WORK ASSIGNMENT INTEGRATION
Contact centers often simultaneously utilize two or more entities for making routing decisions to match a caller with an agent. The entities utilize discrete methodologies, such as algorithmic versus artificial intelligence (AI) based decision making. Algorithmic decision-making components provide robustness and ensuring the very best match, of all possible matches, is made. AI-based decision making provides a decision based on learning/training and is often faster. The decisions reached are expected to be identical. However, the management and data reporting from two very different systems can produce errors and increase overhead. Accordingly, a management component is provided to harmonize the inputs and outputs of these disparate systems to comport to a single standard.
1 . A method for configuring a multiple decision components of a system utilized to match specific users of a number of users to a specific agent of a number of agents, comprising:
receiving, by a processor, a raw modification data structure comprising an attribute utilized by each of a first decision component and a second decision component, each being a portion of the multiple decision components;
determining, by the processor, a first mapping of the attribute to a command of the first decision component;
generating, by the processor, a first modified data structure from the first mapping;
providing, by the processor, the first modified data structure to the first decision component, to cause at least at least one user of the specific users to be matched to a different specific agent of the number of agents as compared to a match that would have occurred prior to providing the first modified data structure to the first decision component;
determining, by the processor, a second mapping of the attribute to a command of the second decision component;
generating, by the processor, a second modified data structure from the second mapping; and
providing, by the processor, the second modified data structure to the second decision component, to cause at least at least one user of the specific users to be matched to a different specific agent of the number of agents as compared to a match that would have occurred prior to providing the second modified data structure to the second decision component.
2 . The method of claim 1 , further comprising:
receiving, by the processor, a communication via a network of a first user of the number of users;
obtaining attributes of at least one of the first user and a reason for the communication;
providing the attributes to a selected one of the first decision component or the second decision component;
receiving from the selected one of the first decision component or the second decision component, a matching decision selecting a first agent of the number of agents; and
altering, by the processor, a network topology to connect a communication device associated with the first agent to a user device utilized by the first user for communication via the network.
3 . The method of claim 2 , further comprising:
receiving, by the processor and from the first decision component, a first record comprising an analytic data structure comprising a rationale utilized in determining the matching decision from the selected one of the first decision component or the second decision component providing the matching decision.
4 . The method of claim 3 , further comprising, upon the selected one of the first decision component or the second decision component being the first decision component, generating, by the processor, the second modified data structure to further comprise the rationale.
5 . The method of claim 3 , further comprising, upon the selected one of the first decision component or the second decision component being the second decision component, generating, by the processor, the first modified data structure to further comprise the rationale.
6 . The method of claim 3 , wherein the analytic data structure comprises at least one field indicating at least one of an error, an event, or an aggregated event report.
7 . The method of claim 1 , wherein:
providing the attributes to the selected one of the first decision component or the second decision component, further comprises providing the attributes to both the first decision component and the second decision component; and
receiving from the selected one of the first decision component or the second decision component, the matching decision selecting a first agent of the number of agents, further comprises receiving the matching decision from the first decision component or the second decision component that is first to respond with the matching decision.
8 . The method of claim 1 wherein the agent is an automated agent.
9 . The method of claim 1 wherein the agent is an agent queue for a set of agents.
10 . A system for configuring multiple decision components of a system utilized to match specific users of a number of users to a specific agent of a number of agents, comprising:
a processor, comprising at least one microprocessors having instructions maintained in a non-transitory memory for execution by the processor;
an interface to a network; and
wherein the processor:
receives a raw modification data structure comprising an attribute utilized by each of a first decision component and a second decision component, each being a portion of the multiple decision components;
determines, a first mapping of the attribute to a command of the first decision component;
generates a first modified data structure from the first mapping;
provides the first modified data structure to the first decision component, to cause at least at least one user of the specific users to be matched to a different specific agent of the number of agents as compared to a match that would have occurred prior to providing the first modified data structure to the first decision component;
determines a second mapping of the attribute to a command of the second decision component;
generates a second modified data structure from the second mapping; and
provides the second modified data structure to the second decision component, to cause at least at least one user of the specific users to be matched to a different specific agent of the number of agents as compared to a match that would have occurred prior to providing the second modified data structure to the second decision component.
11 . The system of claim 10 , wherein the processor further:
receives a communication via a network of a first user of the number of users;
obtains at least one of the first user and a reason for the communication;
provides the attributes to a selected one of the first decision component or the second decision component;
receives from the selected one of the first decision component or the second decision component, a matching decision selecting a first agent of the number of agents; and
alters a network topology to connect a communication device associated with the first agent to a user device utilized by the first user for communication via the network.
12 . The system of claim 11 , wherein the processor further:
receives, by the processor and from the first decision component, a first record comprising an analytic data structure comprising a rationale utilized in determining the matching decision from the selected one of the first decision component or the second decision component providing the matching decision.
13 . The system of claim 12 , wherein upon the selected one of the first decision component or the second decision component is the first decision component, the processor further generates, the second modified data structure to further comprise the rationale.
14 . The system of claim 12 , wherein upon the selected one of the first decision component or the second decision component is the second decision component, the processor further generate the first modified data structure to further comprise the rationale.
15 . The system of claim 12 , wherein the analytic data structure comprises at least one field indicating at least one of an error, an event, or an aggregated event report.
16 . The system of claim 10 , wherein the processor:
provides the attributes to the selected one of the first decision component or the second decision component, further comprising providing the attributes to both the first decision component and the second decision component; and
receives from the selected one of the first decision component or the second decision component, the matching decision selecting a first agent of the number of agents, further comprising receiving the matching decision from the first decision component or the second decision component that is first to respond with the matching decision.
17 . The system of claim 10 wherein the agent is an automated agent.
18 . The system of claim 10 wherein the agent is an agent queue for a set of agents.
19 . A system for configuring a multiple decision components of a system utilized to match specific users of a number of users to a specific agent of a number of agents, comprising:
means to receive a raw modification data structure comprising an attribute utilized by each of a first decision component and a second decision component, each being a portion of the multiple decision components;
means to determine a first mapping of the attribute to a command of the first decision component;
means to generate a first modified data structure from the first mapping;
means to provide the first modified data structure to the first decision component, to cause at least at least one user of the specific users to be matched to a different specific agent of the number of agents as compared to a match that would have occurred prior to providing the first modified data structure to the first decision component;
means to determine a second mapping of the attribute to a command of the second decision component;
means to generate a second modified data structure from the second mapping; and
means to provide the second modified data structure to the second decision component, to cause at least at least one user of the specific users to be matched to a different specific agent of the number of agents as compared to a match that would have occurred prior to providing the second modified data structure to the second decision component.
20 . The system of claim 19 , further comprising:
means to receive a communication via a network of a first user of the number of users;
means to obtain attributes of at least one of the first user and a reason for the communication;
means to provide the attributes to a selected one of the first decision component or the second decision component;
means to receive from the selected one of the first decision component or the second decision component, a matching decision selecting a first agent of the number of agents;
means to alter a network topology to connect a communication device associated with the first agent to a user device utilized by the first user for communication via the network.