Agent Group Query Distribution for Shorter Queue Waits
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional call distribution methods in customer interaction centers often result in increased wait times due to understaffing, remote agents not actively logged in, and lack of visibility into agent availability, leading to inefficient query handling.
Innovation Solution
Implement parallel processing and skip criteria to distribute incoming queries among available agents, defining a threshold number based on agent availability and excluding agents that fail to meet skip criteria.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional call distribution methods are used, then all incoming queries are routed to the queue, but wait times increase due to understaffing and remote agents not being actively logged in
Solution Approach 1:
The system performs preliminary actions by defining skip criteria before queries are distributed. Agent availability is pre-assessed against skip criteria (such as login status, current workload, and skill matching) to identify which agents should be excluded from receiving queries. This preliminary filtering prevents queries from being routed to unavailable agents, thereby reducing wait times without compromising query handling efficiency
Solution Approach 2:
The patent introduces an intermediary mechanism (the skip criteria evaluation system) between the query queue and agent distribution. This intermediary assesses agent availability and determines which agents should be skipped, acting as a mediator that optimizes the routing process by preventing direct distribution to unsuitable agents, thus reducing unnecessary wait times
2Productivity
If parallel processing is implemented to distribute queries to multiple agents simultaneously, then query distribution efficiency improves, but system complexity increases
Solution Approach 1:
The patent applies segmentation by dividing the agent group into distinct segments based on skip criteria evaluations. Agents are segmented into available and unavailable groups, allowing parallel processing to occur only within the available segment. This segmentation simplifies the distribution logic compared to evaluating all agents simultaneously, reducing system complexity while maintaining parallel processing efficiency
Solution Approach 2:
The system implements partial action by distributing queries to only a subset of agents who meet the skip criteria, rather than attempting to manage all agents in parallel. This selective approach reduces the computational complexity of parallel processing while still achieving improved query distribution speed by utilizing only the most suitable available agents
3Measurement precision
If skip criteria are applied to filter out unavailable agents, then query routing accuracy improves, but processing overhead increases
Solution Approach 1:
The system performs preliminary assessment of agent availability against skip criteria before query distribution begins. By pre-evaluating agent status (login state, current capacity, skill compatibility), the system establishes an accurate baseline of available agents, improving routing precision without requiring continuous complex evaluations during the distribution process itself
Solution Approach 2:
Agents effectively perform self-service by maintaining their own availability status information (such as login state and current workload). The system leverages this self-reported data as part of the skip criteria evaluation, reducing the processing overhead required to assess agent availability while maintaining high routing accuracy
Data Source
AI summary
The distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. A threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. In response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. The threshold number of queries may be based on half of the number of agents that are available at the given time.