Agent Selector System for Dynamic Customer Routing
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Solution Overview
Problem
Contact centers face inefficiencies in routing customers to appropriate agents, leading to increased wait times and reduced customer satisfaction due to lack of flexibility in selecting agents based on specific customer needs and preferences.
Innovation Solution
A computer-based agent selector system that monitors communication session parameters, generates a list of available agents, and allows users to select an agent based on real-time analytical data, enabling direct communication through various channels like social media or mobile applications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If conventional automatic routing is used to direct customers to agents, then routing speed is improved, but flexibility in selecting agents based on customer needs deteriorates
Solution Approach 1:
The system dynamically generates agent lists based on real-time parameters including customer input attributes, agent availability, and skill matching. The routing mechanism transitions from static automatic assignment to dynamic customer-influenced selection, allowing the system to adapt to varying customer needs while maintaining efficient routing.
Solution Approach 2:
The system introduces an intermediary routing mechanism that bridges automatic routing and customer choice. The generated agent list acts as an intermediary structure, pre-filtered by system criteria but presented to customers for final selection, combining automated efficiency with customer flexibility.
2Measurement precision
If multiple routing criteria are monitored to improve match rate, then agent-customer matching quality is improved, but system complexity increases
Solution Approach 1:
The routing system is segmented into distinct functional modules: parameter monitoring module, agent list generation module, and customer selection module. Each module handles specific aspects of the routing process, making the complex system more manageable and maintainable while achieving high match rates through multi-criteria evaluation.
3Loss of time
If customer wait time is reduced by improving routing efficiency, then service level is improved, but agent utilization may deteriorate
Solution Approach 1:
The system performs preliminary actions by pre-generating and pre-screening agent lists based on multiple criteria including current agent workload, skills, and availability. This preliminary preparation ensures that customers are quickly routed to well-matched available agents, reducing wait times while maintaining optimal agent utilization through proactive workload management.
Data Source
AI summary
An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.