text:
|Publication number
|Publication type
|Application number
|Publication date
|May 4, 2010
|Filing date
|Sep 20, 2004
|Priority date
|Mar 31, 2004
|Fee status
|Also published as
|Publication number
|Andrew D. Flockhart, Kenneth R. Hackbarth, Thomas L. Hemm, Sarah Hildebrandt Kiefhaber, Joylee E. Kohler, Gary Edward Olmsted, Jill B. Ziobro
|Original Assignee
|Avaya Inc.
|Export Citation
|BiBTeX, EndNote, RefMan
|Patent Citations (407), Non-Patent Citations (172), Referenced by (40), Classifications (8), Legal Events (8)
|External Links: USPTO, USPTO Assignment, Espacenet
Cross reference is made to copending U.S. patent application Ser. Nos. 10/815,566, filed Mar. 31, 2004, entitled "USING AGENT PATTERNS FOR PREDICTIVE AGENT ASSIGNMENTS"; 10/815,534, filed Mar. 31, 2004, entitled "TRACKING AND ACTING ON ONE AND DONE"; 10/815,584, filed Mar. 31, 2004, entitled "USING TRUE VALUE IN ROUTING WORK ITEMS TO RESOURCES"; and 10/861,193, filed Jun. 3, 2004, entitled "DATA MODEL OF PARTICIPATION IN MULTI-CHANNEL AND MULTI-PARTY CONTACTS" (claiming priority from U.S. Provisional Application Ser. No. 60/558,613, filed Mar. 31, 2004, of the same title), each of which is incorporated herein by this reference.
The present invention is directed generally to servicing a contactor in a contact center and specifically to monitoring the performance of contact center resources.
Contact centers, such as Automatic Call Distribution or ACD systems, are employed by many enterprises to service customer contacts. A typical contact center includes a switch and/or server to receive and route incoming packet-switched and/or circuit-switched contacts and one or more resources, such as human agents and automated resources (e.g., Interactive Voice Response (IVR) units), to service the incoming contacts. Contact centers distribute contacts, whether inbound or outbound, for servicing to any suitable resource according to predefined criteria. In many existing systems, the criteria for servicing the contact from the moment that the contact center becomes aware of the contact until the contact is connected to an agent are customer-specifiable (i.e., programmable by the operator of the contact center), via a capability called vectoring. Normally in present-day ACDs when the ACD system's controller detects that an agent has become available to handle a contact, the controller identifies all predefined contact-handling skills of the agent (usually in some order of priority) and delivers to the agent the highest-priority oldest contact that matches the agent's highest-priority skill. Generally, the only condition that results in a contact not being delivered to an available agent is that there are no contacts waiting to be handled.
An important factor in administering call distribution algorithms and rewarding agents based on performance is accurate tracking and reporting of agent performance. In monitoring agent performance, two areas are particularly troublesome. First, how should one track the previewing of work that is new or has been deferred while deciding what to do next? As will be appreciated, when an agent previews a work item, he or she is typically provided with a summary or condensed description of one or more work items (which can include, for example, contactor identity, nature or subject of the contact, arrival time, type of media, and intended recipient) and, based on the description, decides whether he or she is qualified or otherwise able to service the contact and/or prepares himself or herself to service the contact. Consideration must be given to performance when scrolling through a list of work items, like email, in a preview mode prior to selecting a work item. Second, how should one track work time when it appears that the agent is working on more than one thing simultaneously? For example, an agent is handling a first contact on a first communication medium (e.g., a live voice contact) for a first customer while at the same time handling a second contact on a second communication medium (e.g., an email or Web chat) for a second customer. More specifically, the agent does not have the first or second contact on hold while intermittently working on or wrapping up the other contact (completing the after call work). It is desirable to track accurately the agent's time for each work item. Inaccurate tracking can lead to nonsensical results, such as showing agents being present for more time than they are actually present and/or showing agent occupancy levels greater than 100%. Such erroneous results can propagate into significant errors in administering the call distribution algorithm. Moreover in some applications, the contact center may wish to discourage multi-tasking due to a concomitant decrease in the quality of service.
While tracking voice contacts is well established and accurate in the industry, the tracking of other channels or communication media (e.g., email, chat) is neither established nor accurate. For example, an agent using Avaya Inc.'s Interaction Center™ can read an entire email or web chat by previewing it and have that time counted as idle time or against another work item. It is only when the agent replies (because it requires explicit input) that accurate accounting for that email or web chat begins. Since it is impossible to know what work item an agent is thinking about without explicit agent input, multi-tasking tracking has not been done effectively. For example, the agent can be listening to a caller while at the same time concentrating on reading an email or web chat.
These and other needs are addressed by the various embodiments and configurations of the present invention. The invention is directed generally to a contact center that tracks previewing and/or multi-tasking operations for improved contact center efficiency.
In a first embodiment of the present invention, a method for tracking a contact center operation is provided. The method includes the steps:
(a) receiving a notification indicating a change in agent focus from a first work item to a second work item;
(b) determining whether the first work item involves a communication medium different from the communication medium of the second work item; and
(c) when the first work item involves a communication medium different from the communication medium of the second work item, terminating a timer with respect to the servicing of the first work item and initiating a timer with respect to the servicing of the second work item. Because the agent is multi-tasking, the first and second work items are concurrently assigned for servicing to the agent. As will be appreciated, multi-tasking, by its very nature, requires the first and second work items to be carried by different communication media.
The notification commonly indicates that (i) the agent has switched from servicing the first work item, possibly involving a first communication medium, to servicing a second work item, possibly involving a different second communication medium, and/or (ii) the agent has switched from servicing the first work item to previewing of the second work item. The first and second communication media, for example, can each be a set of one or more of circuit-switched voice, packet-switched voice, email, instant messaging, text chat, voice messages, faxes, and scanned documents.
The notification may involve the incidence or occurrence of a cursor marker and/or a voice marker while the agent is servicing the first work item. The cursor marker indicates a cursor location and/or activity. For example, the location of the cursor marker can be in a specific window, and/or the activity of the cursor can be typing, clicking on an icon, idle, and the like. The voice marker indicates an amount and/or type of voice energy being transmitted and/or received by the agent while the agent is servicing the first work item. The amount and type of voice energy can be monitored by known techniques, for example, to identify auto-acknowledge responses, music on hold, active discussion between two endpoints, silence on one or both voice paths, key word recognition, and the like.
In response to the receipt of a notification, the agent's GUI and/or TUI can be returned to a previous configuration associated with the second work item. For example, the change to the GUI can be returning the GUI to a previous configuration, such as displaying of information previously displayed to the agent.
A counter can be used to track the number of times during a selected time period that the agent is engaged in a specified type of activity, such as previewing, and/or the number of times the agent returns to a selected work item.
The present invention can have a number of advantages over the prior art. First, the present invention can permit accurate tracking of multi-tasking and previewing activities. This capability will allow contact center operators to realize significant productivity increases that multi-tasking can enable and permit agents able to engage successfully in multi-tasking to be recognized and rewarded. Second, the present invention can permit contact centers to control selected types of multi-tasking to avoid potential decreases in the quality of customer service.
These and other advantages will be apparent from the disclosure of the invention(s) contained herein.
The above-described embodiments and configurations are neither complete nor exhaustive. As will be appreciated, other embodiments of the invention are possible utilizing, alone or in combination, one or more of the features set forth above or described in detail below.
The invention will be illustrated below in conjunction with an exemplary communication system. Although well suited for use with, e.g., a system having an ACD or other similar contact processing switch, the invention is not limited to use with any particular type of communication system switch or configuration of system elements. Those skilled in the art will recognize that the disclosed techniques may be used in any communication application in which it is desirable to provide improved contact processing.
The term "switch" or "server" as used herein should be understood to include a PBX, an ACD, an enterprise switch, or other type of telecommunications system switch or server, as well as other types of processor-based communication control devices such as media servers, computers, adjuncts, etc.
Referring to
The switch 130 and/or server 110 can be any architecture for directing contacts to one or more telecommunication devices. Illustratively, the switch and/or server can be a modified form of the subscriber-premises equipment disclosed in U.S. Pat. Nos. 6,192,122; 6,173,053; 6,163,607; 5,982,873; 5,905,793; 5,828,747; and 5,206,903, all of which are incorporated herein by this reference; Avaya Inc.'s Definity™ Private-Branch Exchange (PBX)-based ACD system; MultiVantage™ PBX, CRM Central 2000 Server™, Communication Manager™, S8300™ media server, and/or Avaya Interaction Center™. Typically, the switch/server is a stored-program-controlled system that conventionally includes interfaces to external communication links, a communications switching fabric, service circuits (e.g., tone generators, announcement circuits, etc.), memory for storing control programs and data, and a processor (i.e., a computer) for executing the stored control programs to control the interfaces and the fabric and to provide automatic contact-distribution functionality. The switch and/or server typically include a network interface card (not shown) to provide services to the serviced telecommunication devices. Other types of known switches and servers are well known in the art and therefore not described in detail herein.
Referring to
Referring to
The first telecommunication devices 134-1, . . . 134-N are packet-switched and can include, for example, IP hardphones such as the Avaya Inc.'s, 4600 Series IP Phones™, IP softphones such as Avaya Inc.'s, IP Softphone™, Personal Digital Assistants or PDAs, Personal Computers or PCs, laptops, packet-based H.320 video phones and conferencing units, packet-based voice messaging and response units, and packet-based traditional computer telephony adjuncts.
The second telecommunication devices 138-1, . . . 138-M are circuit-switched. Each of the telecommunication devices 138-1, . . . 138-M corresponds to one of a set of internal extensions Ext1, . . . ExtM, respectively. These extensions are referred to herein as "internal" in that they are extensions within the premises that are directly serviced by the switch. More particularly, these extensions correspond to conventional telecommunication device endpoints serviced by the switch/server, and the switch/server can direct incoming contacts to and receive outgoing contacts from these extensions in a conventional manner. The second telecommunication devices can include, for example, wired and wireless telephones, PDAs, H.320 video phones and conferencing units, voice messaging and response units, and traditional computer telephony adjuncts.
It should be noted that the invention does not require any particular type of information transport medium between switch or server and first and second telecommunication devices, i.e., the invention maybe implemented with any desired type of transport medium as well as combinations of different types of transport medium.
The packet-switched network 162 can be any data and/or distributed processing network, such as the Internet. The network 162 typically includes proxies (not shown), registrars (not shown), and routers (not shown) for managing packet flows.
The packet-switched network 162 is in communication with an external first telecommunication device 174 via a gateway 178, and the circuit-switched network 154 with an external second telecommunication device 180. These telecommunication devices are referred to as "external" in that they are not directly supported as telecommunication device endpoints by the switch or server. The telecommunication devices 174 and 180 are an example of devices more generally referred to herein as "external endpoints."
In a preferred configuration, the server 110, network 162, and first telecommunication devices 134 are Session Initiation Protocol or SIP compatible and can include interfaces for various other protocols such as the Lightweight Directory Access Protocol or LDAP, H.248, H.323, Simple Mail Transfer Protocol or SMTP, IMAP4, ISDN, E1/T1, and analog line or trunk.
It should be emphasized that the configuration of the switch, server, user telecommunication devices, and other elements as shown in
As will be appreciated, the central server 110 is notified via LAN 142 of an incoming contact by the telecommunications component (e.g., switch 130, fax server, email server, web server, and/or other server) receiving the incoming contact. The incoming contact is held by the receiving telecommunications component until the server 110 forwards instructions to the component to forward or route the contact to a specific contact center resource, such as the IVR unit 122, the voice mail server 118, and/or first or second telecommunication device 134, 138 associated with a selected agent. The server 110 distributes and connects these contacts to telecommunication devices of available agents based on the predetermined criteria noted above. When the central server 110 forwards a voice contact (or first work item) to an agent, the central server 110 also forwards customer-related information from databases 114 to the agent's computer work station for viewing (such as by a pop-up display) to permit the agent to better serve the customer. When multi-tasking is desired, the central server 110 can forward a second work item on other media types (e.g., email, instant messaging, text or Web chat, and the like) to be handled simultaneously with the first work item. Depending on the contact center configuration, the central server may forward a list of work items to an available agent to preview before forwarding the contact itself and the data associated therewith to the agent. The agents process the contacts or work items sent to them by the central server 110. This embodiment is particularly suited for a Customer Relationship Management (CRM) environment in which customers are permitted to use any medium to contact a business. In a CRM environment, both real-time and non-real-time contacts must be handled and distributed with equal efficiency and effectiveness.
According to the invention, included among the programs executing on the server 110 are an agent and contact selector 220, multi-tasking tracking agent 232, and database updating agent 236. The selector 220 and tracking agent 232 are stored either in the main memory or in a peripheral memory (e.g., disk, CD ROM, etc.) or some other computer-readable medium of the center 100. The selector 220 and agent 232 collectively effect an assignment between available contacts and available agents in a way that tends to maximize contact center efficiency. The selector 220 uses predefined criteria, particularly the agent profile, in selecting an appropriate agent to service the contact. The tracking agent 232, by a combination of limiting agent work handling operations that cause work tracking ambiguity and by taking advantage of various markers or indicators available from the agents, applications, and affected channels, accurately tracks agent previewing and multi-tasking activities. This information, along with other statistics gathered by the CMS 228, is used by the selector 220 in distributing available work items to available agents. The updating agent 236 is the interface to the database 114 that updates the database records, including agent and customer profiles, in response to update notifications received from other applications, including the tracking agent 232.
The agent and customer profiles are typically maintained and updated by a profile generator (not shown). Upon the completion of handling a contact, the generator collects selected metrics for the contact. These metrics include the skill involved in servicing the contact, the identifier of the servicing agent, the contact duration, the transaction or contact type (e.g., catalog sale, information request, complaint, etc.), the time-of-day, the result (e.g., the type of sale, the number of units sold, revenue generated, service ticket closure or escalation, the information provided, etc.), a self-rating of the servicing agent respecting the agent's proficiency in handling the contact, the rating of the customer of the agent's proficiency in handling the contact, the rating of another party, such as the agent's supervisor or another observer, of how the contact was serviced, whether the agent requested assistance, and whether the agent's training was completed, and stores the information in the database 114, such as CMS 228. The metrics over a selected period of time are typically stored under each profile. Each agent profile typically includes metrics associated with a plurality of contacts serviced by the agent for each agent skill, and each customer profile includes metrics associated with a plurality of contacts by the customer.
Returning again to the tracking agent 232, the tracking agent removes tracking ambiguity, for example, by restricting what can be done by the agent and requiring the agent to take explicit action by activating a work item before beginning to work on the item. The time to service the work item can be accurately monitored by monitoring such actions by the agent. For example, if the agent is not shown the body of the work item until he/she explicitly activates it, then the agent's time spent reading the body of the message will be tracked accurately. In a further example, when the agent is on a voice call (or first work item) and elects to work on a second work item in a different communication medium, such as email, instant message, and Web chat, the voice call is automatically put on hold or the outgoing voice communications channel (or talk path) from the agent to the customer is otherwise blocked or disabled (while permitting the agent to continue to receive voice communications from the customer) when the agent initiates work on the second work item. When the agent wishes to return to the first work item, he or she must remove the call from hold status or otherwise request the outgoing channel to be enabled for outgoing communications from the agent to the customer. The request (such as "line one please") can be automatically generated when certain types (e.g., keywords) and/or levels of voice energy are provided by the agent for transmission to the customer over the talk path. In that event, the spoken voice energy is buffered until the talk path is reactivated or enabled and thereafter transmitted to the customer.
The tracking agent 232 can assume an agent is working on a second item rather than a first item when the agent spends more than a predetermined time in the second item. In particular, when the agent spends more than a predetermined threshold of time previewing a particular work item the tracking agent would treat that period of time plus any ensuing previewing time as time spent working on the previewed item. This threshold permits the agent to scroll through an email, for instance, and only when the agent stops to read the email does time tracking against the work item being previewed begin.
The tracking agent 232 can further monitor for markers or indicators to identify whether or not the customer is in work mode and what work item the agent is currently servicing. The markers include, for example, a cursor marker, a voice marker, and a video marker (e.g., particular movement).
The cursor marker indicates cursor (window) location and/or activity (e.g., typing, clicking on an icon, selecting a window, etc.). For example, when the cursor is located in a particular window and/or is active in that window the agent 232 can assume that the agent is working on a specific work item associated with the window or is not working (e.g., is in preview mode), depending on the information displayed in the window. Alternatively, engagement on a different work item can be detected implicitly in the application (e.g., receiving a request to preview a work list, movement through a work list, another work item is activated by clicking on an icon or window, or a new unrelated application is brought up by the agent by clicking on an icon).
The voice marker indicates the amount and type of voice energy being transmitted and/or received by the agent. A voice energy detector (not shown), such as a call classifier, can identify, on the one hand, when a particular speaker is engaged actively in a conversation (or the agent is working on the voice call) or, on the other hand, when the particular speaker is on auto-acknowledge (e.g., saying something like "yes", "ah ha", "yah", "no", "ok", or "nah" every few seconds) to keep the other person talking, when energy other than voice energy (such as music on hold) is being transmitted/received, and/or when no voice energy is detected on either the outgoing or incoming talk path for a determined time period (or the agent is not working on the voice call). When the voice energy detector detects voice energy from only one party over a selected length of time, the tracking agent 232 may conclude that the agent is not actively servicing the work item associated with the voice communication.
In applications where multi-tasking is to be discouraged, when the agent is servicing a work item the tracking agent can restrict information regarding other work items being displayed to the agent. For example, the subject of the other work item can be omitted from a display of information regarding the work item.
Whenever the tracking agent 232 detects that an agent is engaged on a different work item, the previous work item is automatically stopped from a tracking perspective and tracking starts on the new work item. For example, if an agent is talking with a customer and the agent activates an email by opening it, the call work time ends and the email work time begins. While an agent can only have work time accumulating for one work item at a time, one can track the amount of time an agent spends with more than one work item active (i.e., the amount of time spent multi-tasking). When work time is automatically stopped on an existing work item because the agent engages on a new work item, the existing work item could have additional time tracking of "engaged elsewhere (or non-work-item-specific) time."
The tracking agent 232 may also automatically alter the agent's Graphical User Interface or GUI and/or Telephone User Interface or TUI when the tracking agent detects a change in work items. For example, when the agent returns again to a voice communication from an email the tracking agent 232 may cause a previously provided display of information associated with the voice communication (e.g., customer profile and/or other context of the particular contact) to be displayed again to the agent. By way of further illustration, the tracking agent 232 in the foregoing example may cause the configuration/control settings of the TUI of the agent to change.
The operation of the tracking agent 232 will now be discussed with reference to
In step 300, the tracking agent 232 receives a marker notification (or notification of a change of agent focus) from an application in the contact center. As noted, the marker notification typically refers to the incidence of a marker or a command issued by or on behalf of the agent.
In decision diamond 304, the tracking agent 232 determines whether the marker notification is issued in respect of a change by the corresponding agent from a first work item on a first communication medium or set of communication media to a different (second) work item on a different (second) communication medium or set of communication media. For example, when the first work item is a voice communication, the second work item is associated with a nonvoice communication medium, such as email, instant messaging, and Web or text chat. When the first work item is a text communication, the second work item is associated with a voice communication medium, such as a circuit-switched voice call, Voice Over IP or VoIP, and the like. When the marker notification is issued with respect to a change related to the communication medium of the current active work item of the human agent, the tracking agent 232 assumes that the human agent has not changed to a second different work item while the first work item is still active. When the notification does not relate to a different communication medium, the notification is deemed to be insignificant with regard to multi-tasking (but it may still be significant with regard to tracking the agent's time since the agent focus has changed from one contact to another) and the tracking agent 232 returns to step 300 and awaits the next notification. When the notification does relate to a different communication medium, the tracking agent 232 proceeds to decision diamond 308.
In decision diamond 308, the tracking agent 232 determines whether or not the agent that is the subject of the notification is in work mode. The non-work mode is deemed to apply when the agent is performing activities not related directly to a given work item. For example, the preview or work item selection operation is considered to be an activity in the non-work mode except as noted above. The agent can also be idle for a predetermined period of time and be considered to be in the non-work mode. The work mode, conversely, is deemed to apply when the agent is performing activities related directly to a given work item, such as conversing with a customer, preparing to service a work item before receipt of the work item, wrapping up the work item after the contact, and the like.
When the notification is from a marker or activity that is not considered to be the work mode, the tracking agent 232 proceeds to step 312 and causes the updating agent to stop the timer for the currently active work item and start a timer for the non-work mode activity (e.g., preview) and increment a non-work or preview counter, as desired. The counter tracks the number of times over a specified time period that the agent performs a non-work function, such as a preview. The tracking agent 232 then returns to step 300 and awaits the next notification.
When the notification is from a marker or activity that is considered to be the work mode, the tracking agent 232 proceeds to decision diamond 320.
In step 320, the tracking agent 232 issues an update notification to update the agent and work tracking records in the database 114.
Referring now to
In step 400 of
Returning again to
A number of variations and modifications of the invention can be used. It would be possible to provide for some features of the invention without providing others.
For example, the server and/or switch can be a software-controlled system including a processing unit (CPU), microprocessor, or other type of digital data processor executing software or an Application-Specific Integrated Circuit (ASIC) as well as various portions or combinations of such elements. The memory may be a random access memory (RAM), a read-only memory (ROM), or combinations of these and other types of electronic memory devices.
The present invention, in various embodiments, includes components, methods, processes, systems and/or apparatus substantially as depicted and described herein, including various embodiments, subcombinations, and subsets thereof. Those of skill in the art will understand how to make and use the present invention after understanding the present disclosure. The present invention, in various embodiments, includes providing devices and processes in the absence of items not depicted and/or described herein or in various embodiments hereof, including in the absence of such items as may have been used in previous devices or processes, e.g., for improving performance, achieving ease and/or reducing cost of implementation.
The foregoing discussion of the invention has been presented for purposes of illustration and description. The foregoing is not intended to limit the invention to the form or forms disclosed herein. In the foregoing Detailed Description for example, various features of the invention are grouped together in one or more embodiments for the purpose of streamlining the disclosure. This method of disclosure is not to be interpreted as reflecting an intention that the claimed invention requires more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive aspects lie in less than all features of a single foregoing disclosed embodiment. Thus, the following claims are hereby incorporated into this Detailed Description, with each claim standing on its own as a separate preferred embodiment of the invention.
Moreover though the description of the invention has included description of one or more embodiments and certain variations and modifications, other variations and modifications are within the scope of the invention, e.g., as may be within the skill and knowledge of those in the art, after understanding the present disclosure. It is intended to obtain rights which include alternative embodiments to the extent permitted, including alternate, interchangeable and/or equivalent structures, functions, ranges or steps to those claimed, whether or not such alternate, interchangeable and/or equivalent structures, functions, ranges or steps are disclosed herein, and without intending to publicly dedicate any patentable subject matter.
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