Contact center sizing and broadcasting based on probabilities
AssigneeCisco Technology, Inc.
InventorsKenneth Jordan, Khaled A. Gouda, Soufiane Houri
Life of this patent
Estimating the term…
Abstract
A contact center or enterprise communication system is provided. The system includes a first contact associated with a first task offer; one or more resources operable to accept the first task offer; and a contact center or enterprise communication system operable to determine a broadcast group of the one or more resources as a function of an acceptance factor for one or more of the resources.
Claims20
Logic encoded in one or more non-transitory tangible media for execution and when executed operable to:
- receive a first customer service request,
- generate a task offer for the first customer service request automatically based on a task for the first customer service request, such that the task offer is operable to be accepted, denied, or ignored by one or more agents,
- calculate one or more acceptance factors for the one or more agents based on traffic intensity;
- and
- determine a minimum set of the one or more agents as a function of the one or more acceptance factors of the one or more agents, wherein the one or more acceptance factors indicate one or more probabilities that the task offer will be accepted or attempted to be accepted by the one or more agents,
- wherein the one or more acceptance factors is a plurality of acceptance factors (p), and a minimum set of one or more resources (m) support a contact center to achieve a service level goal (m′) according to an equation m′=m/p.
Logic encoded in one or more non-transitory tangible media for execution and when executed operable to:
- receive a first customer service request;
- generate a first task offer for the first customer service request;
- calculate one or more acceptance factors for one or more agents based on traffic intensity;
- and
- determine a minimum set of the one or more agents as a function of the one or more acceptance factors of the one or more agents, wherein the one or more acceptance factors indicate one or more probabilities that the first task offer will be accepted or attempted to be accepted by the one or more agents.
A computer-implemented method, comprising:
- receiving at a processor, a first customer service request,
- generating at the processor, a first task offer for the first customer service request based on a task for the first customer service request;
- calculating at the processor, one or more acceptance factors for the one or more agents based on traffic intensity;
- and
- determining at the processor, a minimum set of the one or more agents as a function of the one or more acceptance factors,
- wherein the one or more acceptance factors is a plurality of acceptance factors (p),
- and wherein a minimum set of one or more resources (m) support a contact center to achieve a service level goal (m′) according to the equation m′=m/p.
Dependencies are inferred from the claim text.