that other programmed processing objects can adapt their behaviour based on said processing.

18. A method according to claim 1 wherein said adaptive selection comprises learning to select the number of contacts in said sub-set of said population of contact objects from which to select a contact object for processing.

19. A method according to claim 1 wherein said adaptive selection comprises learning to select a location among said population of contact objects from which to select said sub-set of said population of contact objects.

20. A method according to claim 6 further comprising tuning respective values associated with selecting, processing and traversing said dataspace to optimize value produced by said contact center.

21. A method according to claim 9 further comprising tuning a rate of change of value of respective media types to optimize value produced by said contact center.

22. A method according to claim 1 in which each programmed processing object includes a neural network.

23. A contact center arranged to assign individual contact processing resources of the contact centre to incoming contacts, the contact center being responsive to receiving a new contact to provide a respective contact object corresponding to the new contact within a population of contact objects corresponding to contacts being processed by the contact centre;

to provide a respective programmed processing object corresponding to each of a plurality of individual contact processing resources of the contact centre, each processing object being arranged to adaptively and independently select contact objects from said population of contact objects based on a value received for processing contacts from said population and a value spent on processing contacts from said population; and

responsive to a programmed processing object selecting a contact object, to assign an associated contact processing resource to the contact.

24. A method for assigning individual contacts to contact processing resources of a contact centre comprising:

providing a respective object corresponding to each of a plurality of individual contact processing resources within a population of contact processing resource objects of the contact centre; and

responsive to receiving a new contact at the contact centre, providing a respective programmed processing object corresponding to the new contact, each processing object being arranged to adaptively and independently select a contact processing resource object from said population of contact processing resource objects based on a value for processing contacts and a value spent on processing contacts;

responsive to a programmed processing object selecting a contact processing resource object, assigning an associated contact to the contact processing resource.

25. A contact center arranged to assign individual contacts to contact processing resources of a contact centre, the contact center being:

arranged to provide a respective object corresponding to each of a plurality of individual contact processing resources within a population of contact processing resource objects of the contact centre;

responsive to receiving a new contact at the contact centre, to provide a respective programmed processing object corresponding to the new contact, each processing object being arranged to adaptively and independently select a contact processing resource object from said population of contact processing resource objects based on a value for processing contacts and a value spent on processing contacts; and

responsive to a programmed processing object selecting a contact processing resource object, to assign an associated contact to the contact processing resource.