Patent Abstract:
Contact centers strive to provide quality customer service in a timely manner as well as to maintain profitability to ensure continued business operations. Having optimal agents available to accept every work item a customer may have is expensive and, when such skills are unneeded, wasteful. Once a work item is received, an optimal agent or agents are identified; however, if the wait time is unacceptable, the work item may be passed to a suboptimal agent who is able to process a portion of the work item. Once the optimal agent becomes available, the work item is joined by the optimal agent or, alternatively, a second non-optimal agent is brought in to address a second portion of the work item.

Full Description:
FIELD OF THE DISCLOSURE 
       [0001]    The present disclosure is generally directed toward systems for routing a communication to an appropriate plurality of communication endpoints. 
       BACKGROUND 
       [0002]    A contact center is often the only interaction a customer has with a particular company. The customer&#39;s satisfaction with how an interaction with the contact center is handled is critical to maintaining goodwill and the relationship between the company and the customer. Customers want to be able to reach the contact center quickly and easily and spend a minimal amount of time waiting for their issue to be resolved, preferably by the first person that responds to their call. Strategies, like call-back assist, have been instituted to reduce customer dissatisfaction with waiting in a queue until an agent of the contact center becomes available. However, many customers want or need a solution right away and existing strategies may leave the customer waiting for the best agent for an unacceptably long time. 
       SUMMARY 
       [0003]    It is with respect to the above issues and other problems that the embodiments presented herein were contemplated. In an ideal situation, a customer contacts an agent of a contact center who has the skills needed to fully address all of the issues that motivated the customer to call. In most contact centers, such a situation is a business impossibility as the benefits would pale in comparison to the costs. However, a positive experience can be provided to the customer if an agent, even one who is less than ideally-skilled or qualified to address all issues, is promptly provided to the customer until an ideally-skilled agent becomes available. If the less than ideally-skilled agent is able to address a portion of the customer&#39;s issues, then the customer&#39;s experience may be improved, on the one hand, and the contact center operates more efficiently, on the other hand, as the ideally-skilled agent is utilized less for portions of the interaction that can be addressed by the less than ideally-skilled agent. As a benefit, the contact center may have calls on hold for a shorter time and utilize resources more efficiently while providing an improved customer experience. 
         [0004]    In one embodiment, systems and methods are provided for temporary or delayed optimal routing of a work item to an endpoint of a sub-skilled agent for subtask processing until an optimal agent becomes available. A work item has at least one subtask, comprising less than the entirety of the work item, which is then routed for handling by a sub-skilled or non-optimal agent. When the optimal agent is available and at least one subtask is completed by the suboptimal agent, the interaction is routed to the optimal agent. 
         [0005]    In another embodiment, the preferred routing for a work item is temporarily altered due to a lack of available agents having the optimum skill or skill set. The temporary routing connects the customer associated with the work item to the endpoint of the suboptimal agent when the alternative is an unacceptable wait-time if the work item had proceeded via the preferred routing. In a further embodiment, the optimal agent, or one of a pool of optimal agents, is identified as not presently available to receive a work item and the customer&#39;s wait for an optimal agent is above a previously determined acceptable threshold. 
         [0006]    If the optimal agent is unavailable and a work item has associated subtasks, a search for a suitable sub-skilled or non-optimal agent may then be conducted. If a sub-skilled agent is available to address at least one subtask (e.g., collect contact and background information), the work item is enqueued for an optimal agent and routed to the sub-skilled agent for processing of the subtask. Once both the subtask is complete and the optimal agent becomes available, the interaction can be routed to the optimal agent. If the optimal agent is not yet available, the work assignment engine can route to a new agent for another subtask handling while the optimal wait continues. While the work item may be routed to another agent (e.g., suboptimal to optimal, first suboptimal to second suboptimal, etc.) routing may be inclusive (e.g., suboptimal then add optimal, first suboptimal then add second suboptimal, etc.). 
         [0007]    In an additional embodiment, the system may prompt the suboptimal agent to accept or decline routing to the optimal agent. The optimal agent may receive a notification when the suboptimal agent takes the work item, such as when the suboptimal agent is able, or likely able, to satisfactorily address all subtasks of a work item or when the customer does not wish to be transferred to another agent. In another embodiment, new subtasks may be indentified during the interaction with the customer that cause a different (e.g., additional or alternative) routing to a different next agent (e.g., different optimal agent and/or different subsequent suboptimal agent). 
         [0008]    The discovery of subtasks for sub-skilled agents is variously embodied. For example, a specific request for subtasks may be made during a human or automated chat session, a path to route in an interactive voice response (IVR) system, and/or from the context available from a customer resource management (CRM) system, contact history, and/or journey state. 
         [0009]    While a customer utilizing a telephone to call a contact center is a more common environment for the embodiments described herein, other forms of real-time communication are also contemplated, including the many forms of real-time or near real-time omni-channel interactions, such as voice/video, text chat, SMS, messaging, etc. 
         [0010]    In one example, a voice call and/or a chat interaction occurs between a financial services customer who contacts a mutual fund site (the contact center) to sign up and speak with an advisor. The advisor specialist is not available initially; however, the subtask of taking contact information and creating an account is needed and can be handled by a non-optimal agent. Once the initial task of creating an account is completed, the customer is routed to the waiting advisor. 
         [0011]    In other embodiments, the first suboptimal agent stays with the customer and a subsequent suboptimal agent or the optimal agent is brought into the work item via one or more known technologies, such as conferencing, group chat, desktop sharing, etc., provided through agent desktop integrations. While two or more agents may assist a customer serially, wherein a first suboptimal agent processes a subtask and the work item is passed to a second suboptimal agent, or an optimal agent, processes another task, other team-based interactions are also contemplated by the embodiments herein. For example, one agent may assist the customer indirectly, such as via a first agent&#39;s whisper mode audio, desktop sharing, etc. The first agent then communicates with the customer on behalf of the second agent to provide a uniform flow of communication along with the expertise of the second agent. 
         [0012]    In another example, a customer is requesting service over a mobile chat user interface (UI) for problems encountered while watching streaming movies over an advanced cable service: 
         [0013]    1. The customer is validated through automated means either by the mobile app front-ending the chat UI or through automated chat service. 
         [0014]    2. The system extracts the topic of the problem through text analysis. 
         [0015]    3. The system looks up network state and determines that a connection is not established. From this, the system determines the work item will require agents with skills in connectivity, set top box, and movie navigation UI. 
         [0016]    4. The work assignment engine determines that there is no agent available with all these skills, and the expected wait time is 30 minutes. 
         [0017]    6. The work assignment engine routing algorithm is temporarily changed once it is determined that there is an agent with connectivity skills and a separate agent with set top box/movie navigation UI skills. 
         [0018]    7. The work item is routed to both of these two agents and places them together as a team to respond to the customer. Routing may provide for the agent having the UI skills to be the front agent and the connectivity agent is merged into the chat. 
         [0019]    8. The customer and team of agents then interact to resolve the problem. Where connectivity issues are suspected, the connectivity agent provides answers, metered by the UI agent. When set top box/movie UI are tested or worked on, the UI agent covers the interactions. 
         [0020]    9. With coordinated effort, the agents discover that there are two problems: (a) a failure on the line, which has been determined to be a cut cable as reported by an on-site technician working on another work item reported as a connectivity failure for all customers in the area, and (b) the customer did not have knowledge of where to initiate the playing of a movie. 
         [0021]    10. Once both problems are solved, the agents are released back into the queue for the next work items requiring either individual or team response. 
         [0022]    11. In an additional embodiment, upon validation of sub-problem completion, members of the team may be released before the call completes. 
         [0023]    In one embodiment, a system is disclosed comprising: a communication interface configured to receive a communication comprising a work item from a customer; a router configured to route the communication to a selected agent of an agent pool; and a processor configured to: determine a plurality of subtasks comprising the work item; identify an optimal agent from the agent pool to process the work item; identify a wait time for the optimal agent; and upon determining the wait time is greater than a previously determined threshold wait time, identify a first subtask from the plurality of subtasks, identify a first suboptimal agent from the agent pool qualified to process the first subtask, signal the router to route the communication to the first suboptimal agent, and enqueue the communication into a queue for the optimal agent. 
         [0024]    In another embodiment, a method is disclosed, comprising: receiving a communication comprising a work item from a customer; determining a plurality of subtasks comprising the work item; identifying an optimal agent from the agent pool to process the work item; identifying a wait time for the optimal agent; and upon determining the wait time is greater than a previously determined threshold wait time, identifying a first subtask from the plurality of subtasks, identify a first suboptimal agent from the agent pool qualified to process the first subtask, signal the router to route the communication to the first suboptimal agent, and enqueue the communication into a queue for the optimal agent. 
         [0025]    In yet another embodiment, a means for routing a communication to an agent of a contact center is disclosed, comprising: receiving means for the communication comprising a work item from a customer; means for determining a plurality of subtasks comprising the work item; means for identifying an optimal agent from the agent pool to process the work item; means for identifying a wait time for the optimal agent; and upon determining the wait time is greater than a previously determined threshold wait time, means for identifying a first subtask from the plurality of subtasks, means for identify a first suboptimal agent from the agent pool qualified to process the first subtask, means for routing the communication to the first suboptimal agent, and means for enqueuing the communication into a queue for the optimal agent. 
         [0026]    It should be appreciated that ordinal designations of the subtasks (e.g., “first subtask,” “second subtask,” etc.) are provided to distinguish one subtask from another and may or may not be associated with any sequential relationship of the subtasks or the order in which subtasks are processed. 
         [0027]    The phrases “at least one,” “one or more,” and “and/or” are open-ended expressions that are both conjunctive and disjunctive in operation. For example, each of the expressions “at least one of A, B and C,” “at least one of A, B, or C,” “one or more of A, B, and C,” “one or more of A, B, or C” and “A, B, and/or C” means A alone, B alone, C alone, A and B together, A and C together, B and C together, or A, B and C together. 
         [0028]    The term “a” or “an” entity refers to one or more of that entity. As such, the terms “a” (or “an”), “one or more” and “at least one” can be used interchangeably herein. It is also to be noted that the terms “comprising,” “including,” and “having” can be used interchangeably. 
         [0029]    The term “automatic” and variations thereof, as used herein, refers to any process or operation done without material human input when the process or operation is performed. 
         [0030]    However, a process or operation can be automatic, even though performance of the process or operation uses material or immaterial human input, if the input is received before performance of the process or operation. Human input is deemed to be material if such input influences how the process or operation will be performed. Human input that consents to the performance of the process or operation is not deemed to be “material.” 
         [0031]    The term “computer-readable medium,” as used herein, refers to any tangible storage that participates in providing instructions to a processor for execution. Such a medium may take many forms, including, but not limited to, non-volatile media, volatile media, and transmission media. Non-volatile media includes, for example, NVRAM, or magnetic or optical disks. Volatile media includes dynamic memory, such as main memory. Common forms of computer-readable media include, for example, a floppy disk, a flexible disk, hard disk, magnetic tape, or any other magnetic medium, magneto-optical medium, a CD-ROM, any other optical medium, punch cards, paper tape, any other physical medium with patterns of holes, a RAM, a PROM, and EPROM, a FLASH-EPROM, a solid-state medium like a memory card, any other memory chip or cartridge, or any other medium from which a computer can read. When the computer-readable media is configured as a database, it is to be understood that the database may be any type of database, such as relational, hierarchical, object-oriented, and/or the like. Accordingly, the disclosure is considered to include a tangible storage medium and prior art-recognized equivalents and successor media, in which the software implementations of the present disclosure are stored. 
         [0032]    The terms “determine,” “calculate,” and “compute,” and variations thereof, as used herein, are used interchangeably and include any type of methodology, process, mathematical operation or technique. 
         [0033]    The term “module,” as used herein, refers to any known or later-developed hardware, software, firmware, artificial intelligence, fuzzy logic, or combination of hardware and software that is capable of performing the functionality associated with that element. Also, while the disclosure is described in terms of exemplary embodiments, it should be appreciated that other aspects of the disclosure can be separately claimed. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0034]    The present disclosure is described in conjunction with the appended figures: 
           [0035]      FIG. 1  depicts a communication system in accordance with embodiments of the present disclosure; 
           [0036]      FIG. 2  depicts a first communication routing in accordance with embodiments of the present disclosure; 
           [0037]      FIG. 3  depicts a second communication routing in accordance with embodiments of the present disclosure; 
           [0038]      FIG. 4 . depicts a first system in accordance with embodiments of the present disclosure; 
           [0039]      FIG. 5 . depicts a first process in accordance with embodiments of the present disclosure; 
           [0040]      FIG. 6A  depicts a first sub-process in accordance with embodiments of the present disclosure; 
           [0041]      FIG. 6B  depicts a second sub-process in accordance with embodiments of the present disclosure; and 
           [0042]      FIG. 6C  depicts a third sub-process in accordance with embodiments of the present disclosure. 
       
    
    
     DETAILED DESCRIPTION 
       [0043]    The ensuing description provides embodiments only and is not intended to limit the scope, applicability, or configuration of the claims. Rather, the ensuing description will provide those skilled in the art with an enabling description for implementing the embodiments. It will be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the appended claims. 
         [0044]    Any reference in the description comprising an element number, without a subelement identifier when a subelement identifier exists in the figures, when used in the plural, is intended to reference any two or more elements with a like element number. When such a reference is made in the singular form, it is intended to reference one of the elements with the like element number without limitation to a specific one of the elements. Any explicit usage herein to the contrary or providing further qualification or identification shall take precedence. 
         [0045]    The exemplary systems and methods of this disclosure will also be described in relation to analysis software, modules, and associated analysis hardware. However, to avoid unnecessarily obscuring the present disclosure, the following description omits well-known structures, components, and devices that may be shown in block diagram form, and are well known, or are otherwise summarized. 
         [0046]    For purposes of explanation, numerous details are set forth in order to provide a thorough understanding of the present disclosure. It should be appreciated, however, that the present disclosure may be practiced in a variety of ways beyond the specific details set forth herein. 
         [0047]    With reference now to  FIG. 1 , communication system  100  is discussed in accordance with at least some embodiments of the present disclosure. The communication system  100  may be a distributed system and, in some embodiments, comprises a communication network  104  connecting one or more customer communication devices  108  to a work assignment mechanism  116 , which may be owned and operated by an enterprise administering a contact center  102  in which a plurality of resources  112  are distributed to handle incoming work items (in the form of contacts) from customer communication devices  108 . 
         [0048]    Contact center  102  is variously embodied to receive and/or send messages that are or are associated with work items and the processing and management (e.g., scheduling, assigning, routing, generating, accounting, receiving, monitoring, reviewing, etc.) of the work items by one or more resources  112 . The work items are generally generated and/or received requests for a processing resource  112  embodied as, or a component of, an electronic and/or electromagnetically conveyed message. Contact center  102  may include more or fewer components than illustrated and/or provide more or fewer services than illustrated. The border indicating contact center  102  may be a physical boundary (e.g., a building, campus, etc.), legal boundary (e.g., company, enterprise, etc.), and/or logical boundary (e.g., resources  112  utilized to provide services to customers of contact center  102 ). 
         [0049]    Furthermore, the border illustrating contact center  102  may be as-illustrated or, in other embodiments, include alterations and/or more and/or fewer components than illustrated. For example, in other embodiments, one or more of resources  112 , customer database  118 , and/or other component may connect to routing engine  132  via communication network  104 , such as when such components connect via a public network (e.g., Internet). In another embodiment, communication network  104  may be a private utilization of, at least in part, a public network (e.g., VPN); a private network located, at least partially, within contact center  102 ; or a mixture of private and public networks that may be utilized to provide electronic communication of components described herein. Additionally, it should be appreciated that components illustrated as external, such as social media server  130  and/or other external data sources  134  may be within contact center  102  physically and/or logically, but still be considered external for other purposes. For example, contact center  102  may operate social media server  130  (e.g., a website operable to receive user messages from customers and/or resources  112 ) as one means to interact with customers via their customer communication device  108 . 
         [0050]    Customer communication devices  108  are embodied as external to contact center  102  as they are under the more direct control of their respective user or customer. However, embodiments may be provided whereby one or more customer communication devices  108  are physically and/or logically located within contact center  102 , such as when a customer utilizes customer communication device  108  at a kiosk, which attaches to a private network within or controlled by contact center  102  (e.g., WiFi connection to a kiosk, etc.), and are still considered external to contact center  102 . 
         [0051]    It should be appreciated that the description of contact center  102  provides at least one embodiment whereby the following embodiments may be more readily understood without limiting such embodiments. Contact center  102  may further be altered, added to, and/or subtracted from without departing from the scope of any embodiment described herein and without limiting the scope of the embodiments or claims, except as expressly provided. 
         [0052]    Additionally, contact center  102  may incorporate and/or utilize social media server  130  and/or other external data sources  134  may be utilized to provide one means for a resource  112  to receive and/or retrieve contacts and connect to a customer of a contact center  102 . Other external data sources  134  may include data sources such as service bureaus and third-party data providers (e.g., credit agencies, public and/or private records, etc.). Customers may utilize their respective customer communication device  108  to send/receive communications utilizing social media server  130 . 
         [0053]    In accordance with at least some embodiments of the present disclosure, the communication network  104  may comprise any type of known communication medium or collection of communication media and may use any type of protocols to transport electronic messages between endpoints. The communication network  104  may include wired and/or wireless communication technologies. The Internet is an example of the communication network  104  that constitutes an Internet Protocol (IP) network consisting of many computers, computing networks, and other communication devices located all over the world, which are connected through many telephone systems and other means. Other examples of the communication network  104  include, without limitation, a standard Plain Old Telephone System (POTS), an Integrated Services Digital Network (ISDN), the Public Switched Telephone Network (PSTN), a Local Area Network (LAN), a Wide Area Network (WAN), a Session Initiation Protocol (SIP) network, a Voice over IP (VoIP) network, a cellular network, and any other type of packet-switched or circuit-switched network known in the art. In addition, it can be appreciated that the communication network  104  need not be limited to any one network type, and instead may be comprised of a number of different networks and/or network types. As one example, embodiments of the present disclosure may be utilized to increase the efficiency of a grid-based contact center  102 . Examples of a grid-based contact center  102  are more fully described in U.S. Patent Publication No. 2010/0296417 to Steiner, the entire contents of which are hereby incorporated herein by reference. Moreover, the communication network  104  may comprise a number of different communication media, such as coaxial cable, copper cable/wire, fiber-optic cable, antennas for transmitting/receiving wireless messages, and combinations thereof. 
         [0054]    The communication devices  108  may correspond to customer communication devices. In accordance with at least some embodiments of the present disclosure, a customer may utilize their communication device  108  to initiate a work item. Illustrative work items include, but are not limited to, a contact directed toward and received at a contact center  102 , a web page request directed toward and received at a server farm (e.g., collection of servers), a media request, an application request (e.g., a request for application resources location on a remote application server, such as a SIP application server), and the like. The work item may be in the form of a message or collection of messages transmitted over the communication network  104 . For example, the work item may be transmitted as a telephone call, a packet or collection of packets (e.g., IP packets transmitted over an IP network), an email message, an Instant Message, an SMS message, a fax, and combinations thereof. In some embodiments, the communication may not necessarily be directed at the work assignment mechanism  116 , but rather may be on some other server in the communication network  104  where it is harvested by the work assignment mechanism  116 , which generates a work item for the harvested communication, such as social media server  130 . An example of such a harvested communication includes a social media communication that is harvested by the work assignment mechanism  116  from a social media network or server. Exemplary architectures for harvesting social media communications and generating work items based thereon are described in U.S. patent application Ser. Nos. 12/784,369, 12/706,942, and 12/707,277, filed Mar. 20, 2010, Feb. 17, 2010, and Feb. 17, 2010, respectively, each of which is hereby incorporated herein by reference in its entirety. 
         [0055]    The format of the work item may depend upon the capabilities of the communication device  108  and the format of the communication. In particular, work items are logical representations within a contact center  102  of work to be performed in connection with servicing a communication received at contact center  102  and, more specifically, the work assignment mechanism  116 . The communication may be received and maintained at the work assignment mechanism  116 , a switch or server connected to the work assignment mechanism  116 , or the like, until a resource  112  is assigned to the work item representing that communication at which point the work assignment mechanism  116  passes the work item to a routing engine  132  to connect the communication device  108 , which initiated the communication with the assigned resource  112 . 
         [0056]    Although the routing engine  132  is depicted as being separate from the work assignment mechanism  116 , the routing engine  132  may be incorporated into the work assignment mechanism  116  or its functionality may be executed by the work assignment engine  120 . 
         [0057]    In accordance with at least some embodiments of the present disclosure, the communication devices  108  may comprise any type of known communication equipment or collection of communication equipment. Examples of a suitable communication device  108  include, but are not limited to, a personal computer, laptop, Personal Digital Assistant (PDA), cellular phone, smart phone, telephone, or combinations thereof. In general, each communication device  108  may be adapted to support video, audio, text, and/or data communications with other communication devices  108  as well as the processing resources  112 . The type of medium used by the communication device  108  to communicate with other communication devices  108  or processing resources  112  may depend upon the communication applications available on the communication device  108 . 
         [0058]    In accordance with at least some embodiments of the present disclosure, the work item is sent to a collection of processing resources  112  via the combined efforts of the work assignment mechanism  116  and routing engine  132 . The resources  112  can either be completely automated resources (e.g., Interactive Voice Response (IVR) units, processors, servers, or the like), human resources utilizing communication devices  108  (e.g., human agents utilizing a computer, telephone, laptop, etc.), or any other resource known to be used in contact center  102   s.    
         [0059]    As discussed above, the work assignment mechanism  116  and resources  112  may be owned and operated by a common entity in a contact center  102  format. In some embodiments, the work assignment mechanism  116  may be administered by multiple enterprises, each of which has its own dedicated resources  112  connected to the work assignment mechanism  116 . 
         [0060]    In some embodiments, the work assignment mechanism  116  comprises a work assignment engine  120 , which enables the work assignment mechanism  116  to make intelligent routing decisions for work items. In some embodiments, the work assignment engine  120  is configured to administer and make work assignment decisions in a queue-less contact center  102 , as is described in U.S. patent application Ser. No. 12/882,950, the entire contents of which are hereby incorporated herein by reference. In other embodiments, the work assignment engine  120  may be configured to execute work assignment decisions in a traditional queue-based (or skill-based) contact center  102 . 
         [0061]    The work assignment engine  120  and its various components may reside in the work assignment mechanism  116  or in a number of different servers or processing devices. In some embodiments, cloud-based computing architectures can be employed whereby one or more components of the work assignment mechanism  116  are made available in a cloud or network such that they can be shared resources among a plurality of different users. Work assignment mechanism  116  may access customer database  118 , such as to retrieve records, profiles, purchase history, previous work items, and/or other aspects of a customer known to contact center  102 . Customer database  118  may be updated in response to a work item and/or input from resource  112  processing the work item. 
         [0062]    In one embodiment, a message is generated by customer communication device  108  and received, via communication network  104 , at work assignment mechanism  116 . The message received by a contact center  102 , such as at the work assignment mechanism  116 , is generally, and herein, referred to as a “contact.” Routing engine  132  routes the contact to at least one of resources  112  for processing. 
         [0063]      FIG. 2  depicts communication routing  200  in accordance with embodiments of the present disclosure. In one embodiment, customer  202  initiates a work item with contact center  102 . Customer  202  may utilize their respective customer communication device  108  to facilitate the communication with contact center  102  and one or more resources  112 . The communication comprises the work item, which is further segmented into a plurality of subtasks. 
         [0064]    Subtask identification  204  determines the number and skill associated with each of the number of subtasks. In one embodiment, customer  202  interacts with an interactive voice response system to select one or more items. The selected items may comprise the subtasks or may be associated with one or more additional subtasks. In other embodiments, the subtasks are not readily apparent to customer  202  and may be selected as a matter of design choice. For example, customer  202  may be calling to establish a brokerage account. One subtask may be to collect basic information about customer  202  (e.g., name, address, phone number, etc.). Another subtask may be to collect data regarding a funding source (e.g., checking account, savings account, other brokerage account, etc.). Still another subtask may include determining appropriate investments for customer  202 , educating customer  202  about various investments, executing an investment purchase, or other aspects associated with an investment account. 
         [0065]    Having subtasks identified, routing  206  may select an appropriate agent to interact with customer  202 . Based upon subtask identification performed by subtask identification  204 , at least one optimal agent  210  may be selected as having the skills associated with the work item and the subtasks identified therein. Optimal agent  210  may be one particular agent or an agent out of the pool of optimal agents. However, the wait time for customer  202  to wait for optimal agent  210  may be unacceptably long. Contact center  102  may determine specific wait times for which an action needs to be taken before customer  202  is likely to drop the call or otherwise be dissatisfied with the experience. If the wait time is below the threshold, the communication is passed via first route leg  208  directly to optimal agent  210  who is then connected with customer  202  immediately or at least in a shorter time then determined by the threshold. 
         [0066]    Optimal agent  210  may not be available within the threshold time, however. As such, in another embodiment, at least one subtask is identified that can be handled by a qualified suboptimal agent  214 . Accordingly, the communication from customer  202  is routed  206  via a second route leg  212  to suboptimal agent  214 . Suboptimal agent  214  is selected in accordance with at least one subtask identified in step  204 . In another embodiment, the communication via first route leg  208  is enqueued for optimal agent  210  and, while optimal agent  210  works two items that are enqueued, suboptimal agent  214  is addressing at least one subtask. For example, suboptimal agent  214  may be collecting generic information (e.g., name, address, telephone number, etc.) and simultaneously waiting for optimal agent  210  to be available to accept the communication. 
         [0067]    Upon completion of the subtasks, suboptimal agent  214  may signal optimal agent  210  and or a routing means to cause the call to complete the second route leg  216  thereby connecting optimal agent  210  to the communication. In one embodiment, optimal agent  210  joins the communication to both send and receive interactions with customer  202 . Optionally, suboptimal agent  214  may disconnect from the communication. In another embodiment, such as when a better customer experience may be provided by maintaining the communication between customer  202  and suboptimal agent  214 , optimal agent  210  is entered into a sidebar communication with suboptimal agent  214 . The sidebar communication may be a whisper mode, whereby optimal agent  210  is able to speak and be heard only by suboptimal agent  214  and not by customer  202 . Other forms of communication may include text, co-browsing, video, or other forms of communication whereby optimal agent  210  may communicate directly to suboptimal agent  214  who then forwards the information received to customer  202  without customer  202 &#39;s knowledge. 
         [0068]    The communication is variously embodied to include real-time communications or near real-time communications, such as voice and video calls, and real-time text exchanges (chat). However, other communication mediums are also contemplated in circumstances wherein a customer&#39;s expectation for a reply is limited and not suitable for non-real-time communications (e.g., email, postal mail, etc.). 
         [0069]    As a benefit, components of contact center  102  may more efficiently and effectively provide customer service to customer  202  and reduce loads on components of contact center  102 . For example, communications enqueued for optimal agent  210  (a human resource  112 ) are enqueued for a lesser amount of time resulting in fewer switch-based lines being held open and/or fewer packet-switched sessions. Additionally, the content to maintain customer  202  (e.g., music on hold, etc.) in the queue may be simplified or omitted as the wait time before customer  202  reaches an agent, such as suboptimal agent  214 , is reduced. For example, customer  202  may be willing to tolerate complete silence on an audio-only call for twenty seconds while waiting to connect to suboptimal agent  214  versus requiring a message or other distraction if the wait time is longer, such as if customer  202  is waiting solely for optimal agent  210 . 
         [0070]      FIG. 3  depicts communication routing  300  in accordance with embodiments of the present disclosure. In one embodiment, communication received by customer  202  progresses to subtask identification  204  wherein the first scenario is identified. In the first scenario, routing  206  is both unable to route the call via a first route leg  208  to optimal agent  210  without requiring an unacceptable wait time for customer  202  and no single suboptimal agent is available to process at least two subtasks. Accordingly, routing  206  routes the communication via second route leg  212  to suboptimal agent  214  and third route leg  302  to suboptimal agent  306 . The call to suboptimal agent  306  is enqueued and third route leg  304  joins suboptimal agent  306  to the communication, such as when the communication, enqueued via third route leg  302 , is available to be accepted by suboptimal agent  306 . 
         [0071]    In another embodiment, a second scenario is identified wherein suboptimal agent  214 , while processing one subtask, discovers a new subtask requiring suboptimal agent  306 . Similarly, the call is routed via third route leg  304  to suboptimal agent  306 , which joins the communication when available and/or when the subtasks assigned to suboptimal agent  214  are completed. The call then progresses to optimal agent  210  via second route leg  216 . 
         [0072]      FIG. 4 . depicts system  400  in accordance with embodiments of the present disclosure. In one embodiment, server  402  comprises a number of data processing components. For example, server  402  may comprise processor  416 , which itself may comprise one or more cores, processing boards, or other data processing hardware. Memory  418  provides accessible memory for processor  416  and/or other components. Data storage is provided by memory  416  and storage  422 , which may be an internal and/or external electronic, optical, magnetic, and/or other storage. Input output unit  420  interfaces server  402 &#39;s external component, such as router  406 . In another embodiment, router  406  is co-located within server  402 . 
         [0073]    A communication received by customer communication device  108  utilizes communication network  104 . The communication network  104  may comprise a number of sub-networks, such as public network  408  (e.g., public switched telephone network, Internet, etc.) and private networks, such as contact center network  410 , enabling communication between components of contact center  102 . 
         [0074]    Server  402 , upon receiving a communication, accesses a set of skills associated with the pool of agents to identify at least one optimal agent  210  qualified to accept the work item associated with the communication. Upon processor  416  determining that the wait time for optimal agent  210  is unacceptable, selecting at least one suboptimal agent  214  and/or second suboptimal agent  306 , qualified to process at least one subtask. Agent skills may be maintained in storage  422  and/or memory  418 . Additionally, routing rules utilized by processor  416  may be retrieved from memory  418  and/or storage  422  and communicated such as by bus  412  to input output interface  420 . Bus  412  may be a distinct and/or combined data, command, signal bus, such as on a single board or a backplane or other multiple board intercommunication interface. 
         [0075]    Upon receiving routing instructions, router  406  signals the appropriate agent, such as suboptimal agent  214  to accept the communication from customer  202  while enqueuing the communication with optimal agent  210 . Should additional suboptimal agents be required, processor  416  may signal router  406  to enqueue the communication accordingly until optimal agent  210  becomes available. Or, in another embodiment, suboptimal agent  306  processes all subtasks associated with the work item within the communication. 
         [0076]      FIG. 5 . depicts process  500  in accordance with embodiments of the present disclosure. In one embodiment, process  500  begins at step  502  where the work item is received, such as by a communication from customer  202  received by work assignment mechanism  116  and/or work assignment engine  120 . Next, step  504  determines a number of subtasks associated with the work item. Step  506  identifies an optimal agent who can process all subtasks associated with the work item. 
         [0077]    Step  508  determines the wait time required for customer  202  to be connected to optimal agent  210 . The acceptable wait time threshold is accessed in step  510  and compared in step  512  to determine if the wait time is greater than the threshold wait time. If step  512  is determined in the negative, processing continues to step  522  were in the communication is routed directly to optimal agent  210  selected to process all subtasks associated with the work item. However, if step  512  is determined in the positive, processing continues to step  514  whereby the pool of suboptimal agents is accessed. Step  516  determines if at least one suboptimal agent is qualified to process at least one subtask associated with the work item received in step  502 . If step  516  is determined in the negative, processing continues to step  522  whereby customer  202  waits for the optimal agent. 
         [0078]    If step  516  is determined in the positive, processing continues to step  518 . Step  518  determines if the wait time for a suboptimal agent is greater than a threshold wait time. If step  518  is determined in the positive, the communication is routed to the optimal agent at step  522 . The specific wait time may be the same or different for a suboptimal agent versus an optimal agent as a matter of design choice. It may be desirable to have a customer wait longer for an optimal agent as opposed to a shorter wait time for a suboptimal agent, unless the shorter wait time is significant. For example, having a customer wait twelve minutes for a suboptimal agent when an optimal agent is available in thirteen minutes may not be preferred. Instead, the customer is enqueued solely for the optimal agent as the savings in wait time for a suboptimal agent is determined to be of lesser value than connecting the customer to the optimal agent. However, having a customer wait one minute for a suboptimal agent when an optimal agent is not available for ten minutes is more desirable. The specific threshold values may be determined as a matter of design choice and may further accommodate the workload of a contact center or a pool of optimal agents and/or suboptimal agents. If step  518  is determined in the negative, off-page connector  520  resumes the process at least at one of off-page connector  520  for  FIGS. 6A, 6B, and 6C . 
         [0079]      FIG. 6A  depicts first sub-process  600  in accordance with embodiments of the present disclosure. Sub-process  600  continues from off-page connector  520  (see  FIG. 5 ). Step  602  routes the communication to a suboptimal agent. The selected suboptimal agent, such as suboptimal agent  214 , processes at least one subtask of the work item and, at step  604 , completes the subtask. At step  606 , the optimal agent is polled to determine availability or signaled to join the communication, whereby the optimal agent is joined. In another embodiment, step  606  may further comprise re-evaluating the optimal agent pool. A different and/or additional optimal agent may be required, such as due to new facts being revealed during subtask completion step  604  which require an optimal agent with different skills to be assigned to the work item and/or the optimal agent selected in step  506  is not, or will not, become available before a different optimal agent. Accordingly, step  606  may add an optimal agent that is different from the optimal agent selected in step  506 . 
         [0080]      FIG. 6B  depicts second sub-process  700  in accordance with embodiments of the present disclosure. Sub-process  700  continues from off-page connector  520  (see  FIG. 5 ). Step  702  routes the communication to a suboptimal agent, such as suboptimal agent  214 . Step  704  provides for the suboptimal agent to complete the subtask assigned and step  706  determines if the optimal agent is available. If step  706  is determined in the affirmative, processing continues to step  708  whereby the optimal agent is added and, optionally, to step  710  whereby the suboptimal agent is dropped from the communication. If step  706  is determined in the negative, step  712  assigns the next subtask to the next suboptimal agent and processing continues at step  702 . 
         [0081]    In another embodiment, step  706  may further comprise re-evaluating the optimal agent pool to determine if the optimal agent selected in step  506  is available or if a different optimal agent is, or will soon be, available. If a different optimal agent is or will be available, within a previously determined threshold, step  706  may be determined in the affirmative and step  708  adds the different optimal agent. Step  706  may then be determined in the negative if the optimal agent, and no other optimal agents, are yet available. 
         [0082]      FIG. 6C  depicts third sub-process  800  in accordance with embodiments of the present disclosure. Sub-process  800  continues from off-page connector  520  (see  FIG. 5 ). In one embodiment, step  802  routes the communication to a suboptimal agent who completes a subtask at step  804 . Next, step  806  determines if the optimal agent is available. If step  806  is determined in the affirmative, step  810  joins the optimal agent to the communication and, optionally, step  812  drops the suboptimal agent from the communication. 
         [0083]    If step  806  is determined in the negative, processing continues to step  814  whereby the next subtask is assigned to a second suboptimal agent  814  and step  816  routes the communication to the second suboptimal agent. The communication may be connected immediately to the second suboptimal agent or enqueued if the suboptimal agent is not yet available. Processing then continues at step  804 . 
         [0084]    In another embodiment, step  806  may further comprise re-evaluating the optimal agent pool to determine if the optimal agent selected in step  506  is available or if a different optimal agent is, or will soon be, available. If a different optimal agent is or will be available, within a previously determined threshold, step  806  may be determined in the affirmative and step  810  adds the different optimal agent. Step  806  may then be determined in the negative if the optimal agent, and no other optimal agents, are yet available. 
         [0085]    In the foregoing description, for the purposes of illustration, methods were described in a particular order. It should be appreciated that in alternate embodiments, the methods may be performed in a different order than that described. It should also be appreciated that the methods described above may be performed by hardware components or may be embodied in sequences of machine-executable instructions, which may be used to cause a machine, such as a general-purpose or special-purpose processor (GPU or CPU), or logic circuits programmed with the instructions to perform the methods (FPGA). These machine-executable instructions may be stored on one or more machine-readable mediums, such as CD-ROMs or other type of optical disks, floppy diskettes, ROMs, RAMs, EPROMs, EEPROMs, magnetic or optical cards, flash memory, or other types of machine-readable mediums suitable for storing electronic instructions. Alternatively, the methods may be performed by a combination of hardware and software. 
         [0086]    Specific details were given in the description to provide a thorough understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits may be shown in block diagrams in order not to obscure the embodiments in unnecessary detail. In other instances, well-known circuits, processes, algorithms, structures, and techniques may be shown without unnecessary detail in order to avoid obscuring the embodiments. 
         [0087]    Also, it is noted that the embodiments were described as a process, which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block diagram. Although a flowchart may describe the operations as a sequential process, many of the operations can be performed in parallel or concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed, but could have additional steps not included in the figure. A process may correspond to a method, a function, a procedure, a subroutine, a subprogram, etc. When a process corresponds to a function, its termination corresponds to a return of the function to the calling function or the main function. 
         [0088]    Furthermore, embodiments may be implemented by hardware, software, firmware, middleware, microcode, hardware description languages, or any combination thereof. When implemented in software, firmware, middleware or microcode, the program code or code segments to perform the necessary tasks may be stored in a machine-readable medium, such as a storage medium. A processor(s) may perform the necessary tasks. A code segment may represent a procedure, a function, a subprogram, a program, a routine, a subroutine, a module, a software package, a class, or any combination of instructions, data structures, or program statements. A code segment may be coupled to another code segment or a hardware circuit by passing and/or receiving information, data, arguments, parameters, or memory contents. Information, arguments, parameters, data, etc. may be passed, forwarded, or transmitted via any suitable means including memory sharing, message passing, token passing, network transmission, etc. 
         [0089]    While illustrative embodiments of the disclosure have been described in detail herein, it is to be understood that the inventive concepts may be otherwise variously embodied and employed, and that the appended claims are intended to be construed to include such variations, except as limited by the prior art.

Technology Classification (CPC): 7