Automatic call distribution based on matching required skills with agents skills

• US 5,206,903 A
• Filed: 12/26/1990
• Issued: 04/27/1993
• Est. Priority Date: 12/26/1990
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: AT&T, Inc.
• Inventors: Palmer, Craig F., Kohler, Joylee E., Mathews, Eugene P., Nalbone, Robert D.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): Hong, Harry S.
• Application Number:
  US07/633,918
• Time in Patent Office: 853 Days
• Field of Search: 379/265, 379/266, 379/309, 379/212, 379/214, 379/201, 379/210, 379/211, 379/213, 379/233
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/1328 Call transfer, e.g. in PBX

Abstract

Automatic Call Distribution (ACD) equipment is improved by matching the information needs of an incoming caller with the particular expertise of a telemarketing agent who handles such calls. Each incoming call is assigned up to three prioritized skill numbers that estimate skill requirements of the calling party. Each agent possesses up to four skill numbers that represent various particular abilities of that agent. Numbers 1 through 9 are used. Upon arrival of the incoming call, a search is made for a match between the first caller skill number and an available agent possessing that skill. If no match is found, a similar search is made with respect to the second caller skill number. After a predetermined delay, a search is made with respect to the third caller skill number. When a match is found, the incoming call is connected to the agent possessing that skill. The longer that an incoming call remains unanswered, the larger the pool of agents becomes that will be allowed to handle the call. Although the specific expertise sought may not be matched, the present technique optimizes the matching process when a time constraint is imposed.

Claims

1. In automatic call distributing equipment, a method for routing incoming telephone calls to available agents, an available agent being an agent that is presently able to accept an incoming telephone call, the method comprising the following steps:

entering calls to a particular telephone number into a first queue for service by a first group of agents;

associating first and second call-skill indicators with each incoming call, each call-skill indicator representing a particular need of the caller;

associating at least one agent-skill indicator with each agent, the agent-skill indicator representing a particular ability of the agent deemed useful in satisfying a need of the caller;

searching the agent-skill indicators of the available agents for a match with the first call-skill indicator of the incoming call;

after a first time interval has expired without finding a match with the first call-skill indicator, expanding the search of agent-skill indicators to include one that matches the second call-skill indicator; and

connecting the incoming call to the available agent possessing an agent-skill indicator that matches the first or second call-skill indicator of the incoming call.

2. The method of claim 1 wherein the first call-skill indicator is jointly dependent upon the telephone number called and the telephone number of the calling party.

3. The method of claim 1 further including the steps of:

removing the incoming call from the first queue after a predetermined time interval has elapsed and the call has not been connected to an agent; and

entering the call into a second queue.

4. The method of claim 1 wherein the call-skill indicators and the agent-skill indicators are numbers that signify particular capabilities needed by callers and possessed by agents respectively.

5. The method of claim 1 wherein the first call-skill indicator is assigned to all calls to a particular telephone number as an estimate of a specific need of the caller.

6. The method of claim 5 wherein the second call-skill indicator is assigned to all calls to the same telephone number.

7. The method of claim 1 further including the steps of:

associating a third call-skill indicator with each incoming call which represents another particular need of the caller deemed useful in handling the incoming telephone call;

after a second time interval has expired without finding a match with the first or second call-skill indicators, expanding the search of agent-skill indicators to include one that matches the third call-skill indicator; and

connecting the incoming call to the available agent possessing an agent-skill indicator that matches the first or second or third call-skill indicator of the incoming call.

8. The method of claim 7 wherein the third call-skill indicator is assigned to all calls to the same telephone number.

9. The method of claim 1 further including the steps of:

searching for an available agent from among the first group thereof for a predetermined time interval;

searching for an available agent possessing a special agent-skill indicator, not necessarily the first call-skill indicator, said agent not being part of the first group of agents; and

connecting the incoming call to the available agent possessing the special agent-skill indicator;

whereby incoming calls are routed to available agents in a timely manner and with regard to specific skills possessed by the agents.

10. The method of claim 9 wherein said special agent-skill indicator represents a minimum ability of an agent to handle the incoming telephone call;

whereby call completion in a timely manner is further improved.

11. A method for routing incoming telephone calls, made to a particular telephone number, to available agents;

the method including the steps of;

associating indication numbers, including first and second indication numbers, with calls to the particular telephone number, said indication numbers indicating call-handling skills needed by the agent handling calls to the particular telephone number;

associating at least one of the indication numbers with each of the agents;

queuing incoming calls to a first group of agents in accordance with the particular telephone number dialed;

searching for an available agent possessing the first indication number;

searching for an available agent possessing the second indication number a predetermined time interval after the search for an available agent possessing the first indication number is unsuccessful; and

connecting the incoming telephone call to the available agent possessing one or both of said first and second indication numbers.

12. The method of claim 11 further including the steps of:

queueing incoming calls to a second group of agents when the search for an available agent possessing the first or second indication numbers is unsuccessful; and

searching for an available agent possessing a predetermined indication number other than said first or second indication numbers.

13. An arrangement for matching skill requirements of an incoming telephone caller with skills of one of a plurality of agents, some of the agents being available to handle the incoming caller, comprising:

means for obtaining a prioritized measure of skill requirements of the incoming caller, said prioritized measure including at least a primary skill requirement and a secondary skill requirement;

means for obtaining a measure of the skills possessed by the agents;

means for scanning the skills of the available agents for a match with the primary skill requirement of the caller;

means for scanning the skills of the available agents for a match with the secondary skill requirement of the caller when a match with the primary skill requirement is not found;

means for connecting the incoming telephone caller with the available agent possessing a skill that matches one of the skill requirements of the caller; and

means for delaying the search for an agent possessing the secondary skill requirement by a first predetermined time interval after the search for the primary skill requirement was made;

whereby the likelihood of providing the best match between caller and agent, within a predetermined time interval, is improved.

14. The arrangement of claim 13 wherein the prioritized measure further includes a tertiary skill requirement, comprising:

means for scanning the skills of the available agents for a match with the tertiary skill requirement of the caller when a match with the secondary skill requirement is not found;

means for connecting the incoming telephone caller with the available agent possessing the tertiary skill requirement of the caller; and

means for delaying the search for an agent possessing the tertiary skill requirement by a second predetermined time interval after the search for the secondary skill requirement was made;

whereby the likelihood of providing the best match between caller and agent, within a predetermined time interval, is improved.

15. In automatic call distributing equipment, a method for routing incoming telephone calls to available agents, an available agent being an agent that is presently able to accept an incoming telephone call, the method comprising the following steps:

associating a particular call-skill with each incoming call, the call-skill representing a particular need of the caller;

associating a plurality of agent-skills with the agents including a first agent-skill which exactly matches the particular call-skill and a second agent-skill which almost matches the particular call-skill, each agent having at least one agent-skill;

searching the agent-skills of the available agents for the first agent-skill;

waiting a predetermined amount of time for the incoming call to be connected to the available agent possessing the first agent-skill; and

then

expanding the search of available agents to include agents possessing the second agent-skill.