ACD Call Transfer Queuing to Reduce Wait Time
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Solution Overview
Problem
In automatic call distribution systems, customers are often placed on hold while waiting for a second agent with the required skills to become available, leading to increased wait times and inefficiencies in call centers.
Innovation Solution
A method and system that allow an agent and a caller to continue interacting while waiting for a second agent to be selected, by queuing the transfer request and prioritizing it, and then notifying the first agent to transfer the call to the selected second agent, maintaining communication throughout the process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the caller is placed on hold to wait for the second agent to become available, then the transfer can be completed smoothly, but the customer wait time increases
Solution Approach 1:
The system performs preliminary actions by automatically selecting and queuing the second agent before the caller is placed on hold. The transfer request is processed in the background, and the caller only waits for the brief period needed to be connected to the already-selected second agent, rather than waiting for agent availability from scratch.
Solution Approach 2:
The ACD system acts as an intermediary that manages the transfer process independently. It selects the second agent, queues the transfer request, and coordinates the connection between the caller and second agent without requiring the first agent to manually manage the hold period or the caller to wait passively.
2Reliability
If the first agent waits in queue for the second agent while the caller is on hold, then the transfer can be properly handed off, but both the agent and caller are idle
Solution Approach 1:
The system extracts the agent selection and queuing process from the manual agent-caller interaction. The ACD automatically selects the second agent and manages the transfer queue independently, freeing both the first agent and the caller from idle waiting and allowing them to remain productive or engaged respectively.
Solution Approach 2:
The ACD system performs the transfer coordination automatically without requiring manual intervention from the first agent to wait in queue. The system self-manages the selection, queuing, and connection process, eliminating the idle period for both agent and caller.
3Ease of operation
If music on hold resources are provided during the transfer wait time, then the caller experience is improved, but system resources are consumed
Solution Approach 1:
The system performs preliminary agent selection and transfer queuing before the caller enters the hold state. This minimizes or eliminates the duration during which music on hold resources are needed, as the caller is connected to the second agent almost immediately after the transfer request is initiated.
Data Source
AI summary
A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.