System and method for managing customer interactions for contact center based on agent proximity

• US 9,992,341 B2
• Filed: 12/31/2014
• Issued: 06/05/2018
• Est. Priority Date: 12/31/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bouzid, Ahmed Tewfik, Harasimiuk, Pawel, Wellman, Aaron, Kumar, Praphul, Ristock, Herbert Willi Artur
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US14/588,403
• Publication Number:
  US 20160191712A1
• Time in Patent Office: 1,252 Days
• Field of Search: 37926512
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

Claims

1. A method for managing customer interactions for a customer contact center, the method comprising:

receiving, by a processor, information on an interaction with a customer communication device corresponding to a customer to be routed;

identifying, by the processor, a context associated with the interaction;

receiving, by the processor, first proximity information relating to a proximity between an electronic device corresponding to an agent and a first proximity device corresponding to an agent workstation of the agent;

receiving, by the processor, a proficiency value of the agent for handling the interaction;

receiving, by the processor, second proximity information relating to a proximity between the electronic device corresponding to the agent and a second proximity device corresponding to the agent workstation of the agent;

adjusting, by the processor, the proficiency value of the agent according to the context associated with the interaction in response to receiving the second proximity information;

determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency value; and

transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency value.

2. The method of claim 1, further comprising:

receiving, by the processor, third proximity information relating to a proximity between the electronic device and a third proximity device; and

adjusting, by the processor, the proficiency value of the agent to a third value in response to the receiving of the third proximity information.

3. The method of claim 1, wherein the electronic device comprises a plurality of electronic devices associated with the agent, and

wherein the method further comprises selecting, by the processor, one of the electronic devices for routing the interaction based on the context associated with the interaction and the proficiency value.

4. The method of claim 1, wherein the proficiency value is based on a proximity of the agent relative to the agent workstation.

5. The method of claim 1, wherein the proficiency value is based on an environment at a location of the agent.

6. The method of claim 1, wherein the proficiency value is based on an ability of the agent to access customer information related to the interaction.

7. The method of claim 1, wherein the proficiency value is based on a data communication network connection of the electronic device.

8. The method of claim 1, wherein the proficiency value is based on an ability of the agent to engage in the interaction using an appropriate communication channel corresponding to the interaction.

9. The method of claim 1, wherein the context associated with the interaction comprises a topic of the interaction.

10. The method of claim 1, wherein the context associated with the interaction comprises a previous interaction related to the interaction.

11. A system for managing customer interactions for a customer contact center, the system comprising:

a processor; and

a memory in communication with the processor, the memory storing instructions that, when executed by the processor, cause the processor to;

receive information on an interaction with a customer communication device corresponding to a customer to be routed;

identify a context associated with the interaction;

receive first proximity information relating to a proximity between an electronic device corresponding to an agent and a first proximity device corresponding to an agent workstation of the agent;

receive proficiency value of the agent for handling the interaction;

receive second proximity information relating to a proximity between the electronic device corresponding to the agent and a second proximity device corresponding to the agent workstation;

adjust the proficiency value of the agent according to the context associated with the interaction in response to receiving the second proximity information;

determine whether or not the agent is qualified to handle the interaction based on the proficiency value; and

transmit a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency value.

12. The system of claim 11, wherein the instructions further cause the processor to:

receive third proximity information relating to a proximity between the electronic device and a third proximity device; and

adjust the proficiency value of the agent to a third value in response to the receiving of the third proximity information.

13. The system of claim 11, wherein the electronic device comprises a plurality of electronic devices associated with the agent, and

wherein the instructions further cause the processor to select one of the electronic devices for routing the interaction based on the context associated with the interaction and the proficiency value.

14. The system of claim 11, wherein the proficiency value is based on a proximity of the agent relative to the agent workstation.

15. The system of claim 11, wherein the proficiency value is based on an environment at a location of the agent.

16. The system of claim 11, wherein the proficiency value is based on an ability of the agent to access customer information related to the interaction.

17. The system of claim 11, wherein the proficiency value is based on a data communication network connection of the electronic device.

18. The system of claim 11, wherein the proficiency value is based on an ability of the agent to engage in the interaction using an appropriate communication channel corresponding to the interaction.

19. The system of claim 11, wherein the context associated with the interaction comprises a topic of the interaction.

20. The system of claim 11, wherein the context associated with the interaction comprises a previous interaction related to the interaction.