Call Center Priority Routing for Agent Workload
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Solution Overview
Problem
Conventional call center systems fail to optimize workflow efficiency by not considering agent proficiency levels and other field parameters, leading to inefficiencies during peak and trough periods, resulting in degraded customer service quality.
Innovation Solution
A call center system that prioritizes transactions based on their importance using a data processing function to determine priority levels and distribute them to agents in real-time, taking into account agent skills and workload, to manage workflow more effectively.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional call center systems process transactions using standard queuing and routing, then all transactions are handled in a uniform manner, but transaction handling time increases and efficiency decreases during peak periods
Solution Approach 1:
The patent applies local quality by assigning different priority levels to different transactions based on their specific characteristics and importance. Instead of treating all transactions uniformly, the system evaluates each transaction's priority value and routes high-priority transactions to available agents immediately while lower-priority transactions enter the queue, thereby reducing overall handling time and improving productivity during peak periods
Solution Approach 2:
The system performs preliminary action by calculating and assigning priority values to transactions before they enter the routing process. The priority calculation engine evaluates transaction attributes and assigns priority levels in advance, allowing the routing system to make informed decisions about transaction sequencing and agent allocation, which optimizes handling efficiency from the outset
2Reliability
If call centers increase the number of agents to handle peak workload, then service quality improves during peak periods, but cost increases and agents are underutilized during trough periods
Solution Approach 1:
The patent implements dynamics by making the transaction routing process adaptive to real-time system conditions. The routing system continuously monitors agent availability and dynamically adjusts transaction routing decisions based on current workload and priority levels. This dynamic approach allows the system to maintain high service quality during peak periods by prioritizing critical transactions while optimizing agent utilization during trough periods through flexible task assignment
Solution Approach 2:
The system employs feedback mechanisms where the routing engine continuously receives information about agent status, transaction queue conditions, and service level agreements. This feedback loop enables the system to adjust routing decisions in real-time, ensuring that service quality requirements are met while optimizing resource allocation and preventing agent underutilization during lower-demand periods
3Ease of operation
If call centers use simple first-come-first-served routing, then the system is easy to operate, but transaction handling efficiency and customer service quality degrade during peak periods
Solution Approach 1:
The patent applies parameter changes by introducing a priority value parameter that modifies the traditional first-come-first-served routing approach. The system calculates priority values based on transaction attributes and uses this parameter to determine routing decisions. This adds intelligence to the routing process while maintaining operational simplicity, as agents continue to receive transactions through the same interface but with priority indicators that guide efficient handling
Data Source
AI summary
A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.