System and method to select a resource in an enterprise

Patent metadata

Field	Value
Publication number	US-2016295019-A1
Application number	US-201514674236-A
Country	US
Kind code	A1
Filing date	Mar 31, 2015
Priority date	Mar 31, 2015
Publication date	Oct 6, 2016
Grant date	—

Abstract

A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. The system further includes a monitoring module to monitor one or more parameters associated with the at least one communication session. The system further includes a determination module to generate at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators. The system further includes a selection module to select the at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.

First claim

What is claimed is:

1 . A predictive system for resource allocation in an enterprise, the system comprising:
a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise; a monitoring module to monitor one or more parameters associated with the at least one communication session; a determination module to generate at least one performance score for each of the plurality of resources based on the one or more parameters and the one or more performance indicators; a selection module to select at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.

2 . The system of claim 1 , wherein the determination module further determines at least one data value associated with each of the one or more performance indicators.

3 . The system of claim 1 , wherein the at least one generated performance score is a weighted combination of the at least one determined data value associated with each of the one or more performance indicators.

4 . The system of claim 1 , wherein the determination module further ranks the plurality of available resources.

5 . The system of claim 4 , wherein the plurality of available resources are ranked based on the at least one generated performance score.

6 . The system of claim 4 , wherein the plurality of available resources are ranked based on at least one key performance indicator.

7 . The system of claim 1 , wherein the selection module further routes the at least one communication session to the at least one selected resource.

8 . The system of claim 1 , further comprising a validation module to validate the at least one generated performance score associated with the at least one selected resource.

9 . The system of claim 1 , wherein the validation module further updates the at least one generated performance score in the database.

10 . A computer-implemented method for resource allocation in an enterprise, the method comprising:
storing one or more performance indicators for a plurality of resources in at least one database, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise; monitoring one or more parameters associated with the at least one communication session; generating at least one performance score for each of the plurality of resources based on the one or more parameters and the one or more performance indicators; selecting at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource; routing the at least one communication session to the at least one selected resource; and updating the at least one generated performance score of the selected resource in the at least one database.

11 . The method of claim 10 , further comprising generating at least one data value associated with each of the one or more performance indicators.

12 . The method of claim 10 , wherein the at least one generated performance score is a weighted combination of the at least one determined data value associated with each of the one or more performance indicators.

13 . The method of claim 10 , further comprising ranking the plurality of resources.

14 . The method of claim 13 , wherein the plurality of resources are ranked based on the at least one generated performance score.

15 . The method of claim 13 , wherein the plurality of available resources are ranked based on at least one key performance indicator.

16 . The method of claim 10 , further comprising validating the at least one generated performance score of the at least one selected resource.

17 . A computer-implemented method to manage at least one communication session in an enterprise, the method comprising:
storing one or more performance indicators for a plurality of resources in at least one database, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise; monitoring one or more parameters associated with at least one communication session; generating at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators; selecting at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource; validating the at least one generated performance score associated with the at least one selected resource based on handling of the at least one communication session by the at least one selected resource; and updating the at least one validated performance score in the at least one database, wherein the at least one database is updated based on the validation of the at least one performance score.

18 . The method of claim 17 , further comprising routing the at least one communication session to the at least one selected resource.

19 . The method of claim 17 , further comprising ranking the plurality of resources based on the at least one generated performance score.

20 . The method of claim 19 , wherein the plurality of available resources are ranked based on at least one key performance indicator.

Assignees

• Avaya Inc

Inventors

• O'Connor Neil
• Mccormack Tony
• Nowak Dawid

Classifications

• G06Q10/06393

  Score-carding, benchmarking or key performance indicator [KPI] analysis · CPC title

• H04M3/5233 Primary

  Operator skill based call distribution · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M2203/401

  Performance feedback · CPC title

• H04M2203/402

  Agent or workforce management · CPC title