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US 7,925,001 B2Granted
Methods and apparatus for contact center agent selection
AssigneeAvaya Inc.
InventorsJames Lee Knight, Jr., Rodney Allen Thomson, William Vincent McGuire, Kevin J. Mendel, Anita Marie Tarantino
Life of this patent
Estimating the term…
Abstract
A system receives a request for the service. The system selects an agent to deliver the service, based on an evaluation of the agent. In response to the request for service, the system evaluates the service delivered by the agent after the agent has delivered the service, and updates the evaluation of the service of the agent.
Claims21
A method comprising:
- receiving, at a contact center, a request for a service, the request received from a customer;
- assessing at least one attribute associated with the customer requesting the service;
- automatically classifying agents based on attributes including length of service and performance evaluations;
- compiling a plurality of collections of agents based on respective attributes of the agents within the plurality of collections of agents, and based on a requirement of the contact center;
- selecting an agent to deliver the service, based on an evaluation of the agent, including selecting the agent from a collection of agents, the collection of agents included in the plurality of collections of agents;
- evaluating the service delivered by the agent after the agent has delivered the service, in response to the request for service;
- and
- updating the evaluation of the service of the agent.
5 more elements
A computerized device comprising:
- a memory;
- a processor;
- a communications interface;
- an interconnection mechanism coupling the memory, the processor and the communications interface;
- wherein the memory is encoded with an agent selecting application that when executed on the processor causes the processor to perform the operations of:
- receiving, at a contact center, a request for a service, the request received from a customer;
- assessing at least one attribute associated with the customer requesting the service;
- automatically classifying agents based on attributes including length of service and performance evaluations;
- compiling a plurality of collections of agents based on respective attributes of the agents within the plurality of collections of agents, and based on a requirement of the contact center;
- selecting an agent to deliver the service, based on an evaluation of the agent, including selecting the agent from a collection of agents, the collection of agents included in the plurality of collections of agents;
- evaluating the service delivered by the agent after the agent has delivered the service, in response to the request for service;
- and
- updating the evaluation of the service of the agent.
10 more elements
A non-transitory computer readable medium encoded with computer programming logic that when executed on a processor in a computerized device causes the processor to select an agent, the medium comprising:
- instructions for receiving, at a contact center, a request for a service, the request received from a customer;
- instructions for assessing at least one attribute associated with the customer requesting the service;
- instructions for automatically classifying agents based on attributes including length of service and performance evaluations;
- instructions for compiling a plurality of collections of agents based on respective attributes of the agents within the plurality of collections of agents, and based on a requirement of the contact center;
- instructions for selecting an agent to deliver the service, based on an evaluation of the agent, including selecting the agent from a collection of agents, the collection of agents included in the plurality of collections of agents;
- instructions for evaluating the service delivered by the agent after the agent has delivered the service, in response to the request for service;
- and
- instructions for updating the evaluation of the service of the agent.
5 more elements
Dependencies are inferred from the claim text.