Increasing contact center efficiency via multi-cast and multi-item presentation

摘要

A contact center includes a resource selection module operable to determine and select a plurality of agents based on a work request. The plurality of agents includes agents suitable for the work request. Further, the plurality of agents includes agents having previous work requests in a presenting state. Furthermore, the plurality of agents includes agents working below individual capacity of the agents for simultaneously handling work requests. Further, the plurality of agents is dynamic and may increase in size. The contact center further includes a resource connector module operable to present the work request simultaneously to the plurality of agents. The resource connector module further may subsequently present the work request to newly available suitable agents. The resource connector module further routes the work request to an agent based on actual agent responsiveness.

主权项

1. A computer-implemented method for routing a work request to an agent within a call center, the method comprising:
determining, by a processor, operating capacities of agents within an agent pool; selecting, by the processor, for a received work request, a plurality of agents of the agent pool based on the operating capacities of the agents of the agent pool and a required skill set for the received work request, each of the plurality of agents associated with a respective agent communication device; presenting, by the processor, simultaneously in queues accessible by agent communication devices associated with the plurality of agents, the work request; updating, by the processor, the selection of the plurality of agents after presenting the work request; routing, by the processor, the work request to a select agent communication device associated with an agent from the plurality of agents based on an agent responsiveness time, wherein the agent responsiveness time comprises time duration in which an acceptance of the work request is received from the select agent communication device; redetermining, by the processor, the operating capacity for the agent to whom the work request is sent; and removing, by the processor, any other work orders presented to the queue associated with the agent to whom the work request is sent if the operating capacity for the agent exceeds a threshold.