Dynamic work assignment strategies based on multiple aspects of agent proficiency

Abstract

A contact center having a plurality of performance goals is provided. The contact center includes a routing agent operable, when a work item is to be routed to a servicing destination, determine, for each performance goal, a status of goal realization and a corresponding set of selection criteria for the determined statuses of goal realization and a destination selector operable to select the servicing destination based, at least in part, on the set of selection criteria.

1 . A goal satisfaction table, comprising:
 (a) a plurality of goals, each goal having at least two corresponding goal statuses, to provide a plurality of sets of goal statuses for the plurality of goals; and   (b) a set of at least one of (i) qualifiers and (ii) agent proficiency aspects corresponding to each of the plurality of sets of goal statuses.   
     
     
         2 . The table of  claim 1 , wherein the at least one of (i) qualifiers and (ii)agent proficiency aspects is the qualifiers. 
     
     
         3 . The table of  claim 1 , wherein the at least one of (i) qualifiers and (ii) agent proficiency aspects is the agent proficiency aspects. 
     
     
         4 . The table of  claim 1 , wherein plurality of sets of goal statuses differ from one another and the sets of at least one of (i) qualifiers and (ii) agent proficiency aspects differ from one another. 
     
     
         5 . A method for servicing work items in a contact center, the contact center having a plurality of performance goals, comprising:
 selecting a multi-skilled agent for servicing one of a plurality of different types of queued work items;   determining, for each performance goal, a status of goal realization;   selecting one of the agent's skills based, at least in part, on the statuses of the performance goals; and   selecting, based on the selected skill, one of the plurality of different types of queued work items for servicing by the multi-skilled agent.   
     
     
         6 . The method of  claim 5 , wherein the performance goals comprise a plurality of a maximum wait time in a work item queue, minimum agent staffing level in an agent queue, minimum revenue realized per serviced work item, a minimum customer satisfaction level, maximum time for an agent to a work item, and a minimum number of contacts to be serviced by a set of agents during a selected time period. 
     
     
         7 . The method of  claim 5 , wherein the status of realization of a goal is whether or not the respective goal is met during a selected time period and/or over a selected number of transactions. 
     
     
         8 . The method of  claim 5 , wherein the status of realization of a goal is a measured service level for the respective goal during a selected time period and/or over a selected number of transactions.