Limited Derogation of Contact Center Agent Skill Levels

Abstract

A call handler in a contact center is configured to temporarily derogate the skill level of one or more agents in a group having a common skill. During the time period of derogation, incoming calls will be routed to agents with the highest skill level, such that the normally lower skill level agents will be selected to receive calls. If there are more than one agent meeting this criteria, then the agent that has been waiting the longest to receive a call is selected. This allows the lower skill level agents to gain experience in handling calls and improving their call handling capabilities. After a set threshold, the derogation of the agents is terminated, and their skill level is restored to the pre-derogation level. In this manner the lower skill level agents are given limited opportunities for improvement by handling calls.

Description

CROSS REFERENCE TO RELATED APPLICATIONS[0001]This application is a continuation of U.S. patent application Ser. No. 16 / 787,872, filed on Feb. 11, 2020, entitled, “Limited Derogation of Contact Center Agent Skill Levels” which is hereby incorporated by reference.BACKGROUND[0002]Contact centers route incoming calls to agents based on various criteria. Frequently, calls that are directed to a common telephone number, such as toll-free number, are serviced by a pool of agents. Thus, multiple incoming calls are answered and routed to an available agent. There are various algorithms known in the art for how incoming calls can be routed to an available agent in the pool. Essentially, the phrase “routing the call” means that an agent has been selected to receive the call, and hence the former function implies the latter function with respect to receiving the call.[0003]Some routing algorithms may attempt to equitably distribute the call to the group of available agents. One approach may inv...

AI Technical Summary

Problems solved by technology

In other approaches, an algorithm that equitably distributes calls to agents is not suitable.

Equitably distributing calls to agents among both these groups may not be suitable if a caller is only able to communicate in one language (Spanish) and the selected agent is not able to converse in Spanish.

However, doing so results in an obvious outcome.

Further, receiving fewer calls may means that the agents with a lower skill level have less opportunities to improve.

This can lead to various problems, such as agent attrition, poor morale, lack of opportunities for improvement, etc.

This may lead to increase costs for the contact center operator, since replacing an agent has an associated quantifiable cost for identifying, interviewing, hiring, and training.

Failing to provide suitable opportunities for the lower skill level agents to improve means that those agents may remain at a lower skill level longer.

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