Using true value in routing work items to resources

• US 8,000,989 B1
• Filed: 03/31/2004
• Issued: 08/16/2011
• Est. Priority Date: 03/31/2004
• Status: Expired due to Fees

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Sobus, Katherine A., Kiefhaber, Sarah H., Thomson, Rodney A., Kohler, Joylee E., Paddock, Henry R.
• Primary Examiner(s): Boswell; Beth V
• Assistant Examiner(s): Zagarella; Stephanie
• Application Number:
  US10/815,584
• Time in Patent Office: 2,694 Days
• Field of Search: 705/7.11, 705/7.13, 705/7.22, 705/7.26, 705/7.29, 705/35, 705/38
• US Class Current: 705/7.12
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes

Abstract

The present invention is directed to a contact center 100 comprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact center 100 and (b) a contact selector 216 operable to select a resource of the contact center 100 to service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.

Claims

1. A method comprising:

(a) receiving, in real time, by a computer, a first contact from a first customer, wherein at least one of the first customer and first contact has an associated first value to a contact center, wherein the associated first value reflects an income received by the contact center from the first customer or from a set of other similar customers for a contact type when no first customer history is known;

(b) deriving the associated first value by calculating the following equation;

first value=expected revenues−

expected costs−

average expense directly attributed to a customer responsible for a contact;

wherein the expected revenues are based on a weighted average historical revenue for a contact type for a set of similar customers when the first customer is unknown, and a weighted average historical revenue for all contact types for the first customer when the first customer is known;

wherein the expected costs are based on a weighted average historical cost for the contact type for the set of similar customers when the first customer is unknown, a weighted average historical cost for all contact types for the first customer when the first customer is known, predicted cost to service a future contact with the first customer, and current costs to service a current contact waiting to be serviced by a resource;

wherein the average expense directly attributed to the customer responsible for the contact is based on customer specific expenses, which are not otherwise considered in the expected costs, and which are attributed to the customer but not caused by the customer;

(c) selecting in real time, by the computer,

(i) an available resource of the contact center to service the first contact and

(ii) a service priority for the first contact, relative to contacts from other customers, based, at least in part, on the associated first value;

(d) placing the first contact into a queue of contacts based, at least in part, on the selected service priority of the first contact relative to service priorities for the contacts from other customers in the queue, wherein the queue of contacts is ordered based on the selected service priorities; and

(e) assigning, in real time, a contact, based on the order of the queue, to the selected available resource.

2. The method of claim 1, wherein the predicted cost comprises a plurality of pro-rated compensation of one or more agents in servicing the at least one of the first and a second contact, pro rated benefits of one or more agents in servicing the at least one of the first and second contact, and a media dependent cost for a media type used by the at least one of the first and second contact.

3. The method of claim 1, wherein the average expense comprises an agent salary and benefits of an agent servicing past contacts with the first customer, costs to train agents servicing the past contacts with the first customer, and contact media costs.

4. The method of claim 2, wherein the predicted cost depends on a type of media used by the first contact and wherein different first and second communication media types are associated with different predicted costs.

5. The method of claim 1, further comprising:

comparing a first customer profile associated with the first customer with a second customer profile associated with a second customer to determine, based at least in part on the historic sales of the second customer, future sales projections of the first customer.

6. The method of claim 1, wherein the first value is determined, at least in part, by dividing average expenses directly attributable to the first customer over a specified time period less revenue generated from contacts over the time period.

7. A machine, comprising:

a processor operable to;

receive, in real time, by a computer, a first contact from a first customer, wherein at least one of the first customer and first contact has an associated first value to a contact center, wherein the associated first value reflects an income received by the contact center from the first customer or from a set of other similar customers for a contact type when no first customer history is known; and

derive the associated first value by calculating the following equation;

first value=expected revenues−

expected costs−

average expense directly attributed to a customer responsible for a contact;

wherein the expected revenues are based on a weighted average historical revenue for a contact type for a set of similar customers when the first customer is unknown, and a weighted average historical revenue for all contact types for the first customer when the first customer is known;

wherein the expected costs are based on a weighted average historical cost for the contact type for the set of similar customers when the first customer is unknown, a weighted average historical cost for all contact types for the first customer when the first customer is known, predicted cost to service a future contact with the first customer, and current costs to service a current contact waiting to be serviced by a resource;

wherein the average expense directly attributed to the customer responsible for the contact is based on customer specific expenses, which are not otherwise considered in the expected costs, and which are attributed to the customer but not caused by the customer;

select in real time, by the computer, at least one of

an available resource of the contact center to service the first contact and

a service priority for the first contact, relative to contacts from other customers, based, at least in part, on the associated first value;

place the first contact into a queue of contacts based, at least in part, on the selected service priority of the first contact relative to service priorities for the contacts from other customers in the queue, wherein the queue of contacts is ordered based on the selected service priorities; and

assign, in real time, a contact, based on the order of the queue, to the selected available resource.

8. The machine of claim 7, wherein the predicted cost comprises a plurality of pro-rated compensation of one or more agents in servicing the at least one of the first and a second contact, pro rated benefits of one or more agents in servicing the at least one of the first and second contact, and a media dependent cost for a media type used by the at least one of the first and second contact, and wherein the first value reflects an income received by the contact center from the first customer and a set of other similar customers.

9. The machine of claim 7, wherein the average expense is reduced by expenses attributable to the first customer for which the first customer is not responsible and wherein the average expense comprises one or more of agent salary and benefits of an agent servicing past contacts with the first customer, costs to train agents servicing the contacts with the first customer, and contact media costs.

10. The machine of claim 7, wherein the first value reflects a first contact expense and wherein different first and second communication media types are associated with different predicted costs.

11. The machine of claim 7, wherein a first predicted cost for a contact using a first communication medium is different from a second predicted cost for a contact using a second communication medium.

12. The machine of claim 7, wherein the expected cost is determined by a historical cost comprising a cost of goods sold for a selected set of products.

13. A computer program product comprising computer executable instructions encoded on a non-transitory computer readable medium, which, when executed by a computer, cause the computer to:

receive, in real time, by the computer, a first contact from a first customer, wherein at least one of the first customer and first contact has an associated first value to a contact center, wherein the associated first value reflects an income received by the contact center from the first customer or from a set of other similar customers for a contact type when no first customer history is known; and

derive the associated first value by calculating the following equation;

first value=expected revenues−

expected costs−

average expense directly attributed to a customer responsible for a contact;

wherein the expected revenues are based on a weighted average historical revenue for a contact type for a set of similar customers when the first customer is unknown, and a weighted average historical revenue for all contact types for the first customer when the first customer is known;

wherein the expected costs are based on a weighted average historical cost for the contact type for the set of similar customers when the first customer is unknown, a weighted average historical cost for all contact types for the first customer when the first customer is known, predicted cost to service a future contact with the first customer, and current costs to service a current contact waiting to be serviced by a resource;

wherein the average expense directly attributed to the customer responsible for the contact is based on customer specific expenses, which are not otherwise considered in the expected costs, and which are attributed to the customer but not caused by the customer;

select in real time, by the computer, at least one of

an available resource of the contact center to service the first contact and

a service priority for the first contact, relative to contacts from other customers, based, at least in part, on the associated first value,

place the first contact into a queue of contacts based, at least in part, on the selected service priority of the first contact relative to service priorities for the contacts from other customers in the queue, wherein the queue of contacts is ordered based on the selected service priorities; and

assign, in real time, a contact, based on the order of the queue, to the selected available resource.

14. The product of claim 13, wherein the average expense is reduced by expenses attributable to the first customer for which the first customer is not responsible and wherein the average expense comprises agent salary and benefits of an agent servicing past contacts with the first customer, costs to train agents servicing the contacts with the first customer, and contact media costs.

15. The product of claim 13, wherein the predicted cost depends on a type of media used by the first contact, wherein the predicted cost is based on a monetary contact center expense, and wherein different first and second communication media types are associated with different predicted costs.

16. The product of claim 13, further comprising:

comparing a first customer profile associated with the first customer with a second customer profile associated with a second customer to determine, based at least in part on historic sales of the second customer, future sales projections of the first customer.