COLLECTIVE DYNAMICS

摘要

Many factors can affect the operation of a contact center, especially contact centers utilizing human agents. An agent's health may be utilized as a predictor of performance with respect to a particular task. Having sensors to gather health data are provided. The data may then be aggregated into a long-term health trend, which may be determined to indicate that a change in an agent's performance is likely and may allow the contact center to reallocate tasks and/or other resources to accommodate the change in performance to mitigate the effect of the change in the agent's health. Work tasks are then routed to agents accordingly.

主权项

1. A system comprising:
a network interface configured to receive a long-term health trend of an agent in a work pool; a processor to determine an impact of the long-term health trend on a performance objective of the contact center and select a mitigation strategy to mitigate the long-term health trend on the performance objective; an assignment module configured to assign a work task to a portion of the work pool in accord with the mitigation strategy; and a switch configured to route the assigned work task to at least one agent of the portion of the work pool.