H - Electricity – 04 – Q
Patent
H - Electricity
04
Q
H04Q 3/64 (2006.01) H04M 3/523 (2006.01) G06Q 10/00 (2006.01)
Patent
CA 2327619
A multi-variable work assignment process is used to assign work items, such as voice calls, e-mails and other communications or tasks, to agents in a call venter. The multi-variable work assignment process determines whether values of a particular variable characterizing the work items fall within a designated range, and if so utilizes at least one additional variable for making the work assignment decision. The work assignment process may also or alternatively consider a weighted combination of multiple variables in making the work assignment decision. Examples of variables which may be used in the multi-variable assignment process include current wait time, service objectives skill preference, skill level, anticipated wait time, predicted wait time, etc. The invention may be implemented in a one-to-many work assignment process which selects one of a set of agents available for handling a particular work item, in a many-to-one work assignment process which selects one of a set of work items for handling by a particular available agent, or in a many-to-many work assignment process in which multiple agents are each considered simultaneously for handling multiple work items.
Flockhart Andrew D.
Foster Robin H.
Kohler Joylee E.
Mathews Eugene P.
Avaya Technology Corp.
Kirby Eades Gale Baker
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