Technologies for adaptive predictive routing in contact center systems

Patent metadata

Field	Value
Publication number	US-12225159-B2
Application number	US-202318104088-A
Country	US
Kind code	B2
Filing date	Jan 31, 2023
Priority date	Jan 31, 2023
Publication date	Feb 11, 2025
Grant date	Feb 11, 2025

Abstract

A method for adaptive predictive routing in a contact center system according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator, and routing the interaction to a first contact center agent determined to be available to be routed the interaction.

First claim

What is claimed is:

1. A method for adaptive predictive routing in a contact center system, the method comprising:
identifying an interaction to be routed to a contact center agent;
determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator; and
routing the interaction to a first contact center agent determined to be available to be routed the interaction;
wherein determining, for each agent cohort of the plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction comprises:
determining, within a first cohort time period, whether a contact center agent within a first agent cohort is available to be routed the interaction, wherein the first agent cohort includes contact center agents having agent performance scores within a first range; and
determining, within a second cohort time period following the first cohort time period and in response to determining that the interaction is unable to be routed to a contact center agent within the first agent cohort within the first cohort time period, whether a contact center agent within a second agent cohort is available to be routed the interaction, wherein the second agent cohort includes contact center agents having agent performance scores within a second range of scores lesser than the first range of scores.

2. The method of claim 1 , wherein the first cohort time period is different from the second cohort time period.

3. The method of claim 1 , wherein the first range is of a different size than the second range.

4. The method of claim 1 , further comprising performing fallback automatic call distribution routing in response to determining that the interaction is unable to be routed to an agent within one of the plurality of agent cohorts within a total timeout period.

5. A computing system for adaptive predictive routing in a contact center system, the computing system comprising:
at least one processor; and
at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the computing system to:
identify an interaction to be routed to a contact center agent;
determine, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator; and
route the interaction to a first contact center agent determined to be available to be routed the interaction;

wherein to determine, for each agent cohort of the plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction comprises to:
determine, within a first cohort time period, whether a contact center agent within a first agent cohort is available to be routed the interaction, wherein the first agent cohort includes contact center agents having agent performance scores within a first range; and
determine, within a second cohort time period following the first cohort time period and in response to a determination that the interaction is unable to be routed to a contact center agent within the first agent cohort within the first cohort time period, whether a contact center agent within the first agent cohort or a second agent cohort is available to be routed the interaction, wherein the second agent cohort includes contact center agents having agent performance scores within a second range of scores lesser than the first range of scores.

6. The computing system of claim 5 , wherein the first cohort time period is different from the second cohort time period.

7. The computing system of claim 5 , wherein the first range is of a different size than the second range.

8. The computing system of claim 5 , wherein the plurality of instructions further causes the computing system to perform fallback automatic call distribution routing in response to a determination that the interaction is unable to be routed to an agent within one of the plurality of agent cohorts within a total timeout period.

Assignees

• Genesys Cloud Services Inc

Inventors

• Kalra Manan
• Toth Gergely
• Farrell David
• Munoz Emir

Classifications

• H04M3/5238

  with waiting time or load prediction arrangements · CPC title

• H04M3/5236

  Sequential or circular distribution · CPC title

• H04M3/5232

  Call distribution algorithms · CPC title

• H04M2203/402

  Agent or workforce management · CPC title

• H04M3/5233 Primary

  Operator skill based call distribution · CPC title