Semantic contact center management
View Patent ↗A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.
1. A method of managing a contact center having a plurality of agents, the method comprising the steps of:
maintaining a virtual representation of the agents of the contact center in which agents are represented as resources connected to one another based on shared properties;
representing a contact as a resource having properties which enable it to be connected to one or more agents, whereby said contact can be entered in said virtual representation;
wherein said contact is represented within said representation as being connected directly to at least a first agent based on a first set of shared properties between said contact and first said agent, and said contact is represented within said representation as being connected indirectly to at least a second agent based on a second set of shared properties between said first and second agents, said second set of shared properties including properties not forming part of said first set of properties;
assigning said contact to an agent based on the degree of connectedness between the contact and agents connected directly or indirectly to the contact calculated as a function of at least one of the number and strength of said first and second sets of shared properties and on the availability of said agents to service the contact;
analyzing the virtual representation to identify conditions where the number of connections to a given resource exceed a threshold, and
automatically modifying one or more resources connected to said given resource to thereby influence the connections to said given resource.
2. A method of managing a contact center as claimed in claim 1 , wherein said agents are represented in said virtual representation as resources whose shared properties include shared skills and wherein said properties of said contact also include skills, thereby enabling the contact to be entered in said virtual representation by creating connections with agents having skills matching those specified for the contact.
3. A method of managing a contact center as claimed in claim 1 , wherein the degree of connectedness between the contact and agents is determined as a function of the number of connections between the contact and said agents.
4. A method of managing a contact center as claimed in claim 1 , wherein the degree of connectedness between the contact and agents is determined as a function of the strength of connections between the contact and said agents where each connection has an assigned weight.
5. A method of managing a contact center as claimed in claim 1 , further comprising the step of presenting a visual representation of said virtual representation to enable at least one of human visualisation and interaction with the virtual representation.
6. A method of managing a contact center as claimed in claim 1 , wherein said connections between agent resources and said contact resource are dynamically and automatically updated based on the current properties of said resources.
7. A method of managing a contact center as claimed in claim 1 , wherein said agent and contact resources and properties conform to the Resource Description Framework.
8. A method of managing a contact center as claimed in claim 1 , wherein said agent resource properties are selected from one or more of: skills, languages, location, prior transfers to or from other agents, and prior contacts with customers.
9. A method of managing a contact center as claimed in claim 1 , wherein said contact resource properties are selected from one or more of: skills, languages, location, prior contacts with agents, and customer identity.
10. A contact center management system comprising:
an agent memory area storing a set of resources representing the agents of the contact center and properties thereof;
a contact memory area storing a resource representing a contact having properties enabling connections to be made to agent resources;
a processor operable to dynamically maintain a virtual representation of said agent resources in which said agents resources are connected to one another based on shared properties;
said processor further being operable to add said contact resource to said virtual representation and connect said contact resource to one or more agents based on the properties of the contact resource and the agent resources;
wherein said contact is represented within said representation as being connected directly to at least a first agent based on a first set of shared properties between said contact and first said agent, and said contact is represented within said representation as being connected indirectly to at least a second agent based on a second set of shared properties between said first and second agents, said second set of shared properties including properties not forming part of said first set of properties;
said processor assigning said contact to an agent based on the degree of connectedness between the contact and agents connected directly or indirectly to the contact calculated as a function of at least one of the number and strength of said first and second sets of shared properties and on the availability of said agents to service the contact; and
said processor analyzing the virtual representation to identify conditions where the number of connections to a given resource exceed a threshold, and
automatically modifying one or more resources connected to said given resource to thereby influence the connections to said given resource.
11. A non-transitory machine-readable medium comprising machine-readable instructions which when executed in a contact center management system are effective to cause said system to:
maintain a virtual representation of agents of the contact center in which agents are represented as resources connected to one another based on shared properties;
represent a contact as a resource having properties which enable it to be connected to one or more agents, whereby said contact can be entered in said virtual representation;
wherein said contact is represented within said representation as being connected directly to at least a first agent based on a first set of shared properties between said contact and first said agent, and said contact is represented within said representation as being connected indirectly to at least a second agent based on a second set of shared properties between said first and second agents, said second set of shared properties including properties not forming part of said first set of properties;
assign said contact to an agent based on the degree of connectedness between the contact and agents connected directly or indirectly to the contact calculated as a function of at least one of the number and strength of said first and second sets of shared properties and on the availability of said agents to service the contact;
analyzing the virtual representation to identify conditions where the number of connections to a given resource exceed a threshold, and
automatically modifying one or more resources connected to said given resource to thereby influence the connections to said given resource.