OPTIMIZATION IN WORKFORCE MANAGMENT USING WORK ASSIGNMENT ENGINE DATA

摘要

Contact centers strive to match the demands and preferences of their customers with the skills and abilities of the agents who process work items associated with the customers (e.g., contacts). However, the preferred agent may be unavailable, non-existent, backlogged or otherwise ineligible to accept the work item. An agent who is non-preferred but still qualified may be utilized to process the work item, such as an agent with adequate skills with respect to a particular attribute of the work item. Reports for the selection of the non-preferred but qualified agents are provided herein. A contact center may then utilize such reporting to identify underserved areas of their customer base.

主权项

1. A method, comprising:
receiving a work item representing a contact with a contact center; determining an attribute of the work item; executing a work assignment engine operable to route the work item to an agent of the contact center for processing; based on the execution of the work assignment engine, identifying a preferred agent and a qualified but non-preferred agent, each being an agent of the contact center; routing the work item to the qualified but non-preferred agent; and reporting the fact that the preferred agent did not have the work item routed thereto.