Contact center autopilot architecture
View Patent ↗An apparatus is provided for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor. The apparatus includes an autopilot adapted to form a plurality of proposed alternative fractional call assignments among the plurality of call types for an agent of the automatic call distributor, a performance predictor adapted to calculate a service parameter for each of the plurality of call types for each of the formed alternate agent call assignments and a comparator adapted to automatically select an agent assignment of the plurality of formed alternative agent assignments based upon the calculated service parameter.
1. An apparatus for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor, such apparatus comprising:
an autopilot engine adapted to form a plurality of proposed alternative fractional call assignment responsibilities among the plurality of call types for an agent of the automatic call distributor;
a performance predictor adapted to calculate a service parameter or parameters for each of the plurality of call types for each of the formed alternate agent call assignment responsibilities; and
a comparator adapted to automatically select an agent assignment responsibility from the plurality of formed alternative agent assignment responsibilities based upon the calculated service parameter or parameters.
2. The apparatus for reallocating agent responsibilities as in claim 1 wherein the autopilot engine further comprises a resources processor adapted to identifying a call type of the plurality of call types with a largest relative deficiency of agents allocated to servicing the call type.
3. The apparatus for reallocating agent responsibilities as in claim 2 wherein the autopilot engine further comprises the resources processor adapted to identify a call type of the plurality of call types with a largest relative number of excess agents allocated to servicing the call type.
4. The apparatus for reallocating agent responsibilities as in claim 3 wherein the autopilot further comprises an allocation controller adapted to transfer at least some agent time from agent clusters or agents associated with a call type with excess capacity in full time equivalent agents to agent clusters or agents of the call type with deficient capacity in full time equivalent agents.
5. The apparatus for reallocating agent responsibilities as in claim 1 wherein the autopilot further comprises a matrix generator adapted to form a plurality of alternative target occupancy matrices.
6. The apparatus for reallocating agent responsibilities as in claim 1 wherein the performance predictor is further adapted to calculate one or several service parameters from the group including service level, average speed of answer, abandonment and others for each call type based upon each of the plurality of alternative target occupancy matrices.
7. The apparatus for reallocating agent responsibilities as in claim 6 wherein the performance predictor further comprises a database or interfaces to a database adapted to retrieve historical call-handling data for the contact center, including but not limited to data for the agents and the call types.
8. The apparatus for reallocating agent responsibilities as in claim 1 further comprising a load forecaster forecasting an expected call load.
9. An apparatus for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor, such apparatus comprising:
means for forming a plurality of proposed alternative fractional call assignment responsibilities among the plurality of call types for an agent of the automatic call distributor;
means for calculating one or several service parameters for each of the plurality of call types for each of the formed alternate agent call assignments; and
means for automatically selecting an assignment of responsibilities of agents among the plurality of formed alternative agent assignments based upon a comparison of the calculated service parameter (or service parameters) with a desired service parameter (or service parameters).
10. The apparatus for reallocating agent responsibilities as in claim 9 wherein the service parameter further comprises a service level.
11. The apparatus for reallocating agent responsibilities as in claim 10 wherein the service parameter further comprises an average speed of answer.
12. The apparatus for reallocating agent responsibilities as in claim 10 wherein the service parameter further comprises an abandonment rate.
13. The apparatus for reallocating agent responsibilities as in claim 10 wherein the service parameter further comprises a combination of service level, average speed of answer, abandonment rate and other service parameters.
14. The apparatus for reallocating agent responsibilities as in claim 9 further comprising means for identifying a call type of the plurality of call types with a large relative deficiency of agents allocated to servicing the call type.
15. The apparatus for reallocating agent responsibilities as in claim 14 further comprising means for identifying a call type of the plurality of call types with a large relative number of excess agents allocated to servicing the call type.
16. The apparatus for reallocating agent responsibilities as in claim 15 wherein the means for forming a plurality of alternative fractional call assignments further comprises means for transferring at least some time of agents, or clusters of agents, from call types with large relative excess capacity to agents, or clusters of agents, with deficient capacity.
17. The apparatus for reallocating agent responsibilities as in claim 9 wherein the means for forming a plurality of alternative fractional agent assignments further comprises means for forming a plurality of alternative target occupancy matrices.
18. The apparatus for reallocating agent responsibilities as in claim 17 wherein the means for calculating the service parameter further comprises means for calculating a service level for each call type based upon each of the plurality of alternative target occupancy matrices.
19. The apparatus for reallocating agent responsibilities as in claim 18 wherein the means for calculating a service parameter for each call type further comprises means for retrieving historical call-handling data for the contact center, including data for the agents and the call types.
20. The apparatus for reallocating agent responsibilities as in claim 19 wherein the means for calculating the service parameter further comprises means for predicting a call arrival rate for each call type of the plurality of call types based upon historical data.