Automatic dynamic changing of agents' call handling assignments

Details Automatic dynamic changing of agents' call handling assignments Automatic dynamic changing of agents' call handling assignments

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/523 (2006.01) H04Q 3/00 (2006.01)

Patent

CA 2226093

An agent vector (150) monitors (402, 404) selected performance parameters of a call center (FIG. 1 ) -- such as service times, in-queue times, call volumes, call abandonment rates, benefits derived from having different agents handle calls requiring different skills, proportions of work spent by agents on handling calls requiring different skills, etc. -- and automatically adjusts (412-422) agents' call-handling assignments -- for example, by changing the skills to which an agent is assigned (logged into) or by changing the relative priorities (levels of expertise) of the agent's skills -- in order to optimize (406) a predefined objective. The objective is a selected performance characteristic of the call center -- forexample, the total benefit (B) to the call center of individual ones of the agents (a) handling calls requiring individual agent skills (s).

Un vecteur agent (150) contrôle (402, 404) des paramètres de performance sélectionnés d'un centre téléphonique (FIG. 1) -- p. ex. durée du service, temps d'attente, volumes d'appel, taux d'appels abandonnés, avantages associés à l'affectation d'agents différents au traitement d'appels exigeant des aptitudes différentes, proportions des tâches des agents consistant à traiter des appels exigeant des aptitudes différentes, etc. -- et adaptation automatique (412-422) des affectations des agents relatives au traitement des appels -- p. ex., en changeant les aptitudes associées à l'affectation d'un agent ou les priorités relatives (niveau d'expertise) de ces aptitudes -- afin d'optimiser (406) un objectif prédéfini. L'objectif consiste en une caractéristique de performance sélectionnée du centre téléphonique -- p. ex. les avantages globaux (B) qu'offrent au centre téléphonique certains des agents (a) chargés de traiter les appels exigeant des aptitudes individuelles (s).

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