Agent Capability Scoring for Queue Management
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Solution Overview
Problem
Call center queue management systems face inefficiencies due to the assumption that all agents are interchangeable, leading to potential negative impacts on customer service and difficulties in creating staffing schedules, resulting in inadvertent overstaffing and understaffing.
Innovation Solution
A method for calculating an average capability for each agent based on historical call completion data, allowing for more precise scheduling and resource allocation by determining planned and expected call completions, and adjusting schedules through agent flexibility requests.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If agents are assumed to be interchangeable for scheduling purposes, then scheduling simplicity is improved, but agent productivity and customer service quality deteriorate
Solution Approach 1:
The patent applies local quality by transitioning from a uniform scheduling approach (treating all agents equally) to a differentiated approach where each agent's unique capabilities, historical performance, and skill sets are individually assessed and utilized. The system calculates specific productivity metrics for each agent and assigns calls based on their individual strengths rather than applying a generic scheduling template to all agents.
2Device complexity
If uniform scheduling is used without considering individual agent capabilities, then scheduling complexity is reduced, but customer service quality deteriorates
Solution Approach 1:
The patent implements parameter changes by introducing multiple dimensions for evaluating and comparing agents, including historical call completion rates, average handling time, customer satisfaction scores, and specific skill sets. These quantitative parameters transform the scheduling process from a simple time-based allocation to a multi-criteria optimization system that dynamically adjusts assignments based on measured performance metrics.
3Adaptability or versatility
If agent substitution is allowed without capability assessment, then staffing flexibility is improved, but service capability deteriorates
Solution Approach 1:
The patent applies feedback by continuously monitoring and measuring each agent's performance across multiple metrics, then using this feedback information to inform future scheduling decisions. The system calculates historical averages and trends for each agent, providing real-time feedback on who is most capable of handling specific call types, thereby enabling flexible substitutions that maintain or improve service capability rather than degrading it.
4Device complexity
If traditional queue management is used without individual agent analysis, then management overhead is reduced, but staffing efficiency deteriorates
Solution Approach 1:
The patent implements self-service by enabling the scheduling system to automatically analyze agent performance data, calculate productivity metrics, and generate optimized assignments without requiring manual intervention from managers. The system autonomously processes historical data, identifies patterns in agent performance, and makes data-driven scheduling decisions, thereby reducing management overhead while significantly improving staffing efficiency through precise agent-call matching.
Data Source
AI summary
A method for calculating an average capability for each of a plurality of agents includes obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.