Multi-tasking relief
AssigneeAvaya Inc.
InventorsJoylee Kohler, Robert C. Steiner, Andrew D. Flockhart
Life of this patent
Estimating the term…
Abstract
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine performance efficiencies/metric associated with one or more multi-tasking agents and provide relief to agents based on rules. This multi-tasking relief may be provided to the one or more agents via reducing an amount of multi-tasking work, inserting breaks into the agent's work flow, and/or directing work items to other resources.
Claims21
A method, comprising:
- determining, by a processor, at least one performance metric associated with one or more multi-tasking agents in a contact center;
- and
- adjusting an amount of multi-tasking work for the one or more multi-tasking agents based on the at least one performance metric.
A non-transitory computer readable medium having stored thereon instructions that, when executed by a processor, perform a method comprising:
- determining, by a processor, at least one performance metric associated with one or more multi-tasking agents in a contact center;
- and
- adjusting an amount of multi-tasking work for the one or more multi-tasking agents based on the at least one performance metric.
A contact center, comprising:
- a memory;
- a processor;
- and
- a work assignment mechanism including:
- a work assignment engine configured to compare attributes of work items in a work pool with attributes of resources in a resource pool and match the work items to resources based on the comparison of attributes;
- and
- a multi-tasking module configured to determine at least one performance metric associated with one or more multi-tasking agents in a contact center;
- and command the work assignment engine to adjust an amount of multi-tasking work for the one or more multi-tasking agents based on the at least one performance metric.
Dependencies are inferred from the claim text.