SYSTEM AND METHOD FOR ALTERING INTERACTION DISTRIBUTION SETTINGS
A system and method for managing interaction distribution, for example in a contact center, may, for a digital skill relating to interaction handling and impacted by a lack of resources during an interval, determine an agent having the digital skill; raise the identified agent's concurrency setting for the digital skill for the interval; and distribute interactions according to the concurrency setting. The concurrency setting may determine how many interactions relating to the digital skill the agent can handle concurrently.
1 . A method of managing interaction distribution in a contact center, the method comprising:
for a digital skill relating to interaction handling and impacted by a lack of resources during an interval:
determining an agent having the digital skill;
raising the identified agent's concurrency setting for the digital skill for the interval; and
distributing interactions according to the concurrency setting.
2 . The method of claim 1 , wherein the concurrency setting determines how many interactions relating to the digital skill the agent can handle concurrently.
3 . The method of claim 1 , comprising decreasing the identified agent's concurrency setting for the digital skill at the end of the interval.
4 . The method of claim 1 , wherein the digital skill is selected from the group consisting of: handling an interaction via text messaging; handling an interaction via web-browser chat; and handling an interaction via e-mail.
5 . The method of claim 1 , comprising sorting a set of skills impacted by the lack of resources by impact on service.
6 . The method of claim 1 , comprising iterating through a set of agents.
7 . The method of claim 1 , wherein raising the identified agent's concurrency setting for the digital skill is performed based on the agent's proficiency.
8 . A system for managing interaction distribution in a contact center, the system comprising:
a memory; and
a processor to:
for a digital skill relating to interaction handling and impacted by a lack of resources during an interval:
determine an agent having the digital skill;
raise the identified agent's concurrency setting for the digital skill for the interval; and
distribute interactions according to the concurrency setting.
9 . The system of claim 8 , wherein the concurrency setting determines how many interactions relating to the digital skill the agent can handle concurrently.
10 . The system of claim 8 , wherein the processor is to decrease the identified agent's concurrency setting for the digital skill at the end of the interval.
11 . The system of claim 8 , wherein the digital skill is selected from the group consisting of: handling an interaction via text messaging; handling an interaction via web-browser chat; and handling an interaction via e-mail.
12 . The system of claim 8 , wherein the processor is to sort a set of skills impacted by the lack of resources by impact on service.
13 . The system of claim 8 , wherein the processor is to iterate through a set of agents.
14 . The system of claim 8 , wherein raising the identified agent's concurrency setting for the digital skill is performed based on the agent's proficiency.
15 . A method of distribution of data in a contact center, the method comprising:
for a category of interaction handling and impacted by a lack of resources:
determining an agent associated with the category;
altering the identified agent's concurrency setting for the category; and
connecting interactions according to the concurrency setting.
16 . The method of claim 15 , wherein the concurrency setting determines how many interactions relating to the category the agent can handle concurrently.
17 . The method of claim 15 , comprising decreasing the identified agent's concurrency setting for the category at the end of a time interval.
18 . The method of claim 15 , wherein the category is selected from the group consisting of: handling an interaction via text messaging; handling an interaction via web-browser chat; and handling an interaction via e-mail.
19 . The method of claim 15 , comprising sorting a set of categories impacted by the lack of resources by impact on service.
20 . The method of claim 15 , wherein altering the identified agent's concurrency setting for the category is performed based on the agent's proficiency.