Intelligent overload control for contact center

摘要

Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped.

主权项

1. A method comprising:
determining the existence of an overload condition at a contact center, the overload condition defined by at least one of:
a maximum number of contacts connecting to the contact center, a network condition,a service level agreement (SLA),a performance metric based on resource utilization and delay analysis, past history of contact attempts during certain times of day, anda projected high revenue time period, the projected high revenue time period associated with a scheduled marketing campaign; activating a contact metric determiner in response to the determining the existence of an overload condition; determining, by the contact metric determiner, a contact evaluation metric for a specific contact connected to the contact center to distinguish the specific contact connected to the contact center from other contacts connected to the contact center, wherein the specific contact is distinguished based on an objective business value relative to the other contacts connected to the contact center, the objective business value being potential revenue impact of the specific contact, a criticality of the specific contact, and customer satisfaction of the specific contact; and determining an action to perform for the contact based on the contact evaluation metric, the action being performed based on the overload condition existing.