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

• US 8,891,747 B2
• Filed: 06/19/2008
• Issued: 11/18/2014
• 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): DEANE JR, WILLIAM J
• Application Number:
  US12/142,599
• Publication Number:
  US 20080275766A1
• Time in Patent Office: 2,343 Days
• Field of Search: 379/201.01, 37926501-26514, 37926601-2661, 379/309
• US Class Current: 379/201.01
• 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 contact center for servicing a plurality of contacts received from a plurality of customers, comprising:

a plurality of workstations corresponding to a first set plurality of resources;

a central server in communication with the plurality of workstations, comprising;

at least one queue of contacts, each of said contacts in the at least one queue of contacts having an associated service time goal; and

a workload monitoring agent operable to;

generate, based at least in part on said at least one queue, an ordered set of items related to a plurality of work items corresponding to contacts in the at least one queue

analyze said ordered set, wherein the analyzing step determines a required service time goal for each of the plurality of work items, wherein at least one of the following is true for a selected service time goal;

(i) the selected required service time goal corresponds to multiple of the work items;

(ii) the selected required service time goal does not correspond to any work items and wherein the selected required service time goal is more impending than another selected required service time goal that corresponds to at least one of the work items;

based on said analysis, determine a state of said at least one queue;

forward a work item, in the at least one queue, to workstations of the first set of resources; and

when there is a surplus of work items, additionally forward a work item to workstations of a second set of resources.

2. The contact center of claim 1, wherein the contacts in the at least one queue comprise one or more of realtime and non-real time contacts.

3. The contact center of claim 1, wherein the workload monitoring agent is further operable to identify a weighted advance time for servicing of contacts and determine a required queue position for each of said contacts.

4. The contact center of claim 3, wherein the workload monitoring agent determines said required queue position based on the weighted advance time for servicing of contacts, an elapsed time since the contact was received at said at least one queue, and a service time goal for the contact.

5. The contact center of claim 3, wherein said required queue position is calculated as the difference between the service time goal and the elapsed time divided by the weighted advance time for servicing of contacts.

6. The contact center of claim 1, wherein the contacts within the plurality of contacts have at least two service time goals.

7. The contact center of claim 1, wherein the workload monitoring agent is further operable to determine, from the at least one queue, a representation of required queue positions associated with the contacts in said at least one queue.

8. The contact center of claim 7, wherein a predetermined workload level exists when a queue position in the representation of required queue positions is less than a number of enqueued contacts ahead of the queue position in the representation of required queue positions.

9. The contact center of claim 8, wherein the time at which the predetermined workload level will likely exist is the product of the weighted advance time for servicing of contacts and queue position at which the predetermined workload level will likely exist.

10. The contact center of claim 9, wherein the number of contacts required to be serviced is the difference between the required queue position and the number of enqueued contacts before the required queue position.

11. A contact center server in communication with a plurality of workstations, comprising:

a memory;

a processor in communication with the memory, the processor operable to execute;

at least one queue of contacts, each of said contacts in the at least one queue having an associated service time goal and a corresponding work item; and

a workload monitoring agent operable to;

generate, based at least in part on said at least one queue, an ordered set of items related to a plurality of work items in the at least one queue

analyze said ordered set, wherein the analyzing step determines a required service time goal for each of the plurality of work items, wherein at least one of the following is true for a selected service time goal;

(i) the selected required service time goal corresponds to multiple of the work items; and

(ii) the selected required service time goal does not correspond to any work items and wherein the selected required service time goal is more impending than another selected required service time goal that corresponds to at least one of the work items;

based on said analysis, determine a state of said at least one queue;

forward a work item, in the at least one queue, to workstations of the first set of resources; and

when there is a surplus of work items, additionally forward a work item to workstations of a second set of resources.

12. The contact center server of claim 11, wherein the contacts in the at least one queue comprise one or more of realtime and non-real time contacts.

13. The contact center server of claim 11, wherein the workload monitoring agent is further operable to identify a weighted advance time for servicing of contacts and determine a required queue position for each of said contacts.

14. The contact center server of claim 13, wherein the workload monitoring agent determines said required queue position based on the weighted advance time for servicing of contacts, an elapsed time since the contact was received at said at least one queue, and a service time goal for the contact.

15. The contact center server of claim 13, wherein said required queue position is calculated as the difference between the service time goal and the elapsed time divided by the weighted advance time for servicing of contacts.

16. The contact center server of claim 11, wherein the contacts within the plurality of contacts have at least two service time goals.

17. The contact center server of claim 11, wherein the workload monitoring agent is further operable to determine, from the at least one queue, a representation of required queue positions associated with the contacts in said at least one queue.

18. The contact center server of claim 17, wherein a predetermined workload level exists when a queue position in the representation of required queue positions is less than a number of enqueued contacts ahead of the queue position in the representation of required queue positions.

19. The contact center server of claim 18, wherein the time at which the predetermined workload level will likely exist is the product of the weighted advance time for servicing of contacts and queue position at which the predetermined workload level will likely exist.

20. The contact center server of claim 19, wherein the number of contacts required to be serviced is the difference between the required queue position and the number of enqueued contacts before the required queue position.