Automated scheduling of contact center agents using real-time analytics

Abstract

A system for automatically scheduling contact center agents using real-time analytics, comprising an analytics server that receives and analyzes interaction information, a scheduling server that produces scheduling events based on the analysis, and a queueing server that modifies a current state of agent workstations based on the scheduling events, and a method for system for automatically scheduling contact center agents using real-time analytics.

What is claimed is: 
     
         1 . A system for automatically scheduling contact center agents for immediate training using real-time analytics, comprising:
 an analytics server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to:
 receive interaction-specific information from a contact center system for an agent; 
 analyze the interaction-specific information to determine the agent's performance based on recognized patterns of interaction; 
 produce a performance result; and 
 provide said performance result to a scheduling server; and 
   a scheduling server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to:
 maintain a schedule for the agent, the schedule comprising a plurality of work items and a plurality of time-based scheduling information; 
 receive the performance result from the analytics server; 
 where the performance result indicates a need for training, schedule a training event for the agent; 
 notify an agent queueing server about the training event; and 
   an agent queueing server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to:
 receive the notification about the training event from the scheduling server; 
 receive current state information for the agent from an agent workstation; 
 place the agent's current state to an unavailable state within a call queue until the training is complete. 
   
     
     
         2 . The system of  claim 1 , wherein the interaction-specific information system for an agent is received from a plurality of contact center systems. 
     
     
         3 . The system of  claim 1 , wherein the interaction-specific information comprises speech-based audio data. 
     
     
         4 . The system of  claim 3 , wherein the analytics server is configured to perform speech analysis on the speech-based audio data. 
     
     
         5 . A method for automatically scheduling contact center agents for immediate training using real-time analytics, comprising the steps of:
 receiving interaction-specific information from a contact center system for an agent;   analyzing the interaction-specific information to determine the agent's performance based on recognized patterns of interaction;   producing a performance result;   providing said performance result to a scheduling server;   maintaining a schedule for the agent, the schedule comprising a plurality of work items and a plurality of time-based scheduling information;   receiving the performance result from the analytics server;   where the performance result indicates a need for training, scheduling a training event for the agent;   notifying an agent queueing server about the training event;   receiving the notification about the training event from the scheduling server;   receiving current state information for the agent from an agent workstation; and   placing the agent's current state to an unavailable state within a call queue until the training is complete.   
     
     
         6 . The method of  claim 6 , further comprising the step of receiving the interaction-specific information system for an agent from a plurality of contact center systems. 
     
     
         7 . The method of  claim 6 , wherein the interaction-specific information comprises speech-based audio data. 
     
     
         8 . The method of  claim 7 , further comprising the step of performing speech analysis on the speech-based audio data.