Activities assignment optimization for multi-skill contact center
AssigneeGenesys Telecommunications 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:
- run a simulation of routing a plurality of interactions warranting a first skill, to a first pool of agents and a second pool of agents, wherein the first skill is enabled as a primary skill for the first pool of agents and as a secondary skill for the second pool of agents;
- predict a contact center performance based on the simulation;
- adjust the first or second pool of agents based on the predicted contact center performance;
- identify an interaction warranting the first skill;
- determine how many agents in the second pool of agents are employing the first skill;
- and
- in response to the determining, block the interaction from being routed to an agent in the second pool of agents;
- and
- a switch coupled to the processor and configured to route the interaction to an available agent in the first and second pool of agents other than the blocked agent.
A method, comprising:
- running, by a processor, a simulation of routing a plurality of interactions warranting a first skill, to a first pool of agents and a second pool of agents, wherein the first skill is enabled as a primary skill for the first pool of agents and as a secondary skill for the second pool of agents;
- predicting, by the processor, a contact center performance based on the simulation;
- adjusting, by the processor, the first or second pool of agents based on the predicted contact center performance;
- identifying, by the processor, an interaction warranting the first skill;
- determining, by the processor, how many agents in the second pool of agents are employing the first skill;
- in response to the determining, blocking, by the processor, the interaction from being routed to an agent in the second pool of agents;
- and
- routing, by a switch coupled to the processor, the interaction to an available agent in the first and second pool of agents other than the blocked agent.
Dependencies are inferred from the claim text.