Patent ID: 8234141
Filing Date: 2012-07-31
Classification: G06Q,H04M

Abstract:
1. A method for servicing work items in a contact center, the contact center having a plurality of performance goals, comprising: selecting, by a contact center server computer, a first work item for routing to a servicing destination, the first work item being selected from a queue of work items having the same skill requirements; determining, by the contact center server computer, for each of at least two performance goals having different desired service level values, a status of goal realization, the status of goal realization including whether or not a corresponding goal is being met or unmet, wherein the performance goals comprise a plurality of a maximum wait time in a work item queue, a minimum agent staffing level in an agent queue, a minimum revenue realized per serviced work item, a minimum customer satisfaction level, a maximum time for an agent to service a work item, and a minimum number of contacts to be serviced by a set of agents during a selected time period; mapping, by the contact center server computer, the statuses of goal realization for each of the at least two performance goals against possible agent proficiency aspects in a goal satisfaction table to determine an agent proficiency aspect to use in selecting the servicing destination, the goal satisfaction table comprising an ordered set of N agent proficiency aspects, wherein a first agent proficiency aspect from the N agent proficiency aspects is first in the ordered set and corresponds to a mapping where all of the at least two performance goals are met, and wherein an Nth agent proficiency aspect from the N agent proficiency aspects is last in the ordered set and corresponds to a mapping where none of the at least two performance goals are met, and wherein each agent proficiency aspect between the first agent proficiency aspect and the Nth agent proficiency aspect corresponds to each possible combination of goal realization statuses for the at least two performance goals; selecting, by the contact center server computer, the servicing destination based, at least in part, on the agent proficiency aspect determined in the mapping step, wherein the first agent proficiency aspect is one of agent effectiveness, agent revenue generating proficiency, agent customer satisfaction level, ability to cross-sell, and personal agent satisfaction, and wherein the Nth agent proficiency aspect is one of agent speed and agent efficiency; selecting, by contact center server computer, a second work item from the queue of work items, the second work item having the same skill requirements as the first work item; and repeating the determining, mapping, and selecting the servicing destination for the second work item.