Workload distribution with resource awareness

• US 9,912,816 B2
• Filed: 11/29/2012
• Issued: 03/06/2018
• Est. Priority Date: 11/29/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert Willi Artur, Pigott, Bob, Rosen, Adam
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US13/689,750
• Publication Number:
  US 20140146961A1
• Time in Patent Office: 1,923 Days
• Field of Search: 37926502, 37926511, 37926512, 37926513
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5234 Uniform load distribution

Abstract

A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.

Claims

1. A method for workload distribution for a contact center, the method comprising:

receiving, by an interaction server, a plurality of work items from a plurality of sources;

storing, by the interaction server, the plurality of work items in a first data structure maintained by the interaction server;

identifying, by the interaction server, a work item from the plurality of work items for distribution based on an assigned distribution criteria;

determining, by the interaction server, availability of at least one target capable of handling the work item;

in response to determining availability of the at least one target, transmitting, by the interaction server, a routing request for the work item to a routing server coupled to the interaction server, the routing server being separate from the interaction server and being coupled to a second data structure different from the first data structure, the interaction server removing the work item from the first data structure and storing the work item in the second data structure, wherein in response to the request, the routing server is configured to execute a routing strategy, identify a specific target for handling the work item based on the executed routing strategy, remove the work item from the second data structure, and route the work item to the identified specific target; and

in response to determining that the target is not available, refraining, by the interaction server, from transmitting the routing request for the work item to the routing server and modifying, by the interaction server, the distribution criteria for the work item.

2. The method of claim 1, wherein the distribution criteria comprise at least one of a priority value, a business value, a creation date, or a due date for the work item.

3. The method of claim 1 further comprising receiving, by the interaction server, a request for the specific target, wherein the determining of the availability of the at least one target includes determining the availability of the specific target.

4. The method of claim 1, wherein the determining the availability of the at least one target includes evaluating, by the interaction server, information about occupancy, skills, or location of targets.

5. The method of claim 1, wherein the determining the availability of the at least one target comprises determining whether one or more resources associated with the at least one target and eligible to receive the work item are available.

6. The method of claim 1, wherein the determining the availability of the at least one target comprises identifying, by the interaction server, capacity of the at least one target to handle the work item.

7. The method of claim 1, wherein the interaction server and the routing server are coupled over a local area network.

8. The method of claim 1, wherein the modifying the distribution criteria includes modifying priority of the work item.

9. The method of claim 8, wherein a work item with a lower priority is not immediately selected for distribution.

10. The method of claim 1 further comprising:

applying a first rule to the work item to obtain additional task related information, and associating the additional task related information to the work item, wherein the routing server is configured to select the specific target based on the additional task related information associated with the work item.

11. The method of claim 1, wherein the at least one target includes a group of contact center agents with skills for handling the work item.

12. A system for workload distribution for a contact center, the system comprising:

an interaction server being configured to;

receive a plurality of work items from a plurality of sources;

store the plurality of work items in a first data structure maintained by the interaction server;

identify a work item from the plurality of work items for distribution based on an assigned distribution criteria;

determine availability of at least one target capable of handling the work item;

in response to determining availability of the at least one target, transmit a routing request for the work item over a data communications network, remove the work item from the first data structure, and store the work item in a second data structure different from the first data structure; and

in response to determining that the target is not available, refrain from transmitting the routing request for the work item to the routing server and modify the distribution criteria for the work item; and

a routing server coupled to the interaction server over the data communications network, the routing server being separate from the interaction server and being coupled to the second data structure, wherein in response to the request, the routing server is configured to;

execute a routing strategy;

identify a specific target for handling the work item based on the executed routing strategy; and

remove the work item from the second data structure and route the work item to the identified specific target.

13. The system of claim 12, wherein the distribution criteria comprise at least one of a priority value, a business value, a creation date, or a due date for the work item.

14. The system of claim 12, wherein the interaction server if further configured to receive a request for the specific target, wherein the instructions that cause the processor to determine the availability of the at least one target includes instructions that cause the processor to determine the availability of the specific target.

15. The system of claim 12, wherein the determining the availability of the at least one target includes evaluating information about occupancy, skills, or location of targets.

16. The system of claim 12, wherein the determining the availability of the at least one target comprise determining whether one or more resources associated with the at least one target and eligible to receive the work item are available.

17. The system of claim 12, wherein the determining the availability of the at least one target comprises identifying capacity of the at least one target to handle the work item.

18. The system of claim 12, wherein the modifying the distribution criteria includes modifying priority of the work item.

19. The system of claim 18, wherein a work item with a lower priority is not immediately selected for distribution.

20. The system of claim 12, wherein the work item is a non telephony interaction with an end user.