Techniques for workforce management in a contact center system
AssigneeAfiniti, Ltd.
InventorZia Chishti
Life of this patent
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Abstract
Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.
Claims21
A method comprising:
- determining a first contact waiting for connection in a contact center system;
- determining a second contact waiting for connection in the contact center system;
- determining a first agent available for connection to the first contact or the second contact;
- determining a second agent available for connection to the first contact or the second contact;
- determining a first combination of pairings comprising a pairing of the first contact with the first agent and the second contact with the second agent;
- determining a second combination of pairings comprising a pairing of the first contact with the second agent and the second contact with the first agent;
- selecting the first combination of pairings;
- and
- as a result of selecting the first combination of pairings, connecting the first contact with the first agent and the second contact with the second agent.
A system, the system comprising:
- memory;
- and
- processing circuitry coupled to the memory, wherein the system is configured to:
- determine a first contact waiting for connection in a contact center system;
- determine a second contact waiting for connection in the contact center system;
- determine a first agent available for connection to the first contact or the second contact;
- determine a second agent available for connection to the first contact or the second contact;
- determine a first combination of pairings comprising a pairing of the first contact with the first agent and the second contact with the second agent;
- determine a second combination of pairings comprising a pairing of the first contact with the second agent and the second contact with the first agent;
- select the first combination of pairings;
- and
- as a result of selecting the first combination of pairings, connect the first contact with the first agent and the second contact with the second agent.
A computer program product comprising a non-transitory computer readable medium storing instructions which when executed by processing circuitry of a system causes the system to:
- determine a first contact waiting for connection in a contact center system;
- determine a second contact waiting for connection in the contact center system;
- determine a first agent available for connection to the first contact or the second contact;
- determine a second agent available for connection to the first contact or the second contact;
- determine a first combination of pairings comprising a pairing of the first contact with the first agent and the second contact with the second agent;
- determine a second combination of pairings comprising a pairing of the first contact with the second agent and the second contact with the first agent;
- select the first combination of pairings;
- and
- as a result of selecting the first combination of pairings, connect the first contact with the first agent and the second contact with the second agent based on the selecting.
Dependencies are inferred from the claim text.