Method and apparatus for assessing the status of work waiting for service

• US 8,751,274 B2
• Filed: 06/19/2008
• Issued: 06/10/2014
• Est. Priority Date: 09/26/2003
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Flockhart, Andrew D., Roybal, Larry J., Steiner, Robert C.
• Primary Examiner(s): Choi, Peter
• Assistant Examiner(s): Gills, Kurtis
• Application Number:
  US12/142,555
• Publication Number:
  US 20080275751A1
• Time in Patent Office: 2,182 Days
• Field of Search: 705/7.12
• US Class Current: 705/7.12
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/0635 Risk analysis of enterprise or organisation activities
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.

Claims

1. A method in a contact center comprising a central server for distributing work items to workstations of a first set of resources and a work queue having a plurality of work items, the method comprising:

determining that the plurality of work items have been received at at least one telecommunications component of the contact center from a plurality of customers, wherein the at least one telecommunications component comprises at least one of a Private Branch eXchange (PBX) and a server;

generating in said central server using a workload monitoring agent, based at least in part on said work queue, an ordered set of work items related to the plurality of work items in the work queue, wherein the ordered set of work items comprises real-time work items and non-real-time work items, wherein each work item in said ordered set comprises a service time goal;

analyzing said ordered set, wherein the analyzing step determines a required queue position for each of the plurality of work items and wherein at least one of the following is true for a selected required queue position;

(i) multiple of the work items have a determined required queue position equal to the selected required queue position; and

(ii) no work items have a determined required queue position equal to the selected required queue position and wherein the selected required queue position is closer to a head of the ordered set than another selected required queue position that equals a determined required queue position of at least one of the work items;

based on said analyzing step, determining a state of said work queue to be one of an “

On Target”

state when there are no predicted shortfalls in resources for the work items in the ordered set and a state other than “

On Target”

that indicates a predicted shortfall in resources for the work items in the ordered set;

when the workload monitoring agent predicts an “

On Target”

state, determining to forward work items in the work queue to workstations of the first set of resources; and

when the workload monitoring agent predicts a state other than the “

On Target”

state, determining to additionally forward work items to workstations of a second set of resources.

2. The method of claim 1, wherein if the state other than the “

On Target”

state, the method further includes predicting when a surplus of work items will occur, and additionally forwarding work items in the work queue to workstations of the second set of resources in dependence on said prediction.

3. The method of claim 1, wherein said required queue position (“

RQP”

) is based on said service time goal for each work item and a weighted advance time of the work queue.

4. The method of claim 3, wherein said generating step includes:

creating an array of counters, each element in said array of counters corresponding to a predefined range of RQP'"'"'s; and

incrementing a counter in said array of counters associated with the RQP for each work item; and

wherein said determining step includes;

for each work item, subtracting from the service time goal for said work item an amount of time since said work item was received to obtain a remaining time for said work item.

5. The method of claim 3, wherein said determining a state of said work queue includes:

determining said weighted advance time of the work queue; and

for each work item, dividing a remaining time by said weighted advance time for the work queue.

6. The method of claim 1, wherein said generating step further comprises:

determining a range of RQP'"'"'s which correspond to each item within said ordered set, wherein, when a number of a selected item is N, said predefined range of queue positions for the selected item in said ordered set, is 2^N-1<

RQP≦

2^N.

7. The method of claim 1, wherein said analyzing step comprises:

creating an index variable;

setting said index variable to one;

creating a sum variable;

setting said sum variable to zero;

calculating a new sum as the sum of the previous value of the sum variable and the value of an item in the ordered set which corresponds to the index variable;

determining a highest required queue position, RQP, associated with the item in the ordered set which corresponds to the index variable;

determining if the sum is greater than said highest RQP;

setting a state to “

Future Risk”

when said sum is greater than said highest RQP; and

incrementing said index and repeating said calculating a new sum, determining a highest RQP, determining if the sum is greater than the highest RQP, and setting a state steps when said sum is not greater than said highest RQP.

8. The method of claim 7, wherein said analyzing step further comprises:

determining if there are additional items in said ordered set; and

setting a state to “

On Target”

when there are no additional items in said ordered set.

9. The method of claim 7, wherein said analyzing step further comprises:

when said sum is greater than said highest RQP, determining a time of said “

Future Risk”

.

10. The method of claim 9 wherein said time is calculated as the product of the index and the weighted advance time for the work queue and wherein said extent is calculated as a difference between said sum and said highest RQP.

11. The method of claim 7, wherein said analyzing step further comprises:

when said sum is greater than said highest RQP, determining an extent of the “

Future Risk”

.

12. The method of claim 11, wherein said extent is calculated as the difference between said sum and said highest RQP.

13. The method of claim 1, wherein the work items comprise at least one of voice calls, VoIP, text-chat, e-mail, fax, electronic documents, web forms, voice messages, video calls, and combinations thereof.

14. The method of claim 13, wherein the first set of resources are directly connected to the at least one telecommunications component and wherein the second set of resources are not directly connected to the at least one telecommunications component.