Contact Center Routing System Using Cost-Based Agent Capacity

The patent transforms agent capacity from a binary state (available/unavailable) to a continuous spectrum by introducing capacity values and cost values. This allows the routing system to dynamically adjust routing decisions based on real-time calculations of available capacity, enabling more flexible and efficient load distribution during peak periods, thereby reducing waiting times while maintaining service quality

The system implements dynamic capacity management where agent availability is continuously recalculated based on ongoing interactions and capacity consumption. The routing process dynamically adjusts which agents can receive new interactions by comparing cost values of incoming interactions against real-time available capacity, allowing the system to adapt to changing conditions and optimize resource utilization during peak periods

The patent creates a universal capacity management framework that works across multiple communication mediums (voice, email, chat, etc.) using a common set of rules and calculations. By defining medium-specific cost values and applying a unified capacity comparison logic, the system enables agents to handle diverse interaction types through a single manageable interface, increasing service coverage without proportionally increasing management complexity

The system manages multi-medium complexity by transforming diverse interaction types into comparable parameters through cost values. Each interaction type (voice call, email, chat) is assigned a cost value that reflects its resource consumption, allowing the routing system to uniformly evaluate and distribute work across agents handling multiple mediums using simple capacity comparisons rather than complex medium-specific rules