发明名称 |
Activities assignment optimization for multi-skill contact center |
摘要 |
A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels. |
申请公布号 |
US9609131(B2) |
申请公布日期 |
2017.03.28 |
申请号 |
US201514875365 |
申请日期 |
2015.10.05 |
申请人 |
Genesys Telecommunications Laboratories, Inc. |
发明人 |
Placiakis Vidas;Ristock Herbert;Korolev Nikolay;te Booij Merijn;Teryoshin Vitaliy |
分类号 |
H04M3/00;H04M3/523;H04M3/51 |
主分类号 |
H04M3/00 |
代理机构 |
Lewis Roca Rothgerber Christie LLP |
代理人 |
Lewis Roca Rothgerber Christie LLP |
主权项 |
1. A system, comprising:
a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
run a simulation of routing a plurality of interactions warranting a first skill, to a first pool of agents and a second pool of agents, wherein the first skill is enabled as a primary skill for the first pool of agents and as a secondary skill for the second pool of agents;predict a contact center performance based on the simulation;adjust the first or second pool of agents based on the predicted contact center performance;identify an interaction warranting the first skill;determine how many agents in the second pool of agents are employing the first skill; andin response to the determining, block the interaction from being routed to an agent in the second pool of agents; and a switch coupled to the processor and configured to route the interaction to an available agent in the first and second pool of agents other than the blocked agent. |
地址 |
Daly City CA US |