Method and system for optimizing performance within a contact center
AssigneeAvaya Inc.
InventorsShmuel Shaffer, Tony McCormack
Life of this patent
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Abstract
A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.
Claims22
A method to improve a performance within a contact center, the method comprising:
- monitoring, by a processor, a plurality of key performance indicators corresponding to the contact center;
- determining a weighted sum of the plurality of key performance indicators based on a weight assigned to the plurality of key performance indicators;
- and
- modifying automatically one or more parameters within the contact center, within a predetermined range of the respective one or more parameters, to improve the weighted sum of the plurality of key performance indicators, wherein the one or more parameters is modified when the weighted sum of the key performance indicators crosses beyond a threshold level.
A system to improve a performance within a contact center, the system comprising:
- a processor;
- a memory coupled to the processor, the memory configured to store:
- a database comprising at least one of 11 input variables, a threshold value of a respective one of a plurality of key performance indicators, and information corresponding to one or more parameters in the contact center;
- one or more instructions executable by the processor to determine a weighted sum of key performance indicators by assigning weight to a respective each of a plurality of key performance indicators;
- and
- one or more instructions to modify automatically at least one of the parameters within the contact center, within a predetermined range of the respective one or more parameters, to improve of the weighted sum of the key performance indicators when the weighted sum of the key performance indicators crosses beyond the threshold value.
A system to improve a performance within a contact center, the system comprising:
- a multi-variable module configured to monitor a plurality of key performance indicators corresponding to a respective queue, the respective queue having one or more agents associated thereto;
- a weight calculating module configured to determine a weighted sum of the key performance indicators based on a weight assigned to one or more of the monitored plurality of key performance indicators;
- and
- an optimization module configured to modify automatically one or more of the parameters within the contact center, within a predetermined range of the respective one or more parameters, to improve the weighted sum of the key performance indicators when the weighted sum of the key performance indicators crosses beyond a threshold value.
Dependencies are inferred from the claim text.