Method and apparatus for multimedia interaction routing according to agent capacity sets
View Patent ↗A routing software application for predicting a best routing destination from a pool of considered routing destinations for an incoming event into a communications routing system has a detection module for detecting the arrival of the event for routing; at least one instance of an information gathering routine for gathering and compiling information about the considered destinations; at least one reporting module for organizing and reporting the gathered information; and a processing module for computing values from the gathered information and selecting the best routing destination based on isolation of the best computed value. In a preferred embodiment scalar load information per media type and per destination and agent skill information related to at least media skills per type of media per destination is processed by the processing module, which isolates, identifies, and selects at least the best destination for routing.
1. A multimedia transaction routing system, comprising:
a pool of agent destinations for the transaction, each operating more than one type of a plurality of media types included in the multimedia transactions;
a queue per agent destination for each of the separate media types: and
a router;
wherein the system, upon receiving a transaction to be routed, notifies individual ones of the agent destinations, and the agent destinations determine at the time of notification at least the agent activity state and load state of each type of media queue served by the agent destination and return that information to the router, which combines the information utilized simultaneously at agent destinations at a given period of time with agent skill information for each of the media types, by an algorithm into an agent capacity set, and routes the transaction to the agent exhibiting the most appropriate agent capacity set according to the algorithm.
2. The transaction routing system of claim 1 wherein the destinations are agent-operated multimedia workstations.
3. The transaction routing system of claim 1 wherein the transactions to be routed include telephone calls, e-mails, voice mails, file share requests, IP telephony calls, video conference calls, instant message sessions, and chat sessions.
4. The application of claim 1 wherein the load state also includes server loads related to multimedia servers, port loads related to agent-operated communication ports, line loads related to network routing paths leading to agents, and system loads relating to number of applications running and memory-use of those applications on agent-operated systems.
5. A method for routing multimedia transactions in a communication center comprising steps of:
(a) receiving an incoming transaction at a router, the transaction being of a specific media type from a plurality of possible media types;
(b) notifying individual ones of agent destinations, each operating more than one type of a plurality of media types included in the multimedia transactions and providing a queue per agent destination for each of the separate media types,
(c) determining at the time of notification in step (b) at least the agent activity state, agent and the load state of each type of media queue served by the agent destination and return that information to the router;
(d) combining the information with agent skill information at the router by algorithm determining an agent capacity set; and
(e) routing the transaction to the agent exhibiting the most appropriate agent capacity set according to the algorithm.
6. The method of claim 5 wherein the destinations are associated with a pool of agents and the agents are assigned to and operate more than one type of multimedia application for sewing incoming transactions.
7. The method of claim 5 wherein the destinations are agent-operated multimedia workstations.
8. The method of claim 7 wherein the transactions to be routed include telephone calls, e-mails, voice mails, file share requests, IP telephony calls, video conference calls, instant message sessions, and chat sessions.
9. The method of claim 8 wherein in step (d) the agent capacity set includes, system load values, and-agent skill-level values related to each individual media type.