Agent Work Item Grouping Across Media Types
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Solution Overview
Problem
Conventional contact centers face inefficiencies when agents require assistance from Subject Matter Experts (SMEs) due to limitations in transferring and sharing context across different media types, leading to delays and inconsistencies in service.
Innovation Solution
An architecture that allows agents to bind and share customer-escalated work items across different media types, providing a target agent with a contextual presentation of related interactions through relationship pointers and attributes, enabling efficient collaboration without transferring interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If interactions are transferred between agents to address unanswerable queries, then the customer receives specialized assistance, but the customer must repeat information and experiences unnecessary delays
Solution Approach 1:
The system performs preliminary actions by automatically gathering and transmitting interaction context, work item details, and customer information to the target agent before the transfer is complete. This preliminary preparation eliminates the need for customers to repeat information and reduces handling time while ensuring reliable specialized assistance.
2Adaptability or versatility
If interactions are enqueued after transfer based on contact center load and agent availability, then routing flexibility is maintained, but unnecessary delays are introduced to customer service
Solution Approach 1:
The system performs preliminary routing by identifying and notifying the most appropriate target agent based on skills and availability before the interaction is fully transferred. This preliminary assignment reduces delays while maintaining routing flexibility through the consult medium framework.
3Reliability
If agents consult SMEs over phone or transfer interactions, then specialized knowledge is accessed, but context sharing across media types is limited and inefficient
Solution Approach 1:
The consult medium framework provides universal context sharing capability across multiple media types including email, chat, voice, and file transfers. The system can share work items, customer information, and interaction context regardless of the original media type, enabling efficient SME consultation while maintaining ease of operation through a unified interface.
4Stability of the object's composition
If the original interaction medium is used for consult, then media consistency is maintained, but faster servicing cannot be achieved and SME availability on that channel may be limited
Solution Approach 1:
The consult medium acts as an intermediary that bridges the original interaction medium and the SME's available medium. The system translates and transmits context across different media types, allowing SMEs to be consulted on their preferred channel while maintaining the integrity of the original interaction. This intermediary approach enables faster servicing without sacrificing media consistency.
Data Source
AI summary
The present invention, in one embodiment, provides an architecture that allows a first agent to bind one or more customer-escalated work items of different media types already assigned to him with a consult interaction of an entirely different media type such that a target agent consulted has a contextual view of all the interactions owned by the first agent. Typically, the interaction grouping is post-assignment, and the context is provided to the target agent in the course of, and by means of, an agent consult.