System and method for intelligent task management and routing based on physiological sensor input data

Patent metadata

Field	Value
Publication number	US-10607167-B2
Application number	US-201514882399-A
Country	US
Kind code	B2
Filing date	Oct 13, 2015
Priority date	Oct 13, 2015
Publication date	Mar 31, 2020
Grant date	Mar 31, 2020

Abstract

Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.

First claim

We claim:

1. A system for routing tasks to multiple agents, the system comprising:
one or more servers, each server having at least one processor and a memory storing instructions that, when executed by the at least one processor, cause the processor to:
receive over a data communications network, real-time physiological sensor data for a particular agent of the multiple agents, the real-time physiological data being gathered automatically by a sensor coupled to the one or more servers;
store the real-time physiological sensor data in association with the particular agent in a data storage device;
receive tasks and, for each task, create a task object representing the task and a content of the task, and place the task object in an input buffer;
determine a current emotional state of the particular agent based on the real-time physiological data;
determine a current location of the particular agent;
predict, based on the current location and historical physiological data, an impact on the current emotional state of the particular agent resulting from an assignment of a particular task object to the particular agent, the impact on the current emotional state including an expected stress level change;
in response to the predicted impact, exclude the particular agent from receiving assignment of the particular task object;
apply a pre-defined routing strategy to the particular task object in the input buffer to select another one of the multiple agents identified as suitable for assignment of the particular task object; and
assign the particular task object to the selected agent, wherein the assigning includes electronically routing the task object to a communication device of the selected agent.

2. The system of claim 1 , wherein the one or more servers are further configured to perform the following:
receive a request to register the sensor as associated with the particular agent; and
register the sensor as associated with the particular agent.

3. The system of claim 2 , wherein the system further includes at least one agent desktop associated with the particular agent, the agent desktop being configured to:
discover the sensor linked to the agent desktop; and
send a request to register the discovered sensor as associated with the particular agent corresponding to the agent desktop.

4. The system of claim 1 , wherein the sensor includes at least one of a heartrate monitor, a respiratory monitor, a body temperature monitor, a skin conductivity monitor, a muscle activity monitor, a video camera, an audio monitor, a keyboard and a mouse.

5. The system of claim 1 , wherein the instructions further cause the processor to normalize the physiological sensor data received for the particular agent on the basis of the agent's physiological baseline.

6. The system of claim 1 , wherein the instructions further cause the processor to:
generate a notification task in response to the current emotional state of the particular agent exceeding a threshold level.

7. The system of claim 1 , wherein the sensor data further includes locational sensor data pertaining to locations of the multiple agents, and the instructions further cause the processor to:
analyze the sensor data for determining the current location of the particular agent.

8. The system of claim 1 , wherein the instructions further cause the processor to assign the particular task object to the selected agent by moving the task object from the input buffer to a workbin corresponding to the selected agent.

9. The system of claim 1 , wherein the instructions further cause the processor to utilize at least one of statistical data representing agent performance, agent load, and workforce management data representing at least one of agent skills, history and availability along with real-time physiological sensor data of the multiple agents in applying the pre-defined routing strategy to select the another one of the multiple agents for assignment of the particular task object.

10. A method for managing tasks for processing by agents, the tasks being represented by task objects, the method comprising:
receiving, by a processor, over a data communications network, real-time physiological sensor data for a particular agent of the multiple agents, the real-time physiological data being gathered automatically by a sensor coupled to the one or more servers;
storing, by the processor, the real-time physiological sensor data in association with the particular agent in a data storage device;
receiving, by the processor, tasks and, for each task, creating a task object representing the task and a content of the task, and placing the task object in an input buffer;
determining, by the processor, a current emotional state of the particular agent based on the real-time physiological data;
determining, by the processor, a current location of the particular agent;
predicting, by the processor, based on the current location and historical physiological data, an impact on the current emotional state of the particular agent resulting from an assignment of a particular task object to the particular agent, the impact on the current emotional state including an expected stress level change;
in response to the predicted impact, excluding, by the processor, the particular agent from receiving assignment of the particular task object;
applying, by the processor, a pre-defined routing strategy to the particular task object in the input buffer to select another one of the multiple agents identified as suitable for assignment of the particular task object; and
assigning the particular task object to the selected agent, wherein the assigning includes electronically routing the task object to a communication device of the selected agent.

11. The method of claim 10 , the method further including:
receiving a request to register the sensor as associated with the particular agent; and
registering the sensor device as associated with the particular agent.

12. The method of claim 10 , the method further including:
discovering the sensor linked to at least one agent desktop associated with the particular agent; and
sending a request to register the discovered sensor as associated with the particular agent corresponding to the agent desktop.

13. The method of claim 10 , wherein the sensor includes at least one of a heartrate monitor, a respiratory monitor, a body temperature monitor, a skin conductivity monitor, a muscle activity monitor, a video camera, an audio monitor, a keyboard and a mouse.

14. The method of claim 10 , the method further including normalizing the physiological sensor data received for the particular agent on the basis of the agent's physiological baseline.

15. The method of claim 10 , the method further comprising:
generating a notification task in response to the current emotional state of the particular agent exceeding a threshold level.

16. The method of claim 10 , wherein the sensor data further includes locational sensor data pertaining to locations of the multiple agents, and the method further includes:
analyzing the sensor data for determining the current location of the particular agent.

17. The method of claim 10 , wherein the assigning the particular task object to the selected agent includes moving the task object from the input buffer to a workbin corresponding to the selected agent.

18. The method of claim 10 further comprising, utilizing at least one of statistical data representing agent performance, agent load, and workforce management data representing at least one of age

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Ristock Herbert Willi Artur
• Lee-Kwen Adrian
• Beilis David
• Connolly Christopher
• Qiao Liyuan
• Te Booij Merijn
• Kraeutler James

Classifications

• G06Q10/063112

  Skill-based matching of a person or a group to a task · CPC title

• H04L67/10

  in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) · CPC title

• G06Q10/063114 Primary

  Status monitoring or status determination for a person or group · CPC title

• H04L67/12

  specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks · CPC title

• H04L67/18

  Electricity · mapped topic