System and method for site aware routing for callback

Patent metadata

Field	Value
Publication number	US-10708428-B2
Application number	US-201815989859-A
Country	US
Kind code	B2
Filing date	May 25, 2018
Priority date	Aug 19, 2016
Publication date	Jul 7, 2020
Grant date	Jul 7, 2020

Abstract

A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

First claim

The invention claimed is:

1. A system, comprising:
a processor and a memory, where the memory stores instructions that, when executed by the processor, cause the processor to:
identify a voice callback request;
determine that a callback call is to be initiated for the voice callback request;
predict a first likelihood that a first agent associated with a first agent station will be available for handling the callback call, the first agent station being associated with a first call server located at a first geographic site same as the first geographic site of the first agent station;
predict a second likelihood that a second agent associated with a second agent station will be available for handling the callback call, the second likelihood being lower than the first likelihood, the second agent station being associated with a second call server located at a second geographic site same as the second geographic site of the second agent station;
select the first agent as the predicted agent based on the prediction;
identify a geographic site associated with the first agent station;
select the first call server from among the first and second call servers based on the identifying the geographic site associated with the first agent station;
initiate the callback call via the first call server; and
establish the callback call with the first agent station at the same first geographic site as the first call server where the callback call is initiated.

2. The system of claim 1 , wherein the instructions further cause the processor to identify the first agent as being available, wherein the identifying occurs within a set time threshold.

3. The system of claim 1 , wherein the instructions further cause the processor to:
identify a second callback call;
determine that the first agent is unavailable;
wait for the first agent to become available within a time threshold;
in response to determining that the first agent does not become available within the time threshold, establish the second callback call with an agent station at a different site than the site of the first call server.

4. The system of claim 1 , wherein the first call server is an orchestration server configured to establish the callback call with the first agent station.

5. The system of claim 1 , wherein the instructions further cause the processor to monitor a success rate of customer answered callbacks.

6. The system of claim 5 , wherein the instructions further cause the processor to adjust a number of callbacks based on the success rate.

7. The system of claim 1 , wherein the instructions further cause the processor to identify whether the first agent station will become available.

8. The system of claim 1 , wherein the instructions further cause the processor to consider a primary and a secondary skill of the first agent of the first agent station before establishing the callback call with the first agent station.

9. The system of claim 1 , wherein the instructions further cause the processor to optimize pacing of future callback calls based on establishing the callback call with the first agent station at the same site as the first call server.

10. The system of claim 9 , wherein the instructions further cause the processor to monitor inbound call traffic to optimize pacing.

11. A method, comprising:
identifying, by a processor, a voice callback request;
determining, by the processor, that a callback call is to be initiated for the voice callback request;
predicting, by the processor, a first likelihood that a first agent associated with a first agent station will be available for handling the callback call, the first agent station being associated with a first call server located at a first geographic site same as the first geographic site of the first agent station;
predicting, by the processor, a second likelihood that a second agent associated with a second agent station will be available for handling the callback call, the second likelihood being lower than the first likelihood, the second agent station being associated with a second call server located at a second geographic site same as the second geographic site of the second agent station;
selecting, by the processor, the first agent as the predicted agent based on the prediction;
identifying, by the processor, a geographic site associated with the first agent station;
select the first call server from among the first and second call servers based on the identifying the geographic site associated with the first agent station;
initiating, by the processor, the callback call via the first call server; and
establishing, by the processor, the callback call with the first agent station at the same first geographic site as the first call server.

12. The method of claim 11 , further comprising identifying the first agent as being available, wherein the identifying occurs within a set time threshold.

13. The method of claim 11 , further comprising:
identifying a second callback call;
determining that the first agent is unavailable;
waiting for the first agent to become available within a time threshold;
in response to determining that the first agent does not become available within the time threshold, establishing the second callback call with an agent station at a different site than the site of the first call server.

14. The method of claim 11 , wherein the call server is an orchestration server configured to establish the callback call with the first agent station.

15. The method of claim 11 , further comprising monitoring a success rate of customer answered callbacks.

16. The method of claim 15 , further comprising adjusting a number of callbacks based on the success rate.

17. The method of claim 11 , further comprising identifying whether the first agent station will become available.

18. The method of claim 11 , further comprising considering a primary and a secondary skill of the first agent of the first agent station before establishing the callback call with the first agent station.

19. The method of claim 11 , further comprising optimizing pacing of future callback calls based on establishing the callback call with the first agent station at the same site as the first call server.

20. The method of claim 19 , further comprising monitoring inbound call traffic to optimize pacing.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Mezhibovsky Vladimir
• Korolev Nikolay
• Teryoshin Vitaliy
• Duclos Gregory
• Ristock Herbert

Classifications

• H04M3/5237

  Interconnection arrangements between ACD systems · CPC title

• H04M3/5231 Primary

  with call back arrangements · CPC title

• H04M3/5232

  Call distribution algorithms · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title