Dynamic Agent Device-Medium Association in Contact Centers
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Solution Overview
Problem
The dynamic nature of communication mediums and devices used by agents in contact centers makes it challenging to provide uniform and effective communication services, as agents may support multiple mediums simultaneously and use their own devices, leading to difficulties in managing device and medium associations.
Innovation Solution
A system and method that dynamically determine the mediums supported by agents and associate related applications with available devices based on device capabilities, location, and other factors, allowing for re-association as devices or mediums change, enabling flexible management of contact center operations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If agents use their own devices and support multiple communication mediums dynamically, then the flexibility and adaptability of the contact center is improved, but the complexity of managing device and medium associations increases
Solution Approach 1:
The system automatically detects device capabilities and associates appropriate communication mediums without manual configuration. Agents' devices self-report their capabilities (audio, video, text) and the system dynamically assigns relevant mediums, eliminating the need for complex manual device-medium mapping by administrators.
Solution Approach 2:
The device-medium associations are dynamic rather than static. The system continuously monitors device availability and capability changes, automatically updating associations as devices are added, removed, or have their capabilities modified. This allows real-time adaptation to changing contact center needs.
2Adaptability or versatility
If the contact center supports multiple communication mediums simultaneously, then the service coverage is improved, but the difficulty of providing uniform communication services increases
Solution Approach 1:
The system provides a universal framework that handles multiple communication mediums (audio, video, text) through a single integrated platform. The same underlying system manages all medium types, associating them with devices based on capability, which simplifies service provision despite supporting diverse communication methods.
3Speed
If device capabilities and configurations are dynamically updated, then the responsiveness to changing needs is improved, but the frequency of system re-associations increases management overhead
Solution Approach 1:
The system continuously receives feedback from devices about their capabilities and availability status. When devices report changes (e.g., joining the network, capability updates), the system automatically processes this feedback and updates associations in real-time, maintaining optimal configuration without requiring manual intervention.
Data Source
AI summary
In a contact center, agents are assigned to support customers using various media, such as audio, video, and/or text communications. The various media types have a related application. The mediums that an agent can support are determined. In addition, an agent has devices that are available for use by the agent. For example, the agent may have a cellular telephone and a tablet device available for use. The related application(s) are associated with the devices available for use by the agent based on a capability of at least one device. This is done in relation to the medium(s) supported by the agent. For example, an audio application can be associated with a cellular telephone and a text application can be associated with a tablet device. As the devices or mediums supported by the agent changes, the system can re-associate the related application(s) based on the new configuration.