US 12,445,559 B1
Systems and methods for modifying contact center queue assignments
Matthew Grady McConnell, Atlantic Beach, FL (US); Theodore Lango, Fort Lauderdale, FL (US); Kevin Wilson, Bradenton, FL (US); Michael Carl Jarus, Danielsville, GA (US); Harper Flores, Cleveland, TX (US); Christopher Powell Busbee, Marietta, GA (US); Ernest Foster, Roswell, GA (US); and Naveen Thilagan, Atlanta, GA (US)
Assigned to Intradiem, Inc., Marietta, GA (US)
Filed by Intradiem, Inc., Marietta, GA (US)
Filed on Dec. 30, 2024, as Appl. No. 19/005,906.
Claims priority of provisional application 63/704,717, filed on Oct. 8, 2024.
Int. Cl. H04M 3/523 (2006.01)
CPC H04M 3/5232 (2013.01) 28 Claims
OG exemplary drawing
 
1. A method for modifying a queue assignment for a contact center, the method comprising:
receiving, at a first time instance, by at least one computing device, first queue data associated with at least two queues including a first queue and a second queue, the first queue data maintained by an automated call distribution (ACD) server, the at least two queues each comprising an ordering of respective tasks to be handled at computing device instances associated with the contact center, and the computing device instances each having a respective queue assignment to one or more of the at least two queues to handle the respective tasks of each of the at least two queues;
storing, by the at least one computing device, in a storage device accessible by the at least one computing device, the first queue data;
receiving, at a second time instance, by the at least one computing device, second queue data associated with the at least two queues, the second queue data maintained by the ACD server and relating to a time duration spanning between the first time instance and the second time instance;
storing, by the at least one computing device, in the storage device accessible by the at least one computing device, the second queue data;
determining, by the at least one computing device, from the first queue data and the second queue data, first time-based service metrics associated with the first queue and second time-based service metrics associated with the second queue;
determining, by the at least one computing device, from the first time-based service metrics and a first time-based service target associated with the first queue, a first net staffing attribute indicating a first staffing surplus or shortage of the first queue relative to the first time-based service target for a predetermined first service target time period, wherein the first time-based service target is selected from the group consisting of (a) a first average speed of answer (ASA) specifying an average time for one of the computing device instances to initiate handling of a particular task after the particular task has been assigned to the first queue and (b) a first service level specifying a percentage of tasks for which handling is initiated within a specified time frame after the tasks are assigned to the first queue;
determining, by the at least one computing device, from the second time-based service metrics and a second time-based service target associated with the second queue, a second net staffing attribute indicating a second staffing surplus or shortage of the second queue relative to the second time-based service target for a predetermined second service target time period, wherein the second time-based service target is selected from the group consisting of (a) a second average speed of answer (ASA) specifying an average time for one of the computing device instances to initiate handling of a particular task after the particular task has been assigned to the second queue and (b) a second service level specifying a percentage of tasks for which handling is initiated within a specified time frame after the tasks are assigned to the second queue;
determining, by the at least one computing device, using as inputs (a) the first time-based service metrics, (b) the second time-based service metrics, (c) data describing eligible staffing changes, and (d) at least one predetermined constraint, at least one staffing change for at least one of the first queue or the second queue, wherein the at least one staffing change is a modification to the queue assignment of a subset of the computing device instances that is predicted to improve at least one of the first net staffing attribute or the second net staffing attribute; and
implementing, by the at least one computing device, the at least one staffing change by modifying the queue assignment of the subset of the computing device instances.