Automatic contact center administration updates based on acceptance of a broadcast request

Methods and systems for automatically implementing contact center administration updates based on acceptance of a broadcast request are provided. In particular, a request can be broadcast to a target audience. Acceptance of the request by members of the target audience automatically implements changes defined in connection with the request for accepting agents. The broadcast request can be recalled under certain conditions. In addition, the action or actions implemented in response to the acceptance of the request can be undone under various conditions.

FIELD

The present invention is directed to contact center monitoring and control. More particularly, embodiments provide for the implementation of commands entered with respect to a contact center upon the acceptance of a broadcast request.

BACKGROUND

Contact centers, which typically are associated with human agents, are used to provide customer service and support. The agents associated with a contact center can be assigned to handle contacts that have been placed in one or more queues established by the contact center. In general, different agents are assigned to handle contacts from different queues based on the attributes or requirements of the queues, and the attributes or capabilities of the individual agents. Usually, agents associated with a contact center are capable of handling contacts from different queues. However, agents are usually assigned to handle contacts from queues to which the individual agents are best matched. Individual queues associated with the contact center can experience unacceptably long wait times, or can otherwise enter an in trouble status, when an unusually large number of contacts are placed in a queue, where an inadequate number of agents are assigned to handle contacts from the queue, or for other reasons. Therefore, it is sometimes necessary or desirable to alter agent assignments.

In order to maintain service requirements, for example to avoid wait times that are too long, systems have been developed to reallocate agents automatically. Automatic systems typically implement algorithms that enable or disable queue assignments. Alternatively or in addition, contact centers can be controlled manually by a supervisor or administrator. For example, an administrator can change the queue assignments for individual agents or sets of agents. In addition to changing the control parameters associated with the operation of automatic call distribution systems, supervisors can initiate communications to agents on an individual basis, to request that the agent assist with handling contacts from an in trouble queue. However, previous systems do not allow a supervisor to initiate a broadcast request for agents to accept modified duties that can be implemented automatically upon an affirmative response from a receiving agent. Previous systems also do not provide notification to agents that the agents' queue allocations have changed. Moreover, previous systems do not provide for the automatic expiration of an administered change or a request to modify duties when the need has been met, or under other circumstances.

SUMMARY

Systems and methods that support the sending of broadcast messages to agents in a contact center related to actions to address the health or performance of a queue within the contact center are provided. More particularly, a supervisor can send a real time or non-real time message requesting that agents volunteer to address a problem with respect to a queue. The target audience of agents can accept, ignore, or decline the request. If the request is accepted, the action defined by the supervisor can be applied for the agents accepting the request automatically. The action can include a reassignment of the accepting agents from a previously assigned queue to a queue in trouble. In addition, changes entered with respect to agents who accept the action can be reversed under certain conditions. These conditions can, for example but without limitation, include the reversal of the action by the supervisor, the expiration of a predetermined period of time, or the return of the queue to a healthy status.

Methods in accordance with embodiments of the present invention can include identifying members of a target audience. The members of the target audience can include agents who are capable of assisting a selected queue. As an example, but without limitation, such agents can include agents previously assigned to the selected queue who are assigned to a queue requiring skill sets related to the selected queue, and who have an assigned attribute that is currently disabled. The agents in the target audience can respond individually to the broadcast message by accepting or rejecting the request. If the request is accepted by an agent, the action defined by the supervisor will be applied for that agent. For example, an agent assigned to a different queue can be reassigned to the selected queue. As a further example, an agent assigned to the selected queue but working on another queue can be assigned a higher proficiency level with respect to the selected queue. The method can additionally include determining whether a sufficient number of agents within the target audience have responded with an acceptance of the request. If a sufficient number of agents have responded by accepting the request, the broadcast request with respect to other agents within the target audience can be rescinded. The broadcast request can also be rescinded under other conditions, such as a manual reversal of the request by the supervisor, the expiration of a predetermined period of time, or a return of the selected queue to a healthy status. In addition, a supervisor can make an additional broadcast request, for example to a different or a larger target audience if the initial broadcast request was not effective.

Systems implementing embodiments of the present disclosure can provide an automatic call distribution (ACD) control system application and/or a monitor and control application running on an ACD server and/or a supervisor device. The applications can provide a user interface that presents information regarding the health of queues within the contact center to the supervisor. Through the user interface, the supervisor can initiate broadcast messages to target audiences. The applications can further identify agents who accept the broadcast requests, and can enter changes to implement the action defined by the supervisor or recommended by the system. For example, if the system knows that an agent is not currently assigned and the selected queue needs additional agents, the system can recommend adding the selected queue assignments with a sufficient proficiency such that the selected queue takes priority. The application can further operate to rescind the broadcast request when a sufficient number of agents have responded with an acceptance, after a predetermined period of time has elapsed since the broadcast request was sent, after the selected queue has returned to a healthy status, or in response to manual input by the supervisor.

Methods in accordance with embodiments of the present disclosure include identifying members of a target audience to receive a broadcast request. The method initially includes assigning an action to be applied upon an acceptance of the broadcast request by a member of the target audience. The message is then sent to the members of the target audience. In response to receiving an acceptance of the broadcast request from a member of the target audience, the action indicated by the broadcast message is implemented. In accordance with further embodiments, implementing the action includes a reallocation of at least some of the members of the target audience that responded with an acceptance of the broadcast request. The method can additionally include selecting a queue of a contact center, wherein identifying members of a target audience includes identifying contact center agents who can be assigned to the selected queue. The selected queue can be a queue that is identified as a queue that is in trouble. The reallocation of at least some of the members of the target audience that responded with an acceptance of the broadcast request is effected by at least one of: assigning at least one contact center agent to the selected queue, and altering a proficiency level of at least one contact center agent with respect to the selected queue. In accordance with further embodiments, the action indicated by the broadcast message can be reversed and/or the broadcast message can be rescinded. Reversing the action and/or rescinding the broadcast message can be performed after at least one of: the receipt of a sufficient number of acceptances from members of the target audience; the expiration of a predetermined period of time; a manual input to reverse the action or to rescind the message; and a return of the selected queue to a healthy state. The action indicated by the broadcast message is not taken with respect to a member of the target audience who declines to accept the action indicated by the message. A member of the target audience can be deemed to decline to accept the action indicated by the message where that member of the target audience has failed to respond with an acceptance of the broadcast message within a predetermined period of time. Identifying the members of the target audience can include selecting contact center agents from an ordered list of contact center agents. In accordance with at least some embodiments of the present disclosure, the broadcast message is sent to the members of the target audience as at least one of: an instant message, an email, a voice message, a voicemail message, or a collaboration message.

In accordance with further embodiments, a computer readable medium having stored thereon computer executable instructions causing a processor to execute a method for entering actions in response to acceptance of a request by agents in a communication system that includes at least a first contact center is provided. The instructions include instructions to identify at least a first queue maintained with respect to the first contact center. The instructions are further operable to send a message to each of the agents included in an identified target audience, wherein the message includes a request to assent to an action to be applied in response to an acceptance of the request by a member of the target audience. Moreover, the instructions include instructions to identify agents included in the identified target audience who indicate an acceptance of the request. The instructions further apply the action indicated by the message for the agents who have responded with an acceptance of the request. The action indicated by the message can include a modification of an assignment of the agents included in the identified target audience. In addition, an action modifying an assignment of the agents included in the identified target audience can be performed for those agents indicating an acceptance of the request through the application of the action for the agents who have responded with an acceptance of the request. The action modifying an assignment of the agents included in the identified target audience performed for at least some of the agents indicating an acceptance of the request can be reversed after at least one of: a manual reversal of the action; an expiration of a predetermined period of time; and a determination that a queue to which the agents indicating an acceptance of the request are assigned as a result of the action is in a healthy state. The instructions can further include instructions to receive input from a supervisor assigning the action to be applied in response to an acceptance of the request. In addition, the instructions can include instructions to receive input from the supervisor selecting a queue for which the action is to be applied and selecting the members of the target audience.

In accordance with further embodiments, an automatic call distribution (ACD) system is provided. The ACD system includes a plurality of agent workstations, wherein at least some of the agent workstations are associated with a human agent. The system initially includes an ACD server, wherein the plurality of agent workstations are interconnected to the ACD server. The ACD server includes a processor, memory, and application programming stored in the memory and executed by the processor, wherein at least a first queue of contacts is established by the ACD server, wherein the application programming is operable to provide information regarding a status related to the first queue, and wherein the application programming is operable to receive commands related to an assignment of human agents to the at least a first queue. The system additionally includes a user interface running on at least one of the ACD server and a supervisor device, wherein the user interface is operable to receive input from a user to send a request to a set of human agents to take an action to modify a current assignment of the human agents, wherein the message is sent to the human agents, and wherein the application programming of at least one of the ACD server and the supervisor device is operable to implement the action to modify a current assignment of those human agents who have indicated as sent to the request. The application programming can additionally operate to rescind the broadcast message after at least one of: a sufficient number of agents accept the request, the request is recalled, a predetermined period of time has expired, and the queue has returned to a healthy status. The application programming can additionally operate to reverse the action to modify a current assignment of those human agents who have indicated assent to the request after at least one of: a manual reversal of the action; an expiration of a predetermined period of time; and a determination that a queue to which the agents indicating an acceptance of the request are assigned has returned to a healthy state. In accordance with embodiments of the present disclosure, the human agents who have indicated assent to the request are those agents who have provided an input through an associated agent workstation indicating that they accept the request.

Additional features and advantages of embodiments of the present invention will become more readily apparent from the following description, particularly when taken together with the accompanying drawings.

DETAILED DESCRIPTION

FIG. 1is a block diagram depicting components of a communication system100in accordance with embodiments of the present invention. In particular, the communication system100includes one or more call or contact centers104. Although a single contact center104is shown, a communication system100can have any number of contact centers104. In general, the contact center104can be in communication with one or more customer endpoints or devices108via one or more communication networks112. Examples of customer endpoints108include but are not limited to telephones, cellular telephones, and desktop or mobile computing devices, or any other device capable of supporting communications between a customer and a customer service or other agent associated with the contact center104. Moreover, the communications between the contact center104and the customer endpoints108can comprise voice telephony, video telephony, email, instant messaging, short message system, or other real time or non-real time communications. The communication network112can include the Internet, local area network, wide area network, public switched telephony network (PSTN), wireless networks, or a plurality of networks in any combination. The contact center104generally includes a call or contact center server116, such as an automatic contact (or call) distribution system (ACD) server116. The ACD server116is illustratively the Avaya Aura® Call Center Elite enterprise communication-based ACD system. The ACD server116is interconnected to a plurality of agent workstations or endpoints120. The agent workstations120may be connected to the ACD server116by a voice and/or data transmission median or enterprise network128.

The ACD server116generally functions to connect agent workstations120to customer devices or endpoints108through the communication network112, to place customers110in communication with agents122. In addition, the ACD server116maintains queues132for servicing customer calls or other contacts. The different queues132can be used to sort contacts from (or to) customer endpoints108by type, identity of the customer110or contact, or any other attribute. Agents122associated with the agent workstations120are assigned to provide services to contacts that have been placed within one or more of the queues132based on availability and/or weighting factors.

In addition, embodiments of a communication system100can include a supervisor or administrator device124. The supervisor device124is in communication with the ACD server116via the communication network112and/or the enterprise network128. For example, if the supervisor device124is on the premises of the contact center104, communications with the ACD server116may be over a portion of the enterprise network128comprising a wireless (e.g., a Wi-Fi) network. As another example, the supervisor device124may be in communication with the ACD server116over the communication network112, for example via a cellular telephony data network, a Wi-Fi or a wired Ethernet connection outside of the enterprise network128. In general, the supervisor device124provides functionality that allows a supervisor or other user126to monitor the health of the contact center104, and to control aspects of the operation of the contact center104.

The supervisor device124can comprise any device, including a mobile device, capable of presenting information to a supervisor126, and of receiving control commands from the supervisor126. In addition, the supervisor mobile device124is generally a device capable of running an application that provides a browser, template or framework for displaying information and receiving input with respect to such information. In addition, the supervisor device124is a device that is capable of wired or wireless communications over at least one of a variety of network types, including but not limited to cellular data networks (such as 3G or 4G networks), Wi-Fi networks, WiMax networks, Bluetooth connections, Ethernet networks, and the like. Accordingly, a supervisor device124can include, but is not limited to, a desktop computer, a tablet computer, a laptop computer, a Smartphone, a Netbook, a desktop computer, or the like.

FIGS. 2A-2Bare block diagrams depicting components of an ACD system104in accordance with embodiments of the present invention. More particularly, components of an ACD server116are shown inFIG. 2A, while components of a supervisor device124are shown inFIG. 2B.

As the ACD server116and the supervisor device124can, at least partially, be implemented as conventional computing devices, they share certain components in common. For example, each generally includes a processor204capable of executing program instructions. The processor204may include any general purpose programmable processor or controller for executing application programming. Alternatively, the processor204may comprise a specially configured application specific integrated circuit (ASIC). The processor204generally functions to run programming code implementing various functions performed by the associated ACD server116or supervisor device124. For example, with respect to the ACD server116(seeFIG. 2A), the processor204can implement functions including assigning incoming contacts received by the contact center104from customer endpoints108to contact queues132and to agent workstations120for handling by associated agents122. As another example, with respect to the supervisor device124(seeFIG. 2B), such functions may include displaying information regarding the operation of the communication system100and/or an included call center104to the supervisor126, and to receiving commands input by the supervisor126with respect to the operation of a contact center104. Moreover, as described in greater detail elsewhere herein, the ACD server116and the supervisor device124operate in cooperation with one another to provide monitoring and control functions to a supervisor126, to assist in the operation of the contact center104.

The ACD server116and the supervisor device124additionally include memory208. The memory208can be used in connection with the execution of programming by the processor204of the associated device116or124, and for the temporary or long term storage of data or program instructions. For example, the ACD server116, as shown inFIG. 2A, can include a monitor and control application220and/or an automatic call distribution application232that is stored in memory208. As an additional example, the ACD server116can operate in connection with the operation of an ACD control system application236stored in the memory208that functions as an adjunct to or in cooperation with the ACD call distribution application232. The memory208of the ACD server116can also function as a store for records or other data218that is related to the ACD or contact queues132maintained by the ACD server116. The memory208included in the supervisor device124, as shown inFIG. 2B, can include a monitor and control application220. As described in greater detail elsewhere herein, the monitor and control application220, whether implemented on one or both of an ACD server116or a supervisor device124, can provide a user interface to display information regarding the operation of the ACD system104to the supervisor126or other user, and to receive control input from the supervisor126or other user. The memory208in the supervisor device124can also provide storage for ACD system104data222. The memory208of the ACD server116and/or the supervisor mobile device124can additionally provide storage for one or more communication applications224. Examples of communication applications224include, but are not limited to, email, instant messaging, voice telephony, video telephony, and the like. The memory208of the ACD server116and/or the supervisor mobile device124can include solid state memory that is resident, removable and/or remote in nature, such as DRAM and SDRAM. Alternatively or in addition, the memory208can include magnetic, optical or other storage devices. Moreover, the memory can include a plurality of discrete components of different types and/or a plurality of logical partitions.

In addition, user input devices212and user output devices216may be provided. With respect to the ACD server116, such devices212and216can be used in connection with the monitoring and control of the ACD system104by a supervisor126or an administrator in a conventional fashion, in which the supervisor126or administrator is tethered to the contact center104. With respect to the supervisor device124, the one or more user input devices212or one or more user output devices216facilitate the remote monitoring and control of the ACD system104by the supervisor126through the supervisor device124. Examples of user input devices212include a keyboard, a numeric keypad, touch screen, microphone, scanner, and pointing device combined with a screen or other position encoder. Examples of user output devices216include a display, a touch screen display, a speaker, and a printer. As can be appreciated by one of skill in the art, a touch screen display may comprise a combined user input212and user output216device. The ACD server116and the supervisor mobile device126also generally include a communication interface228to interconnect the server116or device126to the networks112and128.

FIG. 3depicts an exemplary page or screen that can be presented to a supervisor126or other user by a user interface304in accordance with embodiments of the present invention. The user interface304can be generated through operation of the ACD control system application236on one or a plurality of contact center servers116within the communication system100, and/or in connection with a monitor and control application220running on an ACD server116and/or on a supervisor device124. The user interface304can display information generated by the ACD application232and/or stored as ACD data218. The user interface304can be presented by a user output216of a contact center server116and/or a supervisor device124. Moreover, the user interface304can be interactive, in that it can provide fields, regions, buttons, menus, or other features to enable the user interface to receive input from a supervisor or administrator126, including input concerning the control of a contact center104, as well as to present information to the supervisor126textually and/or graphically.

More particularly, the user interface304presents queue status display information308, with lines of data or queue information312that each display health information concerning a queue132associated with a contact center104. The user interface304can, for example and without limitation, comprise a touch screen display212,216. The user interface also presents a set or stack of agents316, in which individual agents122are each represented by a tile320. The set of agents316can include a representation of all of the agents122associated with the contact center104. Alternatively, the set of agents316can include those agents122who are candidates for assignment to a selected queue132, and/or who are already assigned to a selected queue132. The set of agents316, as a further alternative, can include those agents122identified as a result of the performance of a search or the application of a filter implemented or initiated in response to input from the supervisor126. Moreover, the user interface304can allow or provide a means by which a supervisor126can identify or select the members of a target audience from the set of agents316.

In accordance with embodiments of the present disclosure, the user interface304can additionally include a message composition field324. As can be appreciated by one of skill in the art after consideration of the present disclosure, the message composition field324can operate in association or cooperation with one or more communication applications224. The message composition field324can include various subfields, such as a recipient address field328, a message text field332, and a defined action field336. The recipient address field328allows a supervisor126to enter the addresses of the members of the target audience (i.e., agents122). Alternatively or in addition, the recipient address field328can be populated automatically, for example in response to the selection of tiles320representing individual agents122or sets of agents from the list of agents316. The message text field332allows the supervisor126to enter text, such as text describing the nature of the request that the supervisor126is making. As an example for purposes of illustration, and without limitation, the message text could identify a queue132that requires additional assistance, and that asks the agents122receiving the message (the target audience) to volunteer to discontinue their current status or activity in order to accept contacts from the in trouble queue132. The message text field332can also be used to provide a description of the action that will be taken if an agent receiving the message accepts or otherwise assents to the request. For example, and without limitation, the message text332can include a statement that an agent122will be assigned to receive contacts from the queue132in trouble if they respond by accepting the request.

The defined action subfield336can be used to indicate the action that will be implemented in connection with any agent122who responds to the request with an acceptance. For example, and without limitation, a defined action336can include an assignment of an accepting agent122to the queue132in trouble.

FIG. 4depicts an example broadcast message404in accordance with embodiments of the present disclosure. The message404can include the message text332entered by the supervisor126. The message404can also include a description of the defined action336that will be taken if the recipient accepts or assents to the action. In addition, the message404can include input fields or radio buttons that can be selected by a receiving agent122. As examples, a radio button marked “accept”408can be selected if the agent122accepts or assents to the request set forth in the message404. Upon acceptance of the request, the action indicated by the message can be implemented. For example, by selecting the accept button408, a signal can be sent to the ACD control system application236, and in response, the ACD control system application236will implement the defined action336with respect to the accepting agent122. As a further example, the message404can include a button marked “reject”412. By selecting the reject button412, an agent122can indicate a refusal to accept the request. The acceptance or rejection of the request by an agent122can be recorded by an operational transaction data store, for example as ACD data218, and/or by the ACD control system application236. As an example, the acceptance of the request by an agent122receiving the broadcast message can be communicated to the ACD control system application236via a communication application224, and/or a communication function of a monitor and control application220and/or the ACD control system application236.

With reference now toFIG. 5, aspects of a method for performing automatic contact center104administration updates based on acceptance of a broadcast request are depicted. Initially, at step504, a target audience is identified. The target audience can be selected by a supervisor126, through input entered in connection with the user interface304. In general, the target audience includes a set of agents122associated with the contact center104. Moreover, the agents122included in the target audience can comprise those agents122who are qualified to handle contacts associated with a selected queue132. At step508, a request is broadcast, for example in the form of a message404, to the members of the target audience. The message can comprise a request that agents122receiving the message volunteer to accept contacts from a selected queue132. Typically, but not necessarily, the selected queue132is a queue that is in trouble, such as a queue that is experiencing unacceptably long wait times, or that is otherwise in an unhealthy state. Responses by the target audience members are then identified (step512). Responses can include responses that accept the request (step516), and responses declining the request (step520). In addition, a response comprising a request that has been ignored can be identified, for example where the request is not responded to within a predetermined period of time (step524).

Responses to the request are received at the monitor and control application220and/or the ACD control system application236, or a determination that a request has been ignored can be made by one of these applications, or by some other application (step528). At step532, a determination can be made as to whether a sufficient number of acceptances have been received. A sufficient number of acceptances can be defined as a predetermined number of acceptances. The sufficient number of acceptances can be a fixed number, or can be a variable number based on the attributes of the agents122who have accepted the request. For example, a smaller number of acceptances may be deemed sufficient where the accepting agents122are, on average, associated with a high skill level. Conversely, a relatively larger number of acceptances may be required where the accepting agents122are, on average, associated with a relatively low skill level. If a sufficient number of acceptances have not been received, a determination can next be made as to whether the request has been recalled (step536). For example, a supervisor may manually discontinue or recall the message presenting the request. If the request is not recalled, a determination can next be made as to whether a predetermined period of time has expired since the broadcast message was sent (step540). If a predetermined period of time has not expired, a determination can be made as to whether the queue132with respect to which the request was made has returned to a healthy state (step544). If a sufficient number of acceptances have been received, the request has been recalled, the predetermined period of time has expired, and/or the queue132is returned to a healthy status, the request can be recalled or rescinded (step548). Rescinding the request can include discontinuing a presentation of the request by the agent workstations120associated with the agents122in the target audience. For example, where a message404comprising the request is presented by the agent workstations120of the agents122in the target audience through operation of the ACD control system application236and/or other applications executed by the ACD server116, the presentation of the message404can be discontinued. As a further example, where the message404is sent as an instant message, that instant message can be recalled, and/or a subsequent instant message indicating that the request has been recalled can be sent to the target audience. As a further example, where the message404is sent as an email, the email can be recalled, and/or a further email indicating that the request has been recalled can be sent to the members of the target audience.

After recalling the message404, or if the message404has not been rescinded, a determination can be made as to whether the action has been reversed (step552). More particularly, the action implemented with respect to agents122who accept the request can be reversed in response to input by the supervisor126. Such input can be entered through the user interface304. If the action has not been reversed, a determination can next be made as to whether a predetermined period of time since the action was implemented has expired (step556). If the predetermined period of time has not expired, a determination can next be made as to whether the queue132with respect to which the request was made has returned to a healthy status (step560). If the action has not been reversed, the predetermined period of time has not expired, or the queue132has not returned to a healthy status, the process can return to step532. If the action has been reversed, the predetermined period of time has expired, or the queue132has returned to a healthy status, the action can be undone or reversed (step564). Undoing the action can include returning the status of the agents122who accepted the request to the status they were in prior to accepting the request. For example, queue assignments made with respect to an agent who accepted the request can be removed. Alternatively or in addition, the agents122who had accepted the request can be placed in their scheduled status, for the time at which the action is undone. The process can then end.

Embodiments of the disclosed invention provide for automatic contact center administration updates based on acceptance of a broadcast request. The broadcast request can be made through real time or non-real time requests or messages that apply an administration update for those recipient agents122accepting the broadcast request. The broadcast request can expire based on a sufficient number of acceptances, the expiration of some period of time, the return of the queue132associated with the request to a status in which all of its objectives are being met, a manual recall by the supervisor126, or the like. As a result, a broad range of recipient agents122can be targeted with the request, and administration changes can automatically be applied only to those agents that affirmatively accept the request. Moreover, the system is flexible in that the supervisor can assign the action that is taken upon an acceptance of the request by an agent122in response to the broadcast message. Moreover, the action taken with respect to agents122that accept the request reversed or undone based on time, the return of the queue to a state in which the business objectives of the queue are being met, or a manual recall.