Contact center autopilot algorithms
AssigneeRockwell Electronic Commerce Technologies, LLC
InventorsOle J. Mengshoel, Ken Fertig, Sudhakar Reddy
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Abstract
A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.
Claims50
A method of dynamically reassigning agent responsibility among call types in a call distribution system having a plurality of agents assigned to a plurality of call types, such method comprising the steps of:
- detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter;
- creating a plurality of alternative agent allocation scenarios based upon a search process;
- and
- determining an agent allocation among the plurality of call types best suited to correct the deficiency from among the created plurality of alternative agent allocation scenarios.
The method of dynamically reassigning agent responsibility among call types as in claim lwherein the step of determining an agent allocation best suited to correct the deficiency further comprises identifying an agent allocation scenario providing a largest relative number of calls handled per time period.
An apparatus for dynamically reassigning agent responsibility among call types in a call distribution system having a plurality of agents assigned to a plurality of call types, such apparatus comprising:
- means for detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter;
- means for creating a plurality of alternative agent allocation scenarios based upon a search process;
- and
- means for determining an agent allocation among the plurality of call types best suited to correct the deficiency from among the plurality of alternative agent allocation scenarios provided by the means for creating.
An apparatus for dynamically reassigning agent responsibility among call types in a call distribution system having a plurality of agents assigned to a plurality of call types, such apparatus comprising:
- a statistics processor adapted to detect a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter;
- a matrix generator adapted to create a plurality of alternative agent allocation scenarios based upon a search process;
- and
- an autopilot for determining an agent allocation among the plurality of call types best suited to correct the deficiency from the plurality of alternative agent allocation scenarios provided by the matrix generator.
Dependencies are inferred from the claim text.