System and method for managing resources in an enterprise

Patent metadata

Field	Value
Publication number	US-2016006871-A1
Application number	US-201414323432-A
Country	US
Kind code	A1
Filing date	Jul 3, 2014
Priority date	Jul 3, 2014
Publication date	Jan 7, 2016
Grant date	—

Abstract

A call manager system for managing resource allocation for a call in an enterprise is disclosed. The call manager system includes a monitoring module configured to monitor one or more parameters of the call, wherein each parameter of the one or more parameters comprises a parameter value. The call manager system further includes a computing module configured to generate a justification value based on the parameter value of the monitored parameters. The call manager system further includes an allocating module configured to allocate one or more resources to the call based on the justification value. The call manager system further includes a display module configured to display one or more visual representations for a current status of the parameter values of the monitored parameters.

First claim

What is claimed is:

1 . A call manager system for managing resource allocation for a call in an enterprise, the call manager system comprising:
a monitoring module configured to monitor one or more parameters of the call, wherein each parameter of the one or more parameters comprises a parameter value; a computing module configured to generate a justification value based on the parameter values of the monitored parameters; and an allocating module configured to allocate one or more resources to the call based on the justification value.

2 . The call manager system of claim 1 , wherein the call comprises at least one of a voice call, a video call, an email, an instant message, a text message, and a Voice over Internet Protocol (VoIP).

3 . The call manager system of claim 1 , wherein parameters of the call comprise at least one of an importance of a customer, a sentiment type of a customer or an agent, an agent skill set, and a skill level of a current agent.

4 . The call manager system of claim 3 , wherein the computing module is further configured to compute an inverse of the skill level of the current agent, or similarly normalised values for any of the monitored parameters.

5 . The call manager system of claim 1 , wherein the computing module is further configured to compare the justification value with a predefined threshold.

6 . The call manager system of claim 1 , wherein the justification value is a cumulative value of the parameter values over a duration of the call.

7 . The call manager system of claim 1 , further comprising a display module configured to generate and display one or more visual representations for a current status of the parameter values of the monitored parameters of the call.

8 . The call manager system of claim 1 , wherein the parameter values of the monitored parameters change during the call.

9 . The call manager system of claim 1 , wherein the computing module is configured to determine allocation of the one or more resources based on a rate of change of the parameter values of the monitored parameters during the call.

10 . The call manager system of claim 1 , wherein the one or more resources are allocated when the justification value is more than the predefined threshold.

11 . The call manager system of claim 1 , wherein the one or more resources is one of a reserve agent, an agent, a supervisor, or a Subject Matter Expert (SME).

12 . The call manager system of claim 1 , wherein the allocation module is further configured to select the one or more resources based on one or more factors to improve handling of the call, wherein the factors comprise at least one of a personality type, gender, or an accent.

13 . The call manager system of claim 1 , wherein the allocation module is further configured to enable manual override of the allocation.

14 . A computer-implemented method for managing resource allocation for a call in an enterprise, the method comprising:
monitoring one or more parameters of the call, wherein each parameter of the one or more parameters comprises a parameter value; generating a justification value for the call based on the parameter values of the monitored parameters; comparing the justification value with a predefined threshold; and allocating one or more resources to the call based on the threshold.

15 . The method of claim 13 , wherein parameters of the call comprise at least one of an importance of a customer, a sentiment type of a customer or an agent, an agent skill set, and a skill level of a current agent.

16 . The method of claim 14 , further computing an inverse of the skill level of the current agent.

17 . The method of claim 14 , further comprising identifying a genre of calls that require additional resources.

18 . The method of claim 13 , wherein the parameter values of the monitored parameters of the call change during the call.

19 . The method of claim 13 , further comprising displaying one or more visual representations for current status of the parameter values of the monitored parameters of the call.

20 . The method of claim 13 , wherein the one or more resources is one of a reserve agent, an agent, a supervisor, or a Subject Matter Expert (SME).

21 . A computer-implemented method for managing resource allocation for a call in an enterprise, the method comprising:
monitoring one or more parameters of the call, wherein each parameter of the one or more parameters comprises a parameter value; generating a justification value for the call based on the parameter values of the monitored parameters; comparing the justification value with a predefined threshold; allocating one or more resources to the call based on the threshold; and displaying one or more visual representations for a current status of the parameter values of the monitored parameters.

22 . The method of claim 19 , wherein parameters of the call comprise at least one of an importance of a customer, a sentiment type of a customer or an agent, an agent skill set, and a skill level of a current agent.

Assignees

• Avaya Inc

Inventors

• O'Connor Neil
• Mccormack Tony
• Aherne Yvonne

Classifications

• H04M3/5233

  Operator skill based call distribution · CPC title

• H04M3/5235

  Dependent on call type or called number [DNIS] · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title