Queueing communications for a contact center
View Patent ↗Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication from a plurality of treatments supported by the contact center. Here, each treatment includes a set of sub-queues and is applicable to a reason and/or opportunity for conducting a communication with a party. Each sub-queue includes a value range and a plurality of agents assigned to handle communications placed in the sub-queue. Accordingly, in particular embodiments, a communication value is determined for the communication based on a computation specific to the selected treatment and a sub-queue is selected from the set of sub-queues based on the communication value falling within the value range for the sub-queue. The communication is then placed in the selected sub-queue so that it can be connected to an agent assigned to handle communications placed in the sub-queue.
1. A method for routing a communication in a contact center comprising:
(1) deriving a communication value distribution from communication values for a set of communications that was applied a treatment, in which the treatment (a) is applicable to at least one of a reason and an opportunity for conducting a communication with a remote party and (b) comprises an ordered set of sub-queues made up of a highest value sub-queue, a lowest value sub-queue, a next-to-lowest value sub-queue, and one or more intermediate value sub-queues that lie between the highest value sub-queue and the next-to-lowest value sub-queue;
(2) interpolating a target percentage of communication volume to be handled for each of the intermediate value sub-queues by a computer processor based on a first target percentage of communication volume to be handled assigned to the highest value sub-queue and a second target percentage of communication volume to be handled assigned to the next-to-lowest value sub-queue;
(3) deriving a value range for the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and each intermediate value sub-queue by the computer processor based on the communication value distribution, the first target percentage of communication volume to be handled assigned to the highest value sub-queue, the second target percentage of communication volume to be handled assigned to the next-to-lowest value sub-queue, and the target percentage of communication volume to be handled for each of the intermediate value sub-queues;
(4) assigning a number of agents to each of the intermediate value sub-queues by the computer processor from a pool of agents allocated to the treatment to handle communications placed in each of the intermediate value sub-queues, the number of agents assigned to each of the intermediate value sub-queues is based on the target percentage of communication volume to be handled assigned to the intermediate value sub-queue and a service level requirement identifying a level of service that is to be maintained by the number of agents assigned to the intermediate value sub-queue;
(5) after assigning the number of agents to each of the intermediate value sub-queues, determining by the computer processor whether a remaining number of agents from the pool of agents allocated to the treatment is greater than or equal to a minimum number of agents required to be assigned to the next-to-lowest value sub-queue to maintain a level of service identified by a service level requirement assigned to the next-to-lowest value sub-queue;
(6) assigning the remaining number of agents to the next-to-lowest value sub-queue by the computer processor in response to the remaining number of agents being greater than or equal to the minimum number of agents required to be assigned to the next-to-lowest value sub-queue; and
(7) subtracting one of the intermediate value sub-queues from the treatment and repeating steps (2) through (7) in response to the remaining number of agents not being greater than or equal to the minimum number of agents required to be assigned to the next-to-lowest value sub-queue, wherein the communication is placed in at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues and connected to an agent assigned to the at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues based on a communication value determined for the communication falling within the value range derived for the at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues.
2. The method of claim 1 further comprising adjusting the target percentage of communication volume to be handled for at least one of the intermediate value sub-queues by the computer processor to achieve a secondary objective with respect to communications that are to be applied the treatment.
3. The method of claim 2 , wherein the secondary objective comprises at least one of minimizing an abandonment rate for the communications that are to be applied the treatment and maximizing a value capture rate for the communications that are to be applied the treatment.
4. The method of claim 1 further comprising interpolating the service level requirement for each of the intermediate value sub-queues by the computer processor based on a service level requirement assigned to the highest value sub-queue and the service level requirement assigned to the next-to-lowest value sub-queue.
5. The method of claim 1 , wherein a set number of agents are assigned from the pool of agents allocated to the treatment to the lowest value sub-queue.
6. The method of claim 1 further comprising:
estimating a communication arrival rate for each of the intermediate value sub-queues based on the value range derived for the intermediate value sub-queue and arrival rates of a portion of communications found in the communication value distribution;
estimating an agent availability rate for each of the intermediate value sub-queues; and
deriving the number of agents to assign to each of the intermediate value sub-queues based on the estimated communication arrival rate for the intermediate value sub-queue, the estimated agent availability rate for the intermediate value sub-queue, the target percentage of communication volume to be handled by the intermediate value sub-queue, and the service level requirement to be maintained by the number of agents assigned to the intermediate value sub-queue.
7. A non-transitory, computer-readable medium comprising computer-executable instructions for routing a communication in a contact center being applied a treatment that is applicable to at least one of a reason and an opportunity for conducting a communication with a remote party, that when executed, cause at least one computer processor to:
(1) interpolate a target percentage of communication volume to be handled for each of one or more intermediate value sub-queues based on a first target percentage of communication volume to be handled assigned to a highest value sub-queue and a second target percentage of communication volume to be handled assigned to a next-to-lowest value sub-queue, in which the treatment comprises an ordered set of sub-queues made up of the highest value sub-queue, a lowest value sub-queue, the next-to-lowest value sub-queue, and the one or more intermediate value sub-queues that lie between the highest value sub-queue and the next-to-lowest value sub-queue;
(2) derive a value range for the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and each intermediate value sub-queue based on a communication value distribution derived from communication values for a set of communications that was applied the treatment, the first target percentage of communication volume to be handled assigned to the highest value sub-queue, the second target percentage of communication volume to be handled assigned to the next-to-lowest value sub-queue, and the target percentage of communication volume to be handled for each of the intermediate value sub-queues;
(3) assign a number of agents to each of the intermediate value sub-queues from a pool of agents allocated to the treatment to handle communications placed in each of the intermediate value sub-queues, the number of agents assigned to each of the intermediate value sub-queues is based on the target percentage of communication volume to be handled assigned to the intermediate value sub-queue and a service level requirement identifying a level of service that is to be maintained by the number of agents assigned to the intermediate value sub-queue;
(4) after assigning the number of agents to each of the intermediate value sub-queues, determine whether a remaining number of agents from the pool of agents allocated to the treatment is greater than or equal to a minimum number of agents required to be assigned to the next-to-lowest value sub-queue to maintain a level of service identified by a service level requirement assigned to the next-to-lowest value sub-queue;
(5) assign the remaining number of agents to the next-to-lowest value sub-queue in response to the remaining number of agents being greater than or equal to the minimum number of agents required to be assigned to the next-to-lowest value sub-queue; and
(6) subtract one of the intermediate value sub-queues from the treatment and repeat operations (1) through (6) in response to the remaining number of agents not being greater than or equal to the minimum number of agents required to be assigned to the next-to-lowest value sub-queue, wherein the communication is placed in at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues and connected to an agent assigned to the at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues based on a communication value determined for the communication falling within the value range derived for the at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues.
8. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions further cause the at least one computer processor to adjust the target percentage of communication volume to be handled for at least one of the intermediate value sub-queues to achieve a secondary objective with respect to communications that are to be applied the treatment.
9. The non-transitory, computer-readable medium of claim 8 , wherein the secondary objective comprises at least one of minimizing an abandonment rate for the communications that are to be applied the treatment and maximizing a value capture rate for the communications that are to be applied the treatment.
10. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions further cause the at least one computer processor to interpolate the service level requirement for each of the intermediate value sub-queues based on a service level requirement assigned to the highest value sub-queue and the service level requirement assigned to the next-to-lowest value sub-queue.
11. The non-transitory, computer-readable medium of claim 7 , wherein a set number of agents are assigned from the pool of agents allocated to the treatment to the lowest value sub-queue.
12. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions further cause the at least one computer processor to:
estimate a communication arrival rate for each of the intermediate value sub-queues based on the value range derived for the intermediate value sub-queue and arrival rates of a portion of communications found in the communication value distribution;
estimate an agent availability rate for each of the intermediate value sub-queues; and
derive the number of agents to assign to each of the intermediate value sub-queues based on the estimated communication arrival rate for the intermediate value sub-queue, the estimated agent availability rate for the intermediate value sub-queue, the target percentage of communication volume to be handled by the intermediate value sub-queue, and the service level requirement to be maintained by the number of agents assigned to the intermediate value sub-queue.
13. A system for routing a communication in a contact center being applied a treatment that is applicable to at least one of a reason and an opportunity for conducting a communication with a remote party, the system comprising:
at least one computer processor configured to:
(1) interpolate a target percentage of communication volume to be handled for each of one or more intermediate value sub-queues based on a first target percentage of communication volume to be handled assigned to a highest value sub-queue and a second target percentage of communication volume to be handled assigned to a next-to-lowest value sub-queue, in which the treatment comprises an ordered set of sub-queues made up of the highest value sub-queue, a lowest value sub-queue, the next-to-lowest value sub-queue, and the one or more intermediate value sub-queues that lie between the highest value sub-queue and the next-to-lowest value sub-queue;
(2) derive a value range for the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and each intermediate value sub-queue based on a communication value distribution derived from communication values for a set of communications that was applied the treatment, the first target percentage of communication volume to be handled assigned to the highest value sub-queue, the second target percentage of communication volume to be handled assigned to the next-to-lowest value sub-queue, and the target percentage of communication volume to be handled for each of the intermediate value sub-queues;
(3) assign a number of agents to each of the intermediate value sub-queues from a pool of agents allocated to the treatment to handle communications placed in each of the intermediate value sub-queues, the number of agents assigned to each of the intermediate value sub-queues is based on the target percentage of communication volume to be handled assigned to the intermediate value sub-queue and a service level requirement identifying a level of service that is to be maintained by the number of agents assigned to the intermediate value sub-queue;
(4) after assigning the number of agents to each of the intermediate value sub-queues, determine whether a remaining number of agents from the pool of agents allocated to the treatment is greater than or equal to a minimum number of agents required to be assigned to the next-to-lowest value sub-queue to maintain a level of service identified by a service level requirement assigned to the next-to-lowest value sub-queue;
(5) assign the remaining number of agents to the next-to-lowest value sub-queue in response to the remaining number of agents being greater than or equal to the minimum number of agents required to be assigned to the next-to-lowest value sub-queue; and
(6) subtract one of the intermediate value sub-queues from the treatment and repeat operations (1) through (6) in response to the remaining number of agents not being greater than or equal to the minimum number of agents required to be assigned to the next-to-lowest value sub-queue, wherein the communication is placed in at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues and connected to an agent assigned to the at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues based on a communication value determined for the communication falling within the value range derived for the at least one of the highest value sub-queue, the lowest value sub-queue, the next-to-lowest value sub-queue, and the intermediate value sub-queues.
14. The system of claim 13 , wherein the at least one computer processor is further configured to adjust the target percentage of communication volume to be handled for at least one of the intermediate value sub-queues to achieve a secondary objective with respect to communications that are to be applied the treatment.
15. The system of claim 14 , wherein the secondary objective comprises at least one of minimizing an abandonment rate for the communications that are to be applied the treatment and maximizing a value capture rate for the communications that are to be applied the treatment.
16. The system of claim 13 , wherein the at least one computer processor is further configured to interpolate the service level requirement for each of the intermediate value sub-queues based on a service level requirement assigned to the highest value sub-queue and the service level requirement assigned to the next-to-lowest value sub-queue.
17. The system of claim 13 , wherein a set number of agents are assigned from the pool of agents allocated to the treatment to the lowest value sub-queue.
18. The system of claim 13 , wherein the at least one computer processor is further configured to:
estimate a communication arrival rate for each of the intermediate value sub-queues based on the value range derived for the intermediate value sub-queue and arrival rates of a portion of communications found in the communication value distribution;
estimate an agent availability rate for each of the intermediate value sub-queues; and
derive the number of agents to assign to each of the intermediate value sub-queues based on the estimated communication arrival rate for the intermediate value sub-queue, the estimated agent availability rate for the intermediate value sub-queue, the target percentage of communication volume to be handled by the intermediate value sub-queue, and the service level requirement to be maintained by the number of agents assigned to the intermediate value sub-queue.