Work assignment with bot agents
A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors.
1. A method of facilitating supervisor review of contact center operations, the method comprising:
configuring a bot agent with a matching criteria that enables the bot agent to be matched with at least one of an agent or a work item within a contact center;
scanning, with a work assignment engine, at least one of a work pool or an agent pool of a contact center to determine attributes for at least one of a work item or an agent within the contact center;
selecting, with the work assignment engine, at least one of a work item or an agent that comprises a set of attributes satisfying the matching criteria;
assigning the bot agent to the selected at least one of a work item or an agent such that the bot agent is enabled to interact with the selected at least one of a work item or an agent;
determining that an agent requires assistance with a call;
assigning the bot agent to the call;
enabling the bot agent to assist the agent with the call;
receiving an agent performance threshold and including the agent performance threshold in the matching criteria;
determining that a performance metric of the agent violates the agent performance threshold; and
in response to determining that the performance metric of the agent violates the agent performance threshold, selecting the agent for assignment to the bot agent.
2. The method of claim 1 , wherein the bot agent assists the agent without receiving human input from a contact center supervisor.
3. The method of claim 1 , further comprising:
determining that the bot agent has completed processing the selected at least one of a work item or an agent; and
in response to determining step, automatically changing an availability of the bot agent to AVAILABLE thereby enabling the bot agent to be assigned to a new at least one of a work item or an agent.
4. The method of claim 1 , wherein the at least one of a work item or an agent corresponds to a work item, the method further comprising:
determining a performance threshold and including the performance threshold in the matching criteria;
determining that the work item belongs to a group of work items whose attributes are in violation of the performance threshold; and
in response to determining that the work item belongs to the group of work items whose attributes are in violation of the performance threshold, selecting the work item for assignment to the bot agent.
5. The method of claim 4 , wherein the performance threshold is selected by a contact center supervisor.
6. The method of claim 5 , wherein the contact center supervisor is connected to the work item by joining the contact center supervisor with a call established between the bot agent and the work item.
7. A communication system, comprising:
a bot agent module facilitating supervisor review of contact center operations, and performing the following operations:
configure a bot agent with a matching criteria that enables the bot agent to be matched with at least one of an agent or a work item within a contact center;
scan with a work assignment engine, at least one of a work pool or an agent pool of a contact center to determine attributes for at least one of a work item or an agent within the contact center;
select with the work assignment engine, at least one of a work item or an agent that comprises a set of attributes satisfying the matching criteria;
assign the bot agent to the selected at least one of a work item or an agent such that the bot agent is enabled to interact with the selected at least one of a work item or an agent;
determine that an agent requires assistance with a call;
assign the bot agent to the call;
enable the bot agent to assist the agent with the call;
receive an agent performance threshold and including the agent performance threshold in the matching criteria;
determine that a performance metric of the agent violates the agent performance threshold; and
in response to determining that the performance metric of the agent violates the agent performance threshold, select the agent for assignment to the bot agent.
8. The system of claim 7 , further comprising:
a bot agent module configured to perform the following operations:
determine that the bot agent has completed processing the selected at least one of a work item or an agent;
in response to determining step, automatically change an availability of the bot agent to AVAILABLE thereby enabling the bot agent to be assigned to a new at least one of a work item or an agent;
determine a performance threshold and including the performance threshold in the matching criteria;
determine that the work item belongs to a group of work items whose attributes are in violation of the performance threshold; and
in response to determining that the work item belongs to the group of work items whose attributes are in violation of the performance threshold, select the work item for assignment to the bot agent.
9. The method of claim 4 , further comprising:
determining properties associated with the work item and the agent;
in response to determining a set of properties associated with the work item and the agent, change at least a portion of the set of properties associated with the work item and the agent, wherein the change triggers a match scan based at least in part on the change.
10. A communication system, comprising:
a bot agent module facilitating supervisor review of contact center operations, and performing the following operations:
configure a bot agent with a matching criteria that enables the bot agent to be matched with at least one of an agent or a work item within a contact center;
scan with a work assignment engine, at least one of a work pool or an agent pool of a contact center to determine attributes for at least one of a work item or an agent within the contact center;
select with the work assignment engine, at least one of a work item or an agent that comprises a set of attributes satisfying the matching criteria;
assign the bot agent to the selected at least one of a work item or an agent such that the bot agent is enabled to interact with the selected at least one of a work item or an agent;
determine that an agent requires assistance with a call;
assign the bot agent to the call;
enable the bot agent to assist the agent with the call;
determine a set of properties associated with the work item and the agent; and
in response to determining a set of properties associated with the work item and the agent, instructions to change at least a portion of the set of properties associated with the work item and the agent, wherein the change triggers a match scan based at least in part on the change.
11. The system of claim 10 , wherein the bot agent assists the agent without receiving human input from a contact center supervisor.
12. The system of claim 10 , further comprising:
a bot agent module configured to perform the following operations:
determine that the bot agent has completed processing the selected at least one of a work item or an agent; and
in response to determining step, automatically changing an availability of the bot agent to AVAILABLE thereby enabling the bot agent to be assigned to a new at least one of a work item or an agent.
13. The system of claim 10 , wherein the at least one of a work item or an agent corresponds to a work item, the system further comprising:
a bot agent module configured to perform the following operations:
determine a performance threshold and including the performance threshold in the matching criteria;
determine that the work item belongs to a group of work items whose attributes are in violation of the performance threshold; and
in response to determining that the work item belongs to the group of work items whose attributes are in violation of the performance threshold, selecting the work item for assignment to the bot agent.
14. The system of claim 13 , wherein the performance threshold is selected by a contact center supervisor.
15. The system of claim 14 , wherein the contact center supervisor is connected to the work item by joining the contact center supervisor with a call established between the bot agent and the work item.