Activities assignment optimization for multi-skill contact center
AssigneeGenesys Telecommunication Laboratories, Inc.
InventorsVidas Placiakis, Herbert Ristock, Nikolay Korolev, Merijn te Booij, Vitaliy Teryoshin
Life of this patent
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Abstract
A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
Claims18
A system, comprising:
- a processor;
- and
- a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
- select a first number of agents, from an available group of agents associated with a first skill, the first number of agents being fewer than all agents in the available group of agents;
- run a first simulation, based on a routing strategy, of routing a plurality of interactions warranting the first skill;
- determine a first contact center performance level based on the first simulation;
- select a second number of agents, from the available group of agents associated with the first skill, the second number of agents being fewer than all agents in the available group of agents;
- run a second simulation, based on the routing strategy, of routing the interactions warranting the first skill;
- determine a second contact center performance level based on the second simulation;
- compare the first contact center performance level and the second contact center performance level;
- select the first number agents or the second number of agents based on the comparing;
- and
- enable the selected number of agents for handling real interactions warranting the first skill.
A method, comprising:
- selecting a first number of agents, from an available group of agents associated with a first skill, the first number of agents being fewer than all agents in the available group of agents;
- running a first simulation, based on a routing strategy, of routing a plurality of interactions warranting the first skill;
- determining a first contact center performance level based on the first simulation;
- selecting a second number of agents, from the available group of agents associated with the first skill, the second number of agents being fewer than all agents in the available group of agents;
- running a second simulation, based on the routing strategy, of routing the interactions warranting the first skill;
- determining a second contact center performance level based on the second simulation;
- comparing the first contact center performance level and the second contact center performance level;
- selecting the first number agents or the second number of agents based on the comparing;
- and
- enabling the selected number of agents for handling real interactions warranting the first skill.
Dependencies are inferred from the claim text.