Granted Patent B2

US 9,100,481 · App. 13/786,841 · Granted Aug 4, 2015

Inventors: Neil O'Connor (Galway, IE); Paul D'Arcy (Limerick, IE); Dara Geary (Co. Galway, IE)

Assignee: Avaya Inc.

H04M3/5175H04M3/493H04M3/5234H04M2203/556

Abstract

Claims (31)

1. A service level controlling system in a contact center, comprising:

a monitoring module configured in order:

to monitor predetermined operation statistics of a contact center; and

to detect if an operation statistic pertaining to a plurality of agents falls outside a respective predetermined range;

a publishing module configured to publish, to the plurality of agents in the contact center, a respective pre-configured solution specific to each respective agent of the plurality of agents, based upon at least one of the monitored predetermined operation statistics falling outside the respective predetermined range; and

a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents and changes to contact center configuration based upon at least one input from at least one of the plurality of agents.

2. The service level controlling system of claim 1 , wherein the monitored predetermined operation statistics comprises call traffic, agent responsiveness time for new work requests, average handling time of work requests, and target revenue of sales team.

3. The service level controlling system of claim 2 , wherein the call traffic comprising telephone calls, web chats, audio messages, video messages, text messages, postings to social media sites, and postings to blog sites.

4. The service level controlling system of claim 1 , wherein the publishing module further comprises publishing details of range breach to each of the agents in the contact center.

5. The service level controlling system of claim 1 , wherein the publishing module further comprises enabling each of the agents to provide inputs to bring the at least one of the monitored predetermined operation statistics within the predetermined range.

6. The service level controlling system of claim 5 , wherein the controlling module making temporal changes to contact center configuration based upon the inputs of the agents.

7. The service level controlling system of claim 6 , wherein the controlling module making temporal changes to agent's skills based upon the inputs of the agents.

8. The service level controlling system of claim 6 , wherein the controlling module asking a supervisor for approval before making changes to the contact center configuration.

9. The service level controlling system of claim 1 , wherein the controlling module configured to add at least an agent for improving a service level requiring the agent's skill based upon the inputs of agents.

10. The service level controlling system of claim 1 , wherein the controlling module comprises modifying an IVR menu of the contact center based upon inputs of the agents.

11. The service level controlling system of claim 10 , wherein the controlling module comprises adding an announcement message at top of IVR menu.

12. The service level controlling system of claim 1 , wherein the controlling module configured to modify at least one bot associated with the contact center, based upon the inputs of agents.

13. The service level controlling system of claim 1 , wherein the publishing module comprises publishing a reward associated with the pre-configured solutions published to the agents.

14. The service level controlling system of claim 1 , wherein the pre-configured solutions are tailored for each agent in the contact center based on real time situation of the agent.

15. The service level controlling system of claim 1 , wherein the pre-configured solutions comprise informing at least one agent to finish an active call.

16. The service level controlling system of claim 1 , wherein the pre-configured solutions comprises informing at least one agent to finish every incoming work request within a predetermined time period.

17. A computer-implemented method for handling service levels in a contact center, the computer-implemented method comprising:

monitoring predetermined operation statistics of a contact center;

publishing pre-configured solutions to each of agents of the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range; and

dynamically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents and changes to contact center configuration based upon at least one input from at least one of the agents.

18. The computer-implemented method of claim 17 , further comprising receiving an input from at least one agent for bringing the at least one of the monitored predetermined operation statistics within the predetermined range.

19. The computer-implemented method of claim 18 , further comprising modifying an IVR menu of the contact center based upon the inputs of agents.

20. A non-transitory computer readable medium storing computer readable instructions when executed by a processor perform a method comprising:

monitoring a predetermined operation statistic pertaining to a plurality of agents of a contact center;

publishing, to a plurality of agents of the contact center, a respective pre-configured solution specific to said agent, based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range; and

dynamically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents and changes to contact center configuration based upon at least one input from at least one of the plurality of agents.

Assignments (14)

Continuity (1)