System and method for agent queue activation in a contact center

• US 8,503,663 B2
• Filed: 06/30/2006
• Issued: 08/06/2013
• Est. Priority Date: 06/30/2005
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Brown, Donald E., Mewhinney, Brian Edward, Taylor, Matthew Alan, Langsford, Jay Michael
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US11/427,972
• Publication Number:
  US 20070002744A1
• Time in Patent Office: 2,594 Days
• Field of Search: 379/265.1, 379/265.11, 379/265.12, 379/265.01, 379/266.01, 379/266.02, 379/266.08, 379/265.09, 379/265.13, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.14, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.09, 379/266.1
• US Class Current: 379/265.05
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Various technologies and techniques are disclosed for automating the activation of agents in particular workgroups. A call queue server receives incoming communications. A scheduling server is coupled to the call center server over a network and analyzes historical communication data to calculate a forecasted load for a particular time period. The system uses the forecasted load to create agent schedules for the workgroups for the particular time period. The system programmatically activates and deactivates the agents into and out of the workgroups at scheduled points in time based on the calculated schedules. The call center server routes each of the queued communications to a particular agent that is activated on a particular one of the workgroup.

Claims

1. A method of using a computer, which is configured in one of a single unit form and a multi-component form, for routing a first communication and a second communication via a network, comprising:

(a) analyzing, by the computer, a plurality of historical communication data to calculate a forecasted load for a particular schedule period;

(b) assigning an agent to a grouping of one or more agents such that the grouping includes at least two agents according to said forecasted load;

(c) assigning the agent to an other grouping of one or more agents such that the other grouping includes at least two agents according to said forecasted load;

(d) activating the agent with respect to the grouping during a time range;

(e) activating the agent with respect to the other grouping during an other time range, wherein there is an overlapping time range where the time range and the other time range overlap;

(f) adjusting, by the computer, the schedule of the agent into and out of the grouping in real-time based on an actual communication load;

(g) receiving a first communication via the network;

(h) receiving a second communication via the network;

(i) routing, by the computer, the first communication to the agent via the network; and

,

(j) routing, by the computer, the second communication to the agent via the network.

2. The method of claim 1 further including a non-transitory computer-readable medium comprising instructions executed by a processor for allowing the computer to perform at least some of the steps recited in claim 1 that at least include at least partially performing steps (c) and (d);

and,

wherein one of the two groupings is capable of being related to a queue such that, if the queue were related to the one of the two groupings, the agent would be capable of relating to the queue through the one of the two groupings.

3. The method of claim 2 wherein the first communication is a work object and the second communication is a work object;

and,

wherein one of the two groupings is related to a queue such that the agent is capable of relating to the queue through the one of the two groupings.

4. The method of claim 3 wherein the routing of the first communication to the agent occurs by routing the first communication to the grouping and not by routing the first communication to the other grouping;

wherein the routing of the second communication to the agent occurs by routing the second communication to the other grouping and not by routing the second communication to the grouping; and

,

wherein the routing of the first communication to the agent and the routing of the second communication to the agent occur during the overlapping time range.

5. The method of claim 4 wherein at least five of the following six steps are at least partially performed:

steps (a), (b), (c), (d), (h), and (i).

6. The method of claim 5 wherein the two workgroups are each respectively related to a queue such that the agent is capable of relating to the queue through each of the two workgroups.

7. The method of claim 4 wherein at least one of the following two steps are at least partially performed:

steps (c) and (d).

8. The method of claim 7, wherein the grouping is associated with a media format;

wherein the first communication is of the media format; and

,

wherein the routing of first communication to the grouping relates to the fact that the grouping is of the media format and the first communication is of the media format.

9. The method of claim 8 wherein the other grouping is associated with an other media format, and wherein the not routing of the first communication to the other grouping relates to the fact that the other grouping is of the other media format and the first communication is of the media format.

10. The method of claim 7 wherein the other grouping is associated with an other media format;

wherein the second communication is of the other media format; and

,

wherein the routing of second communication to the other grouping relates to the fact that the other grouping is of the other media format and the second communication is of the other media format.

11. The method of claim 7 wherein the grouping of agents is not associated with a particular media format, wherein the first communication is not of the particular media format, and wherein the routing of the first communication to the grouping relates to the fact that grouping is not associated with the particular media format and the first communication is also not of the particular media format.

12. The method of claim 11 wherein the other grouping of agents is not associated with an other particular media format, and wherein the not routing the first communication to the other grouping relates to the fact that the other grouping is not associated with the other particular media format.

13. The method of claim 12 wherein the grouping is associated with the other particular media format, wherein the first communication of the other particular format, and wherein the routing of the first communication to the grouping further relates to the fact that the grouping is associated with the other particular media format and the first communication is of the other particular format.

14. The method of claim 13 wherein the other grouping is associated with the particular media format, and wherein the not routing of the first communication to the other grouping further relates to the fact that the other grouping is associated with the particular media format.

15. The method of claim 11 wherein the other grouping is not associated with an other particular media format, and wherein the second communication is not of the other particular media format, and wherein the routing of the second communication to the other grouping relates to the fact that the other grouping is not associated with the other particular media format and the second communication is also not of the particular media format.

16. The method of claim 15 wherein the particular media format and other particular media format are each respectively associated with an at least partially different respective subset of the following formats:

a voice call related format, a chat related format, an email related format, and a fax related format.

17. The method of claim 15 wherein the particular media format and other particular media format are each respectively associated with a respective subset of the following formats:

a voice call related format, a chat related format, an email related format, and a fax related format; and

,

wherein each of the two respective subsets are mutually exclusive with respect to each other.

18. The method of claim 7 further including:

relating the grouping to a queue;

relating the other grouping to another queue.

19. The method of claim 7 further including:

relating at least one of the groupings to a queue.

20. The method of claim 7 wherein the computer is a call queue server.

21. The method of claim 4 further including:

implementing the deactivation capability of the computer to at least one of the following;

programmatically deactivate the agent with respect to the grouping at an end of the time range, and programmatically deactivate the agent with respect to the other grouping at an end of the other time range.

22. The method of claim 4 further including:

implementing the deactivation capability of the computer to at least one of the following;

programmatically deactivate the agent with respect to the grouping at a time within the time range, and programmatically deactivate the agent with respect to the other grouping at a time within the other time range.

23. The method of claim 4 further including at least one of the following:

programmatically activating the agent with respect to the grouping at a time that is not within the time range, and programmatically activating the agent with respect to the other grouping at a time that is not within the other time range.

24. The method of claim 4 further including at least one of (a) and (b):

(a) implementing the deactivation capability of the computer to programmatically deactivate the agent with respect to the grouping; and

afterwards, programmatically activating the agent with respect to the grouping at a time that is not within the time range; and

(b) implementing the deactivation capability of the computer to programmatically deactivate the agent with respect to the other grouping; and

afterwards, programmatically activating the agent with respect to the other grouping at a time that is not within the other time range.

25. The method of claim 3 further including:

implementing the deactivation capability of the computer to programmatically deactivate the agent with respect to the other grouping such that the agent remains assigned to the other grouping but is incapable of receiving via the other grouping at least one of;

the first communication and the second communication;

wherein the agent remains activated in the grouping, for a portion of time in the time range that occurs after the programmatic deactivation of the other agent such that the agent remains able to receive at least one of the two communications via the grouping during the portion of time;

wherein the routing of both of the two communications occur during the portion of time; and

,

wherein at least one of the following two steps;

(c) and (d) are at least partially performed.

26. The method of claim 3 further including:

implementing the deactivation capability of the computer to programmatically deactivate the agent with respect to the other grouping such that the agent remains assigned to the other grouping but is incapable of receiving via the other grouping both the first communication and the second communication;

wherein the agent remains activated in the grouping, for a portion of time in the time range that occurs after the programmatic deactivation of the other agent such that the agent remains able to receive both of the two communications via the grouping during the portion of time;

wherein the routing of both of the two communications occurs during the portion of time and the routing of both of the two communications to the agent are via the grouping and not via the other grouping because the agent is activated during the portion of time with respect to the grouping and deactivated with respect to the other grouping; and

,

wherein at least one of the following two steps (c) and (d) are at least partially performed.

27. The method of claim 26 wherein the grouping is associated with a media type and not associated with an other media type;

and,

wherein the routing of both of the two communications to the agent via the grouping further relates to the fact that the grouping is associated with the media type and not associated with the other media type.

28. The method of claim 1 wherein at least three of the following four steps are at least partially performed programmatically:

steps (c), (d), (h), and (i).

29. The method of claim 28 wherein each of the groupings is a workgroup.

30. The method of claim 28 wherein all of the agents in the grouping have a skill in common;

and,

wherein all of the agents in the other grouping have an other skill in common.

31. The method of claim 1, wherein the computer in at least one of steps (c) and (d) deactivates the agent with respect to said grouping but leaves said agent assigned to the grouping.

32. A method of scheduling agents, performed by a processor, the method comprising:

assigning an agent to a workgroup of agents;

assigning the agent to an other workgroup of agents;

programmatically scheduling, by the processor, the workgroup of agents based on a forecast load;

wherein the programmatic scheduling of the workgroup of agents includes programmatically scheduling, by the processor, the agent to be activated during a time range;

wherein the programmatic scheduling of the workgroup of agents includes programmatically scheduling, by the processor, the agent to be deactivated at a time when the time range ends;

programmatically scheduling, by the processor, the other workgroup of agents;

wherein the programmatic scheduling of the other workgroup of agents includes programmatically scheduling, by the processor, the agent to be activated during an other time range, wherein the other time range at least partially overlaps the time range;

wherein the programmatic scheduling of the other workgroup of agents includes programmatically scheduling, by the processor, the agent to be deactivated at a time when the other time range ends;

programmatically activating, by the processor, the agent with respect to the workgroup for the time range;

programmatically activating, by the processor, the agent with respect to the other workgroup for the other time range;

programmatically deactivating, by the processor, the agent with respect to the workgroup at the time when the time range ends;

programmatically deactivating, by the processor, the agent with respect to the other workgroup at the time when the other time range ends; and

adjusting, by the processor, the schedule of the agent into and out of the workgroup in real-time based on an actual communication load.

33. The method of claim 32 wherein one of the two workgroups is related to a queue such that the agent is capable of relating to the queue through the one of the two workgroups.

34. The method of claim 33 further including:

programmatically rescheduling the workgroup of agents, wherein the programmatic rescheduling includes programmatically rescheduling the agent to be programmatically deactivated with respect to the workgroup of agents at a time before the time when the time range ends; and

,

programmatically deactivating the agent with respect to the workgroup at the time before the time when the time range ends.

35. A method of employing a computer for routing communications to grouped agents via a network, comprising:

identifying a first group of agents, wherein the first group is associated with a first communication type and not associated with a second communication type;

identifying a second group of agents, wherein the second group is associated with the second communication type and not associated with the first communication type;

assigning an agent to the first group;

assigning an other agent to the second group;

receiving a first communication via the network that is of the first communication type and not of the second communication type;

routing the first communication via the network to the agent assigned to the first group because;

(i) the first communication is of the first communication type, (ii) because the first communication is not of the second communication type, (iii) the first group is associated with the first communication type, and (iv) the first group is not associated with the second communication type;

receiving a second incoming communication via the network that is of the second communication type and not of the first communications type;

routing the second communication via the network to the other agent assigned to the second group because;

(i) the second communication is of the second communication type, (ii) the second communication is not of the first communications type, (iii) the second group is associated with the second communication type, and (iv) the second group is not associated with the first communication type; and

adjusting, by the computer, a schedule of the agent into and out of the first group and the second group in real-time based on an actual communication load.

36. The method of claim 35 further including:

a non-transitory computer-readable medium comprising instructions performed by a processor for performing at least most of the recited steps; and

,

wherein one of the two groups is related a queue such that the agent is capable of relating to the queue through the one of the two groups.

37. The method of claim 36 further including:

(a) assigning the agent also to the second group;

(b) activating the agent with respect to each of the two groups;

(c) activating the other agent to the second group;

(d) deactivating the other agent with respect to the second group such that the second communication may not be routed to the other agent while the other agent remains deactivated with respect to the second group;

(e) instead of routing the second communication to the other agent, routing the second communication via the network to the activated agent assigned to the second group because the agent is activated in the second group, the second communication is of the second communication type, the second communication is not of the first communications type, the second workgroup is associated with the second communication type, and the second group is not associated with the first communication type;

wherein the first communication may be routed to the agent while the agent remains activated in the first group; and

,

wherein at least two of steps (b), (c), and (d) are performed programmatically.

38. The method of claim 35 wherein the routing of the two communications occurs during the overlapping time range.