AUTOMATIC CONTACT CENTER EXPANSION AND CONTRACTION

摘要

A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

主权项

1. A contact center, comprising:
a processor; and a computer-readable medium coupled with the processor, the computer-readable medium comprising instructions that are executable by the processor, the instructions comprising:
a scaling mechanism which causes the processor to automatically determine a level of activity associated with the contact center at one or more time periods based at least partially on activity data provided by one or more information sources communicatively connected to the contact center, wherein the activity data comprises key information comprising data corresponding to a generation of keys for interactions between customer communication devices and resources of the contact center, wherein the scaling mechanism further causes the processor to determine whether the level of activity matches at least one scaling trigger for scaling the contact center and to automatically scale the contact center by adjusting a configuration of a group of provisioned resources associated with the contact center when the level of activity matches the at least one scaling trigger.