Dynamic Agent Reallocation for Call Value Optimization
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Solution Overview
Problem
Hosted Automatic Call Distributors (ACDs) face challenges in maximizing bottom-line value due to static service level goals (SLGs) that prioritize call answering over business value, leading to inefficient allocation of agents across queues.
Innovation Solution
A method and system that dynamically reallocates agents among queues based on a calculated dynamic value profile (DVP), which considers financial attributes like revenue per call, cost per call, and legal risk, allowing for adjustments in service level goals to prioritize high-value calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If agents are allocated to queues based on fixed service level goals, then call answering targets are met, but business value is not maximized
Solution Approach 1:
The patent implements dynamic agent reallocation by continuously monitoring queue metrics (abandon rate, average wait time, service level goal compliance) and automatically adjusting agent distribution across queues based on real-time performance data. This dynamic approach allows the system to adapt agent allocation to changing call patterns and queue conditions, resolving the contradiction between meeting fixed SLGs and maximizing business value.
Solution Approach 2:
The system changes the parameter of agent allocation from static to dynamic by using real-time queue metrics as allocation drivers. Instead of fixed SLG-based allocation, the system adjusts agent distribution based on actual queue performance parameters such as abandon rate, wait time, and value profile scores, enabling both SLG compliance and value optimization simultaneously.
2Adaptability or versatility
If priority queues are provided for important customers, then high value calls are prioritized, but overall call center efficiency decreases
Solution Approach 1:
The patent applies local quality by assigning different priority levels and value profiles to different queues based on customer segment characteristics. Each queue is evaluated individually using value profiles that consider customer type, call value, and queue-specific metrics. This allows high-value queues to receive priority treatment while maintaining efficient handling of standard queues, avoiding the efficiency penalty of universal prioritization.
Solution Approach 2:
The system dynamically adjusts queue priority parameters based on real-time value profile calculations. Instead of fixed priority queues, the system continuously monitors queue metrics and adjusts priority assignments based on current call patterns, customer value profiles, and queue performance, optimizing the balance between value prioritization and overall efficiency.
3Reliability
If service level goals are strictly enforced, then call answering targets are met, but agent allocation flexibility is reduced
Solution Approach 1:
The patent implements feedback mechanisms that continuously monitor queue performance against service level goals and use this information to drive agent reallocation decisions. The system feeds back real-time metrics (abandon rate, wait time, SLG compliance) to the allocation algorithm, which adjusts agent distribution to maintain SLG compliance while optimizing for business value. This feedback loop enables both reliability and flexibility.
Solution Approach 2:
The system transforms static SLG enforcement into dynamic SLG management by continuously adjusting agent allocation based on real-time queue performance. The dynamic reallocation algorithm responds to changing conditions such as call volume spikes, queue backlog, and value profile changes, maintaining SLG compliance while providing the flexibility needed for value optimization.
Data Source
AI summary
A method for managing calls includes allocating a plurality of agents among a plurality of queues, receiving a plurality of calls each for connection with at least one of the plurality of agents, and assigning each of the plurality of calls to a queue of the plurality of queues. The method further includes monitoring a dynamic value profile for each of the plurality of queues. The dynamic value profile for a queue is calculated based on one or more financial attributes of the current calls in the queue. The method includes determining that the dynamic value profile for a first queue is greater than the dynamic value profile for a second queue. In addition, the method comprises reallocating one or more of the plurality of agents, among the plurality of queues in response to determining that the dynamic value profile for the first queue is greater than the dynamic value profile for the second queue.