CA2327619A1 - Methods and apparatus for multi-variable work assignment in a call center - Google Patents

Methods and apparatus for multi-variable work assignment in a call center Download PDF

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Publication number
CA2327619A1
CA2327619A1 CA002327619A CA2327619A CA2327619A1 CA 2327619 A1 CA2327619 A1 CA 2327619A1 CA 002327619 A CA002327619 A CA 002327619A CA 2327619 A CA2327619 A CA 2327619A CA 2327619 A1 CA2327619 A1 CA 2327619A1
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CA
Canada
Prior art keywords
work
assignment process
work assignment
variable
many
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Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
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CA002327619A
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French (fr)
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CA2327619C (en
Inventor
Andrew D. Flockhart
Joylee E. Kohler
Robin H. Foster
Eugene P. Mathews
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Avaya Technology LLC
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Individual
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Publication of CA2327619A1 publication Critical patent/CA2327619A1/en
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Publication of CA2327619C publication Critical patent/CA2327619C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232Call distribution algorithms
    • H04M3/5233Operator skill based call distribution
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232Call distribution algorithms
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Abstract

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.
CA002327619A 2000-01-18 2000-12-05 Methods and apparatus for multi-variable work assignment in a call center Expired - Fee Related CA2327619C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/484,099 US6661889B1 (en) 2000-01-18 2000-01-18 Methods and apparatus for multi-variable work assignment in a call center
US09/484,099 2000-01-18

Publications (2)

Publication Number Publication Date
CA2327619A1 true CA2327619A1 (en) 2001-07-18
CA2327619C CA2327619C (en) 2006-07-18

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
CA002327619A Expired - Fee Related CA2327619C (en) 2000-01-18 2000-12-05 Methods and apparatus for multi-variable work assignment in a call center

Country Status (4)

Country Link
US (1) US6661889B1 (en)
EP (1) EP1119170A3 (en)
JP (1) JP2001292236A (en)
CA (1) CA2327619C (en)

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Also Published As

Publication number Publication date
EP1119170A3 (en) 2003-12-17
US6661889B1 (en) 2003-12-09
JP2001292236A (en) 2001-10-19
EP1119170A2 (en) 2001-07-25
CA2327619C (en) 2006-07-18

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