Method of using multi-dimensional presence model to manage call-center agent load
A system is provided that employs a multi-dimensional presence model to manage routing of interaction requests from customers to available agents over available omni-channels in contact center(s). The multi-dimensional presence model employs multiple model states that define availability and capacity for a given agent or class of agents, including, but not limited to, an availability state of the agent, as well as occupancy, activity, device, and channel states to which a routing engine in the contact center can effectively route requested interactions of a customer with an agent. A capacity manager is also disclosed that can be used to facilitate the configuring of the multi-dimensional presence model for a given agent or class of agents.
1. A computer implemented method to manage routing load of a call-center agent, the method comprising:
providing, by a processor of a first computing device, agent capacity configuration defined in a multi-dimensional capacity model for omni-channel interaction with a customer, wherein the multi-dimensional capacity model includes a first model state, a second model state, a third model state, and a fourth model state wherein the first model state is associated with an agent or agent profile, the second model state associated with a contact-center communication type available for an agent-customer interaction, the third model state associated with an associated device for the contact-center communication type, and the fourth model state associated with a degree of occupancy for the first model state, the second model state, and the third model state;
determining, by the processor, an available agent interaction capacity value for an agent using the multi-dimensional capacity model;
determining, by the processor, a channel type in a request for an agent interaction; and
routing, by the processor and based at least in part on the channel type, the request for an agent interaction to the agent when the determined available interaction capacity value for the agent at least meets an estimated capacity requirement for the interaction.
2. The computer implemented method of claim 1 , wherein the available interaction capacity value for the agent is determined by summing a plurality of capacity values of current interactions assigned to the agent.
3. The computer implemented method of claim 2 , wherein the plurality of capacity values of current interactions assigned to the agent is defined, at least by, a first, second, and third state in the multi-dimensional capacity model for the agent.
4. The computer implemented method of claim 2 , wherein the plurality of capacity values of current interactions assigned to the agent is defined, at least by, a first, second, third, and fourth state in the multi-dimensional capacity model for the agent.
5. The computer implemented method of claim 1 , wherein the multi-dimensional capacity model includes a fifth model state, the fifth model state being associated with an activity or task.
6. The computer implemented method of claim 1 , wherein the second model state associated with the contact-center communication type available for the agent-customer interaction includes a first parameter associated with an interaction between the agent and the customer and a second parameter associated with a wrap-up activity following the interaction between the agent and the customer.
7. The computer implemented method of claim 6 , wherein the second parameter associated with a wrap-up activity includes an occupancy value associated with data entry of customer notes for the interaction.
8. The computer implemented method of claim 1 , wherein the contact-center communication type available for the agent-customer interaction includes a voice interaction channel, a SMS interaction channel, an email interaction channel, a messaging client interaction channel, and a database interaction channel.
9. The computer implemented method of claim 8 , wherein the database interaction channel is associated with interaction with a customer relation management (CRM) database.
10. A system to manage routing load of a call-center agent, the system comprising:
a processor; and
a memory having instructions stored thereon, wherein execution of the instructions by the processor, cause the processor to:
retrieve agent capacity configuration defined in a multi-dimensional capacity model for omni-channel interaction with a customer, wherein the multi-dimensional capacity model includes a first model state, a second model state, a third model state, and a fourth model state wherein the first model state is associated with an agent or agent profile, the second model state associated with a contact-center communication type available for an agent-customer interaction, the third model state associated with an associated device for the contact-center communication type, and the fourth model state associated with a degree of occupancy for the first model state, the second model state, and the third model state;
determine an available agent interaction capacity value for an agent using the multi-dimensional capacity model;
determine a channel type in a request for an agent interaction; and
route, based at least in part on the channel type, the request for an agent interaction to the agent when the determined available interaction capacity value for the agent at least meets an estimated capacity requirement for the interaction.
11. The system of claim 10 , wherein the available interaction capacity value for the agent is determined by summing a plurality of capacity values of current interactions assigned to the agent.
12. The system of claim 11 , wherein the plurality of capacity values of current interactions assigned to the agent is defined, at least by, a first, second, and third state in the multi-dimensional capacity model for the agent.
13. The system of claim 11 , wherein the plurality of capacity values of current interactions assigned to the agent is defined, at least by, a first, second, third, and fourth state in the multi-dimensional capacity model for the agent.
14. The system of claim 10 , wherein the multi-dimensional capacity model includes a fifth model state, the fifth model state being associated with an activity or task.
15. The system of claim 10 , wherein the second model state associated with the contact-center communication type available for the agent-customer interaction includes a first parameter associated with an interaction between the agent and the customer and a second parameter associated with a wrap-up activity following the interaction between the agent and the customer.
16. The system of claim 10 , wherein the system comprises a routing engine in a contact center.
17. The system of claim 10 , wherein the contact-center communication type available for the agent-customer interaction includes a voice interaction channel, a SMS interaction channel, an email interaction channel, a messaging client interaction channel, and a database interaction channel.
18. The system of claim 15 , wherein the second parameter associated with a wrap-up activity includes an occupancy value associated with data entry of customer notes for the interaction.
19. The system of claim 17 , wherein the database interaction channel is associated with interaction with a customer relation management (CRM) database.
20. A non-transitory computer readable medium to manage routing load of a call-center agent, the computer readable medium comprising instructions stored thereon, wherein execution of the instructions by a processor, cause the processor to:
retrieve agent capacity configuration defined in a multi-dimensional capacity model for omni-channel interaction with a customer, wherein the multi-dimensional capacity model includes a first model state, a second model state, a third model state, and a fourth model state wherein the first model state is associated with an agent or agent profile, the second model state associated with a contact-center communication type available for an agent-customer interaction, the third model state associated with an associated device for the contact-center communication type, and the fourth model state associated with a degree of occupancy for the first model state, the second model state, and the third model state;
determine an available agent interaction capacity value for an agent using the multi-dimensional capacity model;
determine a channel type in a request for an agent interaction; and
route, based at least in part on the channel type, the request for an agent interaction to the agent when the determined available interaction capacity value for the agent at least meets an estimated capacity requirement for the interaction.