Patent Application
20090262923
The present invention generally relates to information technology, and, more particularly, to service requests.
Existing service (that is, non-manufacturing domains, such as but not limited to information technology (IT) service delivery, call centers, health care delivery, loan and/or mortgage processing, etc.) dispatching systems use a dispatcher, most often, a human agent generally knowledgeable in the relevant service industry, to allocate service requests to different service agent queues.
Existing methods for dispatching requests to service agents have numerous drawbacks. For example, existing approaches include ad hoc methods for determining how complex an incoming service request is, and for matching that request with the most appropriate agent skills. Also, existing approaches are not designed to consider the overall state of the system. Further, existing dispatching control systems assume stationary variance. For example, the skills and skill level of an agent remain constant with time, which is not appropriate in a service environment due to factors such as agent training, group dynamics, different tools and technologies used by agents to diagnose and fulfill service requests at different times.
Additionally, existing approaches do not account for variability in the skill levels of the different queue servers or differences in the complexity of the calls that arrive to the center when distributing the calls.
As described herein, significant improvement in service levels can be achieved by, for example, incorporating additional factors such as, for example, service complexity, priority, agent-skill variability set, and non-stationary variance, that are missing in existing approaches. Existing techniques are drawn largely from the manufacturing environment, and thus reflect the more stationary and predictable manufacturing setting where factors such as varying skill sets, agent training, or group dynamics are not relevant.
Principles of the present invention provide techniques for dispatching service requests. An exemplary method (which may be computer-implemented) for dispatching one or more services requests to one or more agents, according to one aspect of the invention, can include steps of obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests.
In an embodiment of the invention, an exemplary method for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents includes the following steps. One or more attributes of each service request are obtained. One or more attributes of each agent are obtained. Also, each attribute is stored in a searchable database, wherein the database is used to determine one or more suitable agents for each service request.
At least one embodiment of the invention can be implemented in the form of a computer product including a computer usable medium with computer usable program code for performing the method steps indicated. Furthermore, at least one embodiment of the invention can be implemented in the form of an apparatus including a memory and at least one processor that is coupled to the memory and operative to perform exemplary method steps.
These and other objects, features and advantages of the present invention will become apparent from the following detailed description of illustrative embodiments thereof, which is to be read in connection with the accompanying drawings.
Principles of the present invention include techniques for dispatching service requests to different agents. One or more embodiments of the invention consider several attributes of requests (for example, service complexity, priority, etc.), measure of agent attributes (for example, skills and variability measures) and feedback from individual agent queues while satisfying an overall objective for the dispatching system (for example, minimization of agent idle times, minimization of penalty due to service agreement violation, etc.). Principles of the invention also establish metrics that can be used for process control to monitor the state of a system for dispatching service requests.
One or more embodiments of the present invention can include the following illustrative steps. Requests for services arrive at a dispatcher (for example, a manual dispatcher, an automated agent, or a human agent assisted by an automated agent). The dispatcher determines the attributes of the service request and assesses the state of the system based upon feedback from the individual server queues. This feedback loop from individual agent queues can be used to determine the expected deadline of the service task for an agent.
Also, an algorithm can be used to determine a set of suitable agents whose attributes set (such as, for example, skills, skill level, and variability over time) can guarantee, within a user-defined limit, a deadline for completing the service request while meeting required system constraints (such as, for example, service agreement levels, deadlines, costs, etc.). The most suitable agent can then be selected, for example, using any heuristic search algorithm or mathematical optimization technique. An exemplary algorithm can include an index containing agents and their skill profiles, service requests currently being served, and expected cost of serving each incoming service request in queue by the set of most suitable agents, and determining an assignment of the incoming service requests to the most suitable agent such that average utilization of agents is kept at a specified level while keeping the cost of missing service levels on service requests to a minimum. Also, one or more embodiments of the invention are algorithm-neutral.
The techniques described herein include numerous advantages over existing approaches. For example, one or more embodiments of the invention choose an agent not simply based on the type of skills the agent may have, but also on other attributes such as the level and the variability of the agent's skills as compared to other agents in the system. Additionally, one or more embodiments of the present invention optimize a set of overall objectives for a system, increase the satisfaction probability of system objectives and constraints, and design for feedback from individual agent queues so that an accurate estimate of the expected service time of a service request can be made. Also, the techniques described herein explicitly allow for non-stationary service time variance which can arise, for example, when service agents are re-trained with different skills and levels. Further, one or more embodiments of the invention include techniques for a work-in-process to signal to a service request dispatching system.
A dispatcher 106 manually determines the type of service needed in the request, indicating which skills are required to service the request. Once this service type determination is made, the dispatcher 106 places the request in a service queue. Each service queue is staffed by a group of agents 110 skilled in one or multiple types of services. The service request is either assigned to a specific agent by the dispatcher (that is, the push model) or it can be picked up by an agent from the queue (that is, the pull model). Further, in order to reduce set-up time, a dispatcher may choose to batch several service requests of similar type and priority before assigning them to specific agents or placing them in a specific queue.
The system can also allow for non-stationary variance in service attributes, agent skill levels, and queue lengths, to monitor system performance. Automated and manual notification via communication devices, such as email or pagers, can serve to alert those who monitor the system if system objectives deviate outside of specified limits.
Step 308 includes using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Determining a suitable agent can include using a heuristic search algorithm and/or a mathematical optimization technique. Also, determining a suitable agent can include selecting the most appropriate agent based on agent skill, agent service time variability, service deadline, system objectives and constraints.
Further, using the service request and agent attributes, as well as the agent queue feedback to determine a suitable agent can include, for example, classifying each service request based upon the attributes of each request and the attributes of each service agent.
The techniques depicted in
Additionally, the techniques depicted in
A variety of techniques, utilizing dedicated hardware, general purpose processors, software, or a combination of the foregoing may be employed to implement the present invention. At least one embodiment of the invention can be implemented in the form of a computer product including a computer usable medium with computer usable program code for performing the method steps indicated. Furthermore, at least one embodiment of the invention can be implemented in the form of an apparatus including a memory and at least one processor that is coupled to the memory and operative to perform exemplary method steps.
At present, it is believed that the preferred implementation will make substantial use of software running on a general-purpose computer or workstation. With reference to
Accordingly, computer software including instructions or code for performing the methodologies of the invention, as described herein, may be stored in one or more of the associated memory devices (for example, ROM, fixed or removable memory) and, when ready to be utilized, loaded in part or in whole (for example, into RAM) and executed by a CPU. Such software could include, but is not limited to, firmware, resident software, microcode, and the like.
Furthermore, the invention can take the form of a computer program product accessible from a computer-usable or computer-readable medium (for example, media 518) providing program code for use by or in connection with a computer or any instruction execution system. For the purposes of this description, a computer usable or computer readable medium can be any apparatus for use by or in connection with the instruction execution system, apparatus, or device.
The medium can be an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system (or apparatus or device) or a propagation medium. Examples of a computer-readable medium include a semiconductor or solid-state memory (for example, memory 504), magnetic tape, a removable computer diskette (for example, media 518), a random access memory (RAM), a read-only memory (ROM), a rigid magnetic disk and an optical disk. Current examples of optical disks include compact disk-read only memory (CD-ROM), compact disk-read and/or write (CD-R/W) and DVD.
A data processing system suitable for storing and/or executing program code will include at least one processor 502 coupled directly or indirectly to memory elements 504 through a system bus 510. The memory elements can include local memory employed during actual execution of the program code, bulk storage, and cache memories which provide temporary storage of at least some program code in order to reduce the number of times code must be retrieved from bulk storage during execution.
Input and/or output or I/O devices (including but not limited to keyboards 508, displays 506, pointing devices, and the like) can be coupled to the system either directly (such as via bus 510) or through intervening I/O controllers (omitted for clarity).
Network adapters such as network interface 514 may also be coupled to the system to enable the data processing system to become coupled to other data processing systems or remote printers or storage devices through intervening private or public networks. Modems, cable modem and Ethernet cards are just a few of the currently available types of network adapters.
In any case, it should be understood that the components illustrated herein may be implemented in various forms of hardware, software, or combinations thereof, for example, application specific integrated circuit(s) (ASICS), functional circuitry, one or more appropriately programmed general purpose digital computers with associated memory, and the like. Given the teachings of the invention provided herein, one of ordinary skill in the related art will be able to contemplate other implementations of the components of the invention.
At least one embodiment of the invention may provide one or more beneficial effects, such as, for example, designing for feedback from individual agent queues so that an accurate estimate of the expected service time of a service request can be made.
Although illustrative embodiments of the present invention have been described herein with reference to the accompanying drawings, it is to be understood that the invention is not limited to those precise embodiments, and that various other changes and modifications may be made by one skilled in the art without departing from the scope or spirit of the invention.
