Best match interaction set routing
A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
1. A method for routing a plurality of activities to a plurality of contact center agents, the method comprising:
concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1;
concurrently identifying, by the processor, N contact center agents;
identifying, by the processor, one or more sets of preferences associated with the N activities, wherein the one or more sets of preferences include a value for each activity-agent pair, wherein each activity-agent pair is selected from the N activities and the N contact center agents, wherein the value of a particular activity-agent pair is indicative of a level of preference of the activity in the particular activity-agent pair, for being routed to the agent in the particular activity-agent pair;
matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences, wherein the matching is configured to optimize the one or more sets of preferences, the matching including:
transmitting by each of the N activities, a proposal to its top ranked agent of the N contact center agents;
determining that each agent receiving the proposal has kept the activity transmitting the proposal, in response to the activity being a top-ranked activity by the receiving agent; and
determining that each agent receiving the proposal has rejected the activity transmitting the proposal, in response to the activity being an activity other than the top ranked activity; and
routing, by the processor, at least one of the N activities to a corresponding one of the matched contact center agents.
2. The method of claim 1 , wherein the one or more sets of preferences are further associated with the contact center agents, wherein the one or more sets of preferences further identify agent skills, predicted agent availability, agent upsell ability, agent cross-sell ability, or individual agent preferences.
3. The method of claim 1 , wherein the one or more sets of preferences associated with the activities identify service type, skill set, service level agreement, or customer satisfaction.
4. The method of claim 1 , wherein the matching is based on the Gale-Shapley algorithm.
5. The method of claim 1 further comprising assigning priority to the one or more sets of preferences associated with the N activities.
6. The method of claim 2 further comprising assigning priority to the one or more set of preferences associated with the N agents.
7. The method of claim 2 , wherein the N contact center agents are selected from a group of M eligible agents, wherein M is an integer greater than N.
8. The method of claim 1 , wherein the N activities are selected from a group of M pending activities, wherein M is an integer greater than N.
9. A server for routing a plurality of activities to a plurality of contact center agents, the server including:
a processor; and
a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
concurrently select N activities, wherein N is an integer greater than 1;
concurrently identify N contact center agents;
identify one or more sets of preferences associated with the N activities, wherein the one or more sets of preferences include a value for each activity-agent pair, wherein each activity-agent pair is selected from the N activities and the N contact center agents, wherein the value of a particular activity-agent pair is indicative of a level of preference of the activity in the particular activity-agent pair, for being routed to the agent in the particular activity-agent pair;
match the N activities and the N contact center agents based on the one or more sets of preferences, wherein the matching is configured to optimize the one or more sets of preferences, wherein the instructions that cause the processor to match the N activities and the N contact center agents include instructions that cause the processor to:
transmit, by each of the N activities, a proposal to its top ranked agent of the N contact center agents;
determine that each agent receiving the proposal has kept the activity transmitting the proposal, in response to the activity being a top-ranked activity by the receiving agent; and
determine that each agent receiving the proposal has rejected the activity transmitting the proposal, in response to the activity being an activity other than the top ranked activity; and
route at least one of the N activities to a corresponding one of the matched contact center agents.
10. The server of claim 9 , wherein the one or more sets of preferences are further associated with the contact center agents, wherein the one or more sets of preferences further identify agent skills, predicted agent availability, agent upsell ability, agent cross-sell ability, or individual agent preferences.
11. The server of claim 9 , wherein the one or more sets of preferences associated with the activities identify service type, skill set, service level agreement, or customer satisfaction.
12. The server of claim 9 , wherein the matching is based on the Gale-Shapley algorithm.
13. The server of claim 9 , wherein the instructions further cause the processor to assign priority to the one or more sets of preferences associated with the N activities.
14. The server of claim 10 , wherein the instructions further cause the processor to assign priority to the one or more set of preferences associated with the N agents.
15. The server of claim 10 , wherein the N contact center agents are selected from a group of M eligible agents, wherein M is an integer greater than N.
16. The server of claim 9 , wherein the N activities are selected from a group of M pending activities, wherein M is an integer greater than N.
17. A method for routing a plurality of activities to a plurality of contact center agents, the method comprising:
concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1;
concurrently identifying, by the processor, N contact center agents;
identifying, by the processor, one or more sets of preferences associated with the N contact center agents, wherein the one or more sets of preferences include a value for each activity-agent pair, wherein each activity-agent pair is selected from the N activities and the N contact center agents, wherein the value of a particular activity-agent pair is indicative of a level of preference of the contact center agent in the particular activity-agent pair, for having the activity routed to the contact center agent in the particular activity-agent pair;
matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences, wherein the matching is configured to optimize the one or more sets of preferences, wherein the matching of the N activities and the N contact center agents includes:
transmitting by each of the N contact center agents, a proposal to its top ranked activity of the N activities;
determining that each activity receiving the proposal has kept the contact center agent transmitting the proposal, in response to the contact center agent being a top-ranked agent for the receiving activity; and
determining that each activity receiving the proposal has rejected the contact center agent transmitting the proposal, in response to the contact center agent being an agent other than the top ranked agent; and
routing, by the processor, at least one of the N activities to a corresponding one of the matched contact center agents.
18. A server for routing a plurality of activities to a plurality of contact center agents, the server comprising:
a processor; and
a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
concurrently select N activities, wherein N is an integer greater than 1;
concurrently identify N contact center agents;
identify one or more sets of preferences associated with the N activities, wherein the one or more sets of preferences include a value for each activity-agent pair, wherein each activity-agent pair is selected from the N activities and the N contact center agents, wherein the value of a particular activity-agent pair is indicative of a level of preference of the activity in the particular activity-agent pair, for being routed to the agent in the particular activity-agent pair;
match the N activities and the N contact center agents based on the one or more sets of preferences, wherein the matching is configured to optimize the one or more sets of preferences, wherein the instructions that cause the processor to match the N activities and the N contact center agents includes:
transmit by each of the N contact center agents, a proposal to its top ranked activity of the N activities;
determine that each activity receiving the proposal has kept the contact center agent transmitting the proposal, in response to the contact center agent being a top-ranked agent for the receiving activity; and
determine that each activity receiving the proposal has rejected the contact center agent transmitting the proposal, in response to the contact center agent being an agent other than the top ranked agent; and
route at least one of the N activities to a corresponding one of the matched contact center agents.