US 9,813,557 B2
Conditional attribute mapping in work assignment
Robert C. Steiner, Broomfield, CO (US)
Assigned to Avaya Inc., Basking Ridge, NJ (US)
Filed by Avaya Inc., Basking Ridge, NJ (US)
Filed on Aug. 9, 2013, as Appl. No. 13/963,843.
Prior Publication US 2015/0043726 A1, Feb. 12, 2015
Int. Cl. H04M 3/00 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5233 (2013.01) 20 Claims
OG exemplary drawing
 
1. A method, comprising:
analyzing, by a processor, via a work assignment mechanism, a work item for one or more attributes, wherein the work item represents a contact received at a contact center, via a network, from a first communication device;
determining, by the processor, from the one or more attributes, a preferred attribute and a conditional attribute for the work item at a first time;
placing, by the processor, the work item in a first work pool for service by a first resource in a first resource pool, wherein the first work pool is an unordered collection of like work items, wherein the first resource pool includes at least one resource possessing the preferred attribute;
after placing the work item in the first work pool, receiving, by the processor, an alternative assignment condition input associated with the work item, wherein the alternative assignment condition input increases a number of resources included in a work assignment decision for the work item;
additionally placing, by the processor and in response to receiving the alternative assignment condition input and while the work item is placed for service by the first resource in the first resource pool, the work item in a different second work pool for service by a second resource in a second resource pool such that the work item is placed in both the first work pool and the second work pool until the work item is assigned to the first or second resource in the first or second resource pool and wherein the second work pool is an unordered collection of like work items and wherein the second resource pool includes at least one resource having the conditional attribute and not the preferred attribute; and
routing, by the processor, the work item to a communication device of the first or second resource in the first or second resource pool from one of the first work pool or the second work pool.