Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

Abstract

A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.

What is claimed is: 
     
       1. In a communication center, a server hosting a software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue, the server comprising:
 processor; 
 memory coupled to the processor and storing program instructions corresponding to the software application, the processor being operable to execute the software application, the software application including:
 a first function for accessing information from the communication-center queue, wherein the communication-center queue is a virtual queue with a plurality of events representing a plurality of media events waiting in real queues; 
 a second function for accessing information from a data source about workforce availability and state information for a first resource group and a second resource group, wherein the first resource group has a first skill for handling a first subset of the events in the virtual queue, and the second resource group has a second skill for handling a second subset of the events in the virtual queue; 
 a processing function for processing queue information, the queue information including assessment of the events waiting in the virtual queue, and workforce information; and 
 a message generation and delivery function for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity, wherein the recommendation includes re-allocating a resource from the first resource group to the second resource group for handling the events currently represented in the virtual queue; 
 
 characterized in that the application periodically accesses the communication-center queue and the data source to obtain the most recent information for processing, and generates periodic recommendations based on real-time requirements of events and availability states of resources; and 
 a routing device coupled to the processor, the routing device being configured to route one of the media events waiting in the one of the real queues corresponding to the one of the events in the virtual queue, to a communication device associated with the resource allocated to the second resource group, wherein in response to the routing, a connection is established with the communication device. 
 
     
     
       2. The software application of  claim 1  wherein the communication-center queue is a virtual queue capable of representing multimedia events. 
     
     
       3. The software application server of claim  2  1 wherein represented events include COST calls, VoIP calls, e-mails, voice-mails, video calls, session initiation events, and IMPP-based communication events. 
     
     
       4. The software application server of  claim 1  wherein the workforce includes both live agents and automated systems. 
     
     
       5. The software application server of  claim 1  wherein event requirements include media type, requested routing destination identification, and event purpose information. 
     
     
       6. The software application server of  claim 1  wherein the first function is enabled by a data network link from a server hosting the application and a server hosting the virtual queue. 
     
     
       7. The software application server of  claim 1  wherein the second function is enabled by a data network link from a server hosting the application and a server functioning as the data source hosting the workforce information. 
     
     
       8. The software application server of  claim 1  wherein the data source serves information according to a presence protocol. 
     
     
       9. The software application server of  claim 1  wherein the processing function performs a comparative analysis between the queue requirements and the workforce information the, wherein results thereof of the comparative analysis are used to form the recommendation. 
     
     
       10. The software application server of  claim 1  wherein the recommendation is an IMPP-based message. 
     
     
       11. The software application server of  claim 1  wherein the target entity is a supervising agent responsible for workforce allocation. 
     
     
       12. The software application server of  claim 1  wherein the target entity is an automated system and the recommendation is a direct order to that system. 
     
     
       13. The software application server of  claim 1  further including a third function for making interface with and accessing data from a historical database for the purpose of generating probability statistics concerning incoming events yet to be registered into the virtual queue. 
     
     
       14. The software application server of  claim 13  wherein the generated probability statistics are used to help generate recommendations. 
     
     
       15. The software application server of  claim 1  wherein the presence information includes availability information, individual agent schedule information, and resolute activity state information. 
     
     
       16. In a communication center environment, an automated system for generating workforce resource allocation recommendations based on requirements for queued events and current workforce presence and state parameters, the automated system comprising:
 a first server having network access to the queued events in a virtual queue, the queued events in the virtual queue representing a plurality of media events waiting in real queues; 
 a second server having network access to the first server and having network access to the workforce presence and state parameters for a first resource group and a second resource group, wherein the first resource group has a first skill for handling a first subset of the events in the virtual queue, and the second resource group has a second skill for handling a second subset of the events in the virtual queue; and 
 wherein the first server is configured to run a software application running on the first server, the application including a processing function for processing queue information, the queue information including assessment of the queued events waiting in the virtual queue, and workforce information; andprovided by the second server, the application further including a message generation and delivery function for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity, wherein the recommendation includes re-allocating a resource from the first resource group to the second resource group for handling the queued events; and 
 a routing device coupled to the first server, the routing device being configured to route one of the media events waiting in the one of the real queues corresponding to the one of the events in the virtual queue, to a communication device associated with the resource allocated to the second resource group, wherein in response to the routing, a connection is established with the communication device; 
 characterized in that the recommendation provides direction for allocation of resources ahead of a time when the considered events would require actual event handling. 
 
     
     
       17. The automated system of  claim 16  wherein the communication-center queue is a virtual queue capable of representing multimedia events. 
     
     
       18. The automated system of  claim 16  wherein queued events include COST calls, VoIP calls, c-mails, voice-mails, video calls, and session initiation events, and IMPP-based communication events. 
     
     
       19. The automated system of  claim 16  wherein the workforce includes both live agents and automated systems. 
     
     
       20. The automated system of  claim 16  wherein current event requirements include media type, requested destination identification, and event purpose information. 
     
     
       21. The automated system of  claim 16  wherein the workforce presence and state parameters are server served by the second server according to IMPP-based messaging. 
     
     
       22. The automated system of  claim 16  wherein the processing function performs a comparative analysis between the queue requirements and the workforce information the, wherein results thereof of the comparative analysis are used to form the recommendation. 
     
     
       23. The automated system of  claim 16  wherein the target entity is a supervising agent responsible for workforce allocation. 
     
     
       24. The automated system of  claim 16  wherein the target entity is an automated system and the recommendation is a direct order to that system. 
     
     
       25. The automated system of  claim 16  wherein the presence information includes availability information, individual schedule information, and resolute activity state information. 
     
     
       26. A method for anticipating resources needed for events represented in a communication-center queue comprising steps of:
 (a) using a software application, accessing the communication-center queue to gain access to requirements and parameters of events represented therein, wherein the communication-center queue is a virtual queue with a plurality of events representing a plurality of media events waiting in real queues; 
 (b) quantifying and sorting the accessed requirements; 
 (c) using the same software application accessing a data source to gain access to presence and state information of center resources for a first resource group and a second resource group, wherein the first resource group has a first skill for handling a first subset of the events in the virtual queue, and the second resource group has a second skill for handling a second subset of the events in the virtual queue; 
 (d) performing a comparative analysis of the accessed requirements against the available resources based on assessment of the events waiting in the virtual queue; 
 (e) generating a resource allocation recommendation based on the results of analysis, wherein the recommendation includes re-allocating a resource from the first resource group to the second resource group of handling the events currently represented in the virtual queue; and 
 (f) sending the recommendation to a target entity responsible for resource allocation; and 
 (g) routing, by a routing device, one of the media events waiting in the one of the real queues corresponding to the one of the events in the virtual queue, to a communication device associated with the resource allocated to the second resource group, wherein in response to the routing, a connection is established with the communication device. 
 
     
     
       27. The method of  claim 26  wherein in step (a) the software application includes a first function for accessing information from the virtual queue; a second function for accessing information from a data source about workforce availability and state information; a processing function for processing queue information and workforce information; and a message generation and delivery function for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity. 
     
     
       28. The method of  claim 26  wherein in step (a) requirements and parameters include media type, requested event destination identification, event origination identification and event purpose information. 
     
     
       29. The method of  claim 26  wherein in step (b) the requirements are prioritized by pre-selected criteria. 
     
     
       30. The method of  claim 26  wherein in step (c) data access is based on a push model. 
     
     
       31. The method of  claim 26  wherein in step (c) data access is based on a pull model. 
     
     
       32. The method of  claim 26  wherein in step (c) the data source is a server. 
     
     
       33. The method of  claim 26  wherein in step (c) the presence and state information includes work schedules, shift change information, and resolute activity states of differing media types. 
     
     
       34. The method of  claim 26  wherein in step (e) knowledge of un-allocated resources is also incorporated in recommendation generation. 
     
     
       35. The method of  claim 26  wherein in step (f) the target entity is a supervising agent. 
     
     
       36. The method of  claim 26  wherein the target entity is an automated system and the recommendation is a direct order.