Location enhanced automatic work distribution
AssigneeAvaya Technology Corp.
InventorRohan Lenard
Life of this patent
Estimating the term…
Abstract
A work distribution system 100 is provided for matching geographically distributed resources 108, such as agents, with a geographically distributed plurality of work items. The work item distribution system 100 includes a resource identifier 102 that determines the resources that are suitable to serve the selected work item, an estimated wait time function 124 that determines an estimated wait time for each suitable resource to serve a selected work item, and a selector function 120 that assigns a value to each enqueued work item and, based on the value and estimated wait time, assigns a resource to the selected work item.
Claims40
A method of assigning a plurality of resources to a plurality of work items to be served by at least some of the resources, the plurality of resources and work items being geographically distributed, comprising:
- (a) selecting a first work item from the plurality of work items;
- (b) determining for the first work item a set of estimated wait times, each estimated wait time corresponding to at least one of the plurality of resources and comprising a respective time for the corresponding resource to relocate from at least a first location to a second location associated with the first work item;
- and
- (c) assigning at least one resource in the plurality of resources to the first work item based, at least in part, on the estimated wait time corresponding to the at least one resource.
A system of assigning a plurality of resources to a plurality of work items to be served by at least some of the resources, the plurality of resources and work items being geographically distributed, comprising:
- (a) selecting means for selecting a first work item from the plurality of work items;
- (b) determining means for determining for the first work item a set of estimated wait times, each estimated wait time corresponding to at least one of the plurality of resources and comprising a respective time for the corresponding resource to relocate from at least a first location to a second location associated with the first work item;
- and
- (c) assigning means for assigning at least one resource in the plurality of resources to the first work item based, at least in part, on the estimated wait time corresponding to the at least one resource.
27 The system of claim 16, wherein the relocation time is determined based on predetermined estimates of travel time between the first and second locations.
A system of assigning a plurality of resources to a plurality of work items to be served by at least some of the resources, the plurality of resources and work items being geographically distributed, comprising:
- (a) an estimating wait time function operable to determine for a first work item in the plurality of work items a set of estimated wait times, each estimated wait time corresponding to at least one of the plurality of resources and comprising a respective time for the corresponding resource to relocate from at least a first location to a second location associated with of the first work item;
- and
- (c) a selector function operable to assign at least one resource in the plurality of resources to the first work item based, at least in part, on the estimated wait time corresponding to the at least one resource.
Dependencies are inferred from the claim text.