CA2203218A1 - Agent vectoring - Google Patents

Agent vectoring

Info

Publication number
CA2203218A1
CA2203218A1 CA2203218A CA2203218A CA2203218A1 CA 2203218 A1 CA2203218 A1 CA 2203218A1 CA 2203218 A CA2203218 A CA 2203218A CA 2203218 A CA2203218 A CA 2203218A CA 2203218 A1 CA2203218 A1 CA 2203218A1
Authority
CA
Canada
Prior art keywords
agent
call
conditions
met
work
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA2203218A
Other languages
French (fr)
Other versions
CA2203218C (en
Inventor
Joylee E. Kohler
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Nokia of America Corp
Original Assignee
Lucent Technologies Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Lucent Technologies Inc filed Critical Lucent Technologies Inc
Publication of CA2203218A1 publication Critical patent/CA2203218A1/en
Application granted granted Critical
Publication of CA2203218C publication Critical patent/CA2203218C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5234—Uniform load distribution

Abstract

An ACD system (101) is programmable by an operator of the ACD
system to automatically change the work of a call center agent (106-108) in order to maximize the agent's productivity and to provide a variety of work balanced with"breather" time in order to prevent agent burn-out. The conditions for changing the agent's work and the agent's alternative duties when the conditions are met are both programmed by the operator via a vectoring capability (150) of the ACD system and a scripting language (FIGS. 2-23) for defining the vectors. When an agent becomes available to handle a call from a particular call queue (121-129), the agent's corresponding vector is executed, and the conditions specified by the vector arechecked against the present status of the call center to determine if they are met. If the conditions are not met, the agent is caused to handle a call from the particular call queue. But if the conditions are met, the agent is caused to perform a function specified by the vector, other than handing a call from the particular call queue, even though a call may be waiting for an available agent in that call queue.
CA002203218A 1996-07-02 1997-04-21 Agent vectoring Expired - Fee Related CA2203218C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US674,477 1996-07-02
US08/674,477 US5721770A (en) 1996-07-02 1996-07-02 Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls

Publications (2)

Publication Number Publication Date
CA2203218A1 true CA2203218A1 (en) 1998-01-02
CA2203218C CA2203218C (en) 2000-06-13

Family

ID=24706759

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002203218A Expired - Fee Related CA2203218C (en) 1996-07-02 1997-04-21 Agent vectoring

Country Status (5)

Country Link
US (1) US5721770A (en)
EP (1) EP0817455A3 (en)
JP (1) JPH1093713A (en)
AU (1) AU716067B2 (en)
CA (1) CA2203218C (en)

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US5721770A (en) 1998-02-24
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CA2203218C (en) 2000-06-13
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JPH1093713A (en) 1998-04-10
AU2683797A (en) 1998-01-15

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