Method and system for distributing calls

A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.

TECHNICAL FIELD OF THE INVENTION

This invention relates in general to communication systems and, more particularly, to a method and system for distributing calls.

BACKGROUND OF THE INVENTION

Automatic call distributors (ACDs) and other contact or call centers typically include specialized systems designed to match incoming requests for service, for example a telephone call or an e-mail, with a resource that is able to provide that service, for example a human call center agent. ACDs generally perform one or more of the following functions: (i) recognize and answer incoming calls; (ii) review database(s) for instructions on what to do with a particular call; (iii) using these instructions, identify an appropriate agent and queue the call, often times providing a prerecorded message; and (iv) connect the call to an agent as soon as the agent is available.

Hosted ACD call centers enable customers to focus on their core business while reducing capital expenditure and freeing them from the hassle of managing call center resources (e.g., agents and equipment). Such hosted centers may provide equipment, agents and supervisors to handle incoming calls on behalf of customers (clients). As part of the contract between the hosted ACD service provider and their clients, a service level agreement (SLA) may be negotiated. One key aspect of the SLA is meeting predetermined service level goals (SLGs) or targets such as answering a specified percent of incoming calls are within a predetermined time (e.g., 80% of incoming calls must be answered within 20 seconds). The hosted ACD service provider may be paid in accordance with its ability to meet the agreed upon SLA.

Hosted ACD software typically handles incoming calls in a linear first in first out (FIFO) algorithm. More sophisticated systems may provide priority queues for more important customers; but again within each queue, callers are serviced in accordance with the linear FIFO algorithm.

Some systems, such as those from Avaya, aim to improve the service level (SL) by dynamically moving agents between queues. To achieve this functionality, these systems continuously calculate the SL for each queue. If they find that a certain queue is able to meet its target SLA while another queue is falling behind, the system automatically moves agents from the queue that meets the SL to the queue that is falling behind.

SUMMARY OF THE INVENTION

The present invention provides a method and system for distributing calls that substantially eliminates or reduces at least some of the disadvantages and problems associated with previous methods and systems.

In accordance with a particular embodiment, a method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.

In accordance with another embodiment, a method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes selecting, for distribution to the first agent, a call out of the plurality of calls in the queue. The selected call comprises a call other than a call that has spent the most time in the queue out of the plurality of calls in the queue. The method includes distributing the selected call to the first agent. Selecting, for distribution to the first agent, a call out of the plurality of calls in the queue may comprise selecting, for distribution to the first agent, a call out of the plurality of calls in the queue based on a service level goal.

Technical advantages of particular embodiments include systems and methods that provide call distribution in a non-sequential manner to increase service level performance. Thus, calls waiting in queue may be skipped for immediate distribution and doing so may improve service level performance. In some embodiments, the number of times calls may be skipped and/or the amount of time calls may wait in queue may be limited. Providing non-sequential distribution of queue calls may improve efficiency of call centers by allowing them to maintain certain levels of performance without having to shoulder increased expenses.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1illustrates a communication system30including a plurality of endpoints32a-32dhaving the ability to establish communication sessions between each other and/or automatic call distributors (ACDs)34a-34d, using one or more of communication networks36a-36c. ACDs are specialized communication systems designed to route incoming calls to available agents, so that calls are properly and/or evenly distributed. For the purposes of this specification, “automatic call distributor” or “ACD” shall refer to any combination of hardware, software and/or embedded logic which is operable to automatically distribute incoming calls. ACDs may comprise hosted or non-hosted call centers. “Calls” shall include requests for service transmitted using any audio and/or video means, including signals, data or messages transmitted through voice devices, text chat, web sessions, facsimile, instant messaging and e-mail. ACDs may include outsourced call centers or other contact centers that receive incoming customer calls for distribution to agents and that may place calls from agents to customers.

In particular embodiments, ACDs distribute queued calls to agents in a non-sequential manner to the order that the calls were received to increase service level performance. Thus, calls waiting the longest time in queue may be skipped for immediate distribution and doing so may improve service level performance. In some embodiments, the number of times calls may be skipped and/or the amount of time calls may wait in queue may be limited. Providing non-sequential distribution of queue calls may improve efficiency of call centers by allowing them to maintain certain levels of performance without having to shoulder increased expenses.

In the illustrated embodiment, communication network36ais a local area network (LAN) that enables communication between a plurality of endpoints32a-32dand ACDs34a-34ddistributed across multiple cities and geographic regions. In another embodiment, a single, central ACD may be used, which distributes incoming calls to agents distributed across multiple cities and geographic regions. Communication network36bis a public switched telephone network (PSTN) and couples endpoint32band ACD34cwith communication network36athrough gateway38. Communication network36cis another LAN, which couples endpoints32cand32dand ACD34dwith communication network36a. Accordingly, users of endpoints32a-32dand automatic call distributors34a-34dcan establish communication sessions between and among each network component coupled for communication with one or more of networks36a-36c. Communication links37aand37bcouple communication networks36aand36b, and communication networks36aand36c, respectively. In the illustrated embodiment, communication link37bis a wide area network (WAN), which couples LANs36aand36c. A call admission control (CAC) system45may be used to monitor and police the bandwidth available over WAN37b.

Communication network36aincludes a plurality of segments40and nodes41that couple endpoint32awith ACDs34aand34b, gateway38and communication networks36b-36c. Therefore, a user of endpoint32ais provided with access to endpoints32b-32d, and automatic call distributors34a-34d. Nodes41may include any combination of network components, gatekeepers, call managers, conference bridges, routers, hubs, switches, gateways, endpoints, or other hardware, software, or embedded logic implementing any number of communication protocols that allow for the exchange of packets in communication system30.

Although the illustrated embodiment includes three communication networks36a-36c, the term “communication network” should be interpreted as generally defining any network capable of transmitting audio and/or video telecommunication signals, data, and/or messages, including signals, data or messages transmitted through text chat, instant messaging and e-mail. Any one of networks36a-36cmay be implemented as a local area network (LAN), wide area network (WAN), global distributed network such as the Internet, Intranet, Extranet, or any other form of wireless or wireline communication network. Generally, network36aprovides for the communication of packets, cells, frames, or other portions of information (generally referred to as packets herein) between endpoints32a-32d. Communication network36amay include any number and combination of segments40, nodes41, endpoints32a-32d, and/or ACDs34a-34d.

In a particular embodiment, communication network36aemploys voice communication protocols that allow for the addressing or identification of endpoints, nodes, and/or ACDs coupled to communication network36a. For example, using Internet protocol (IP), each of the components coupled together by communication network36ain communication system30may be identified using IP addresses. In this manner, network36amay support any form and/or combination of point-to-point, multicast, unicast, or other techniques for exchanging media packets among components in communication system30. Any network components capable of exchanging audio, video, or other data using frames or packet, are included within the scope of the present invention.

Network36amay be directly coupled to other IP networks including, but not limited to, another LAN or the Internet. Since IP networks share a common method of transmitting data, telecommunication signals may be transmitted between telephony devices located on different, but interconnected, IP networks. In addition to being coupled to other IP networks, communication network36amay also be coupled to non-IP telecommunication networks through the use of interfaces or components, for example gateway38. In the illustrated embodiment, communication network36ais coupled with PSTN36bthrough gateway38. PSTN36bincludes switching stations, central offices, mobile telephone switching offices, pager switching offices, remote terminals, and other related telecommunications equipment that are located throughout the world. IP networks transmit data (including voice and video data) by placing the data in packets and sending each packet individually to the selected destination, along one or more communication paths. Unlike a circuit-switched network (like PSTN36b), a dedicated circuit is not required for the duration of a call or fax transmission over IP networks.

Technology that allows telecommunications to be transmitted over an IP network may comprise Voice over IP (VoIP), or simply Voice over Packet (VoP). In the illustrated embodiment, endpoint32d, ACDs34a-34b, and gateway38are IP telephony devices capable of participating in IM, video, and other multimedia communication sessions. IP telephony devices have the ability of encapsulating a user's voice (or other input) into IP packets so that the voice can be transmitted over network36a. IP telephony devices may include telephones, fax machines, computers running telephony software, nodes, gateways, wired or wireless devices, hand held PDA, or any other device capable of performing telephony functions over an IP network.

In particular embodiments, communication system30may receive and transmit data in a session initiation protocol (SIP) environment. SIP is an application-layer control protocol that includes primitives for establishing, modifying and terminating communication sessions. SIP works independently of underlying transport protocols and without dependency on the type of session that is being established. SIP also transparently supports name mapping and redirection services, which support personal mobility.

It will be recognized by those of ordinary skill in the art that endpoints32a-32d, ACDs34a-34dand/or gateway38may be any combination of hardware, software, and/or encoded logic that provides communication services to a user. For example, endpoints32a-32dmay include a telephone, a computer running telephony software, a video monitor, a camera, an IP phone, a cell phone or any other communication hardware, software and/or encoded logic that supports the communication of packets of media (or frames) using communication network36a. Endpoints32a-32dmay also include unattended or automated systems, gateways, other intermediate components or other devices that can establish media sessions. AlthoughFIG. 1illustrates a particular number and configuration of endpoints, ACDs, segments, nodes, and gateways, communication system30contemplates any number or arrangement of such components for communicating media.

FIG. 2illustrates ACD34ain more detail, in accordance with a particular embodiment of the present invention. In the illustrated embodiment, ACD34aincludes a call manager42, an interface or input ports44, a processor46, memory module50, queues54, a distributor56and a call counter58. Interface or input ports44couple ACD34awith communication network36a. Processor46may be a microprocessor, controller, or any other suitable computing device, resource, or combination of hardware, software and/or encoded logic. Processor46may work in conjunction with other components of ACD34ato provide functionality of ACD34adiscussed herein. Memory module50may be any form of volatile or non-volatile memory including, without limitation, magnetic media, optical media, random access memory (RAM), read-only memory (ROM), removable media, or any other suitable local or remote memory component. Memory module50may store any suitable information necessary to accomplish the ACD functionality described herein.

The illustrated embodiment includes agents48associated with ACD34a. It should be understood that ACDs in accordance with various embodiments may be associated with any suitable number of agents48. The illustrated embodiment also includes callers60. Agents48use respective endpoints49to communicate with callers to ACD34a, and callers60use endpoints62to communicate with agents48associated with ACD34a. Endpoints49and62may be similar to one or more of the endpoints described above with respect toFIG. 1, such as IP phone endpoint32d. It should be understood that endpoints49and62may be coupled to ACD34athrough one or more communication networks, such as the communication networks described above with respect toFIG. 1which may include one or more WANs or LANs as indicated above.

Call manager42maintains information on all agents and other users of system30and facilitates communication among users. Call manager42may be any combination of hardware, software, and/or encoded logic and is used by ACD34ato manage agents48and other users of system30. In particular embodiments, call manager42may maintain a listing, table, or other organization of information about agents48and other users of system30. The information may include a name or other identifier for each agent48and other user. The information may also include contact information such as phone numbers and email addresses for the agents48and users. For identifying agents48a-48dthat may be contacted or otherwise recruited to handle incoming calls received by the ACD34a, call manager42may also include information identifying whether a user of system30is a call agent or performs other tasks within the organization. As is the case with other components of ACD34a, in particular embodiments the functionality of call manager42may be performed by hardware, software or encoded logic distributed throughout a communication network coupled with the ACD.

When an incoming call is received through interface44, processor46determines if a suitable agent48is available to receive an incoming call. If a suitable agent is available to receive the incoming call, distributor56distributes the call to such agent for handling. For example, distributor56may connect a voice or video call with the available suitable agent. If a suitable agent is not available, the call may be placed into a queue54in order to wait for an appropriate agent(s). In this embodiment, ACD34ahas two queues54; however other embodiments of the present invention may have none, one or more than two queues54. The selection of which queue54to place an incoming call may depend on the type of customer making the call, the type of service requested in the call or any other characteristic or condition relating to the call or to ACD34a. While a customer is waiting for an agent, ACD34amay perform one or more of several functions including data collection from the user, playing of pre-recorded messages, or other automated process. As soon as a suitable agent becomes available, distributor56distributes the call to the appropriate agent.

Call counter58comprises any suitable software, hardware or encoded logic that keeps track, for example in connection with processor46, of information associated with calls64. This information may include, for example, call wait time, number of times a call has been skipped for distribution (as discussed below), call center wait time limits, projected abandon times, tolerance times and projected agent availability times.

As indicated above, in many situations multiple calls may be placed in a queue54awaiting connection with an agent. Particular embodiments employ various methods in order to determine an order in which calls placed in queues are distributed to agents that become available to handle the calls. Such methods may be implemented to meet one or more service level goals or commitments of a call center.

As an example, assume that a particular service level (SL) for ACD34ais measured by the percentage of calls that are connected with an agent within twenty seconds. In a specific instance, assume that there are five calls64a-64ein queue54a, each call from one of callers60a-60e. Calls64a-64ehave already spent 21, 19, 18, 15 and 10 seconds, respectfully, in the ACD queue. In addition, assume that there are five agents48a-48ewho are currently servicing previous calls and that they are about to complete handling of their current calls in 1, 2, 3, 4 and 5 seconds, respectively. If ACD34afollowed a first in first out (FIFO) algorithm, calls64a-64ewould be answered after spending 22, 21, 21, 19 and 15 seconds, respectively, in queue54a. Thus, for this small sample, the call center would answer two out of five calls within the twenty second SL interval resulting in a SL of forty percent which is an unacceptable performance.

In particular embodiments, ACD34acan distribute calls64for connection with agents48using a non-FIFO method. As an example, calls64in queue54amay be distributed in the following order: second call64b, third call64c, first call64a, fourth call64dand fifth call64e. This would result in the calls being answered within 20, 20, 24, 19, 15 seconds, respectively. Thus, for this small sample the call center would answer four out five calls within the twenty second SL interval, resulting in a SL of eighty percent, which may be an acceptable performance. In this example, although call64a, which entered into queue54afirst, would spend an additional two seconds in queue, the overall performance of the ACD as measured by the SL would improve. The improved SL from forty percent to eighty percent would be achieved without increasing the average queue time of all calls in queue.

Embodiments may use various different computation methods to determine the order in which calls64waiting in a queue54may be distributed to and answered by agents48. In particular embodiments, ACD34a, for example through processor46, continuously monitors the amount of time each call has spent in a queue54and the prospective time that it would take agents to free up to handle each call in the queue. As an agent frees up (agent48ain this example), rather than simply distributing to the agent the next call64from the queue, ACD34a, for example through processor46, may first check if the call64at the end of the queue (i.e., the call64that has currently spent the most time waiting in the queue—call64ain the illustrated embodiment) has exceeded the SL time goal (e.g., twenty seconds in some cases). If the call has not exceeded the SL time goal, call64ais transferred to agent48awho has freed up.

If call64aat the end of the queue has, however, exceeded the SL time, the system may skip the call for now and go to the next call. In some cases the system may determine whether the wait time for the call has reached a “tolerance before abandon” time. The “tolerance before abandon” time may be a system wide, per queue or per call configurable parameter that indicates a tolerance time range before a call waiting in a queue may be abandoned by, for example, the system or the caller. For example, this tolerance time range may comprise twenty seconds before projected abandonment. Distributing a call that has passed the SL time but has reached a “tolerance before abandon time” may ensure, for customer satisfaction purposes, that particular calls that have already waited in queue for some time, exceeding a SL time, will be distributed to an agent before being abandoned by the call center. Thus, if a call64at the end of a queue has reached the “tolerance before abandon” time limit and an agent becomes free for a connection, the call64may be automatically distributed to the free agent. Some embodiments may not implement the use of a “tolerance before abandon” time limit as a parameter to limit the amount of time that any call may spend in queue. In some cases, a tolerance before abandon time for a particular call may change based on the identity of a caller, the caller's business association or employment status or other characteristic. Thus, the amount of time calls from more important callers may be wait in queue may be limited in particular embodiments.

Continuing the above example, if call64ahas not reached a “tolerance before abandon” time, the system assesses if the second or next call64in the queue (i.e., the call64that has currently spent the second-most time waiting in the queue—call64bin the illustrated embodiment) should be distributed to an agent before the first call in the queue, call64a. For example, in some systems ACD34amay undertake for call64bthe same steps take above with respect to call64a—namely, determining whether the wait time for call64bhas exceeded the SL time. If the wait time for call64bhas not exceeded the SL time, call64bmay be connected to agent48a. If, however, the wait time for call64bhas exceeded the SL time, ACD34amay then undertake the “tolerance before abandon” time determination or may simply proceed to the next call64in the queue.

In other systems, for determining whether call64bshould be distributed to an agent (e.g., agent48a) before call64a, ACD34amay determine whether the next agent most likely to be available (e.g., agent48bin this example) is likely to free up in time to handle call64bbefore call64bexceeds the SL time. If agent48bis likely to free up in time to handle call64bbefore call64bexceeds the SL time, then the system may either automatically distribute call64ato the available agent48aor may undertake for the next call in the queue (e.g., call64c) this same process that has been undertaken for call64b. If agent48bis not likely to free up in time to handle call64bbefore call64bexceeds the SL time, then the system may then distribute call64bto available agent48a. The determination or projection of an amount of time in which a next agent will likely become available and whether the next agent is likely to be available to receive a certain call within a certain time frame may be made using any suitable call traffic methods or algorithms. Various parameters may be taken into account, such as average call handling time, type of call being handled, agent history and feedback from agents currently handling calls (e.g., feedback comprising an agent's on projection while on a call of his ability to complete handling of the call in a certain amount of time or his estimate as to length of time to complete handling of the call).

It should be understood that the various methods for determining a non-FIFO order for call distribution, such as those discussed herein, may be undertaken in an iterative process for each successive call waiting in a queue and, for example, as agents48become available to receive additional calls.

When a call64is skipped in the distribution process (for example, as call64ais first skipped above because its wait time has exceeded the SL time), the ACD tracks this event in call counter58. In some embodiments, ACD34amay be set to allow calls, such as first call64a) to be skipped up to a particular number of times (e.g., two times). In some cases, the number of times a call may be skipped may change based on the identity of a caller, the caller's business association or employment status or other characteristic. Thus, the number of times calls from more important callers may be skipped may be limited or may be set to zero skips in particular embodiments. In accordance with some embodiments, ACD34amay skip the first call64ain queue54aonly if the call had missed the SL answer time by no more than a particular amount of time (e.g., three seconds) constituting a time limit over the SL time. Particular embodiments may employ both a skip limit and a time limit above the SL time (no more than N skips and no more than x seconds of wait time over the missed SL time) in the decision of whether to answer a particular call in the queue.

In some embodiments, ACD34amay skip more than one call64in the top of the ACD queue. The maximum number of calls64at the top of the queue that may be skipped may be a configurable parameter as part of the call center configuration. In some cases, ACD34amay always check if the “tolerance before abandon” time or another time limit passed the SL time is reached by a call64in queue before applying algorithms discussed. Parameters discussed herein, such as skip limits and limits or restraints on call wait times, may be set and altered by one associated with a business or entity using a hosted ACD resources, by an ACD administrator or by any other suitable person according to particular goals and needs.

It will be recognized by those of ordinary skill in the art that ACD34ais merely one example configuration of an ACD for handling calls in accordance with particular embodiments. ACD34amay include any number of interfaces, call managers, processors, memory modules, distributors, queues and call counters to accomplish the functionality and features described herein. For example, although ACD34ais illustrated and described as including call manager42, interface44, processor46, memory module50, two queues54, distributor56and call counter58, these components and other desired components for performing the above described functionality may be centrally located (local) with respect to one another, or distributed throughout communication system30. In addition, one or more components of ACD34amay work together in performing various functionality described herein. For example, distributor56and processor46may work together to distribute calls to agents.

FIG. 3is a flowchart illustrating a method for distributing calls, in accordance with a particular embodiment. The method begins at step100where a plurality of calls are received each for connection with one of a plurality of agents. The calls may be received at separate times. At step102, the plurality of calls are stored in a queue to wait for available agents to receive the calls. At step104, the time that each call has spent waiting in the queue is monitored. At step106, it is determined that a first agent has become available to receive a call. For example, the first agent may have freed up after handling another call or may have just been assigned duty to receive calls.

At step108, the amount of time that the next call in the queue has spent in the queue is determined. For example, the next call in the queue may be the call that has, at the time, spent the most time in the queue. At step110, it is determined whether the amount of time that the next call has spent in the queue exceeds a service level time. In particular embodiments, a service level time may correspond to a particular time that an ACD has committed to or otherwise has as a goal for distributing a received call to an agent. If the amount of time that the next call has spent in the queue does not exceed the service level time, then the call may be distributed to the first agent at step112.

However, if the amount of time that the next call has spent in the queue exceeds the service level time, then the method proceeds to step114where it is determined whether the call has been previously skipped a number of times equaling a skip limit for the ACD or the call. If the call has been skipped a skip limit number of times, then the method proceeds to step116where the call is distributed to the first agent. If the call, however, has not yet been skipped the skip limit number of times, then the call is skipped and the method proceeds to step108where the next call in the queue (e.g., the call that has waited the next-to-most amount of time) undergoes the same process. Particular embodiments may not include skip limit step114. Some embodiments may instead or also look at a maximum time limit that calls may spend in the queue even if they would otherwise be skipped. Some embodiments may automatically distribute a call to the available agent if the call's wait time has reached a tolerance time range before projected abandonment.

Some of the steps illustrated inFIG. 3may be combined, modified or deleted where appropriate, and additional steps may also be added to the flowchart. Additionally, steps may be performed in any suitable order without departing from the scope of the invention.

As indicated above, technical advantages of particular embodiments include systems and methods for distributing calls in a non-sequential manner from a queue that increases the service level that a call center or ACD can provide. In particular embodiments, a non-linear and non-sequential algorithm is used to reduce the number of calls that do not meet a target SLA without impacting overall system performance. Service levels may be improved without increasing the average queue time of all calls in queue or increasing the abandon level. Particular embodiments keep track of the number of times that a given call has been skipped over and prevents the situation of skipping over the first caller more than N times or if a “tolerance before abandon” time limit is reached. Particular embodiments keep track of the time that a given caller has already spent in queue and ensures that callers who have spent more than a pre-determined duration in the queue do not get skipped over. In some embodiments, the system may check the time a caller spent in queue against the “tolerance before abandon” time limit so abandon level is not impacted. Historical reporting may be provided that shows how many calls have been skipped over by other calls in the queue.

Although the present invention has been described in detail with reference to particular embodiments, it should be understood that various other changes, substitutions, and alterations may be made hereto without departing from the spirit and scope of the present invention. For example, although the present invention has been described with reference to a number of elements included within communication system30and ACD34a, these elements may be combined, rearranged or positioned in order to accommodate particular routing architectures or needs. In addition, any of these elements may be provided as separate external components to communication system30, ACD34aor each other where appropriate. The present invention contemplates great flexibility in the arrangement of these elements as well as their internal components.

It should be understood that the architecture and functionality of ACDs and call centers described above is applicable generally to all call or contact centers that operate to answer incoming calls and identify appropriate agents to receive the calls. Accordingly, the described ACDs may include those call or contact centers that are located within an enterprise and are staffed by enterprise employees. ACDs implementing various functionality described herein are not intended to be limited to hosted and outsourced call or contact centers.

Numerous other changes, substitutions, variations, alterations and modifications may be ascertained by those skilled in the art and it is intended that the present invention encompass all such changes, substitutions, variations, alterations and modifications as falling within the spirit and scope of the appended claims.