Call Center Routing Optimization Using Dynamic Queue Insertion
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Solution Overview
Problem
Conventional call center systems often fail to ensure adequate service for low-level customers due to prioritization methods that can result in low-level customers being consistently unserved, requiring numerous queues to be configured and monitored, which is complex and hard to implement.
Innovation Solution
A method and apparatus that set level parameter thresholds for each level group in a call queue, allowing new calls to be inserted based on cumulative queuing duration or put-through rates, ensuring that low-level customers are served efficiently by adjusting their position in the queue without increasing implementation difficulty.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If customers are served strictly from the head of the queue based on customer group hierarchy, then high-level customers receive priority service, but low-level customers may wait indefinitely and fail to be served
Solution Approach 1:
The patent implements dynamic queue positioning by continuously monitoring the cumulative queuing duration of customers and automatically adjusting the insertion position of new calls. When a low-level customer's waiting time exceeds a threshold, the system dynamically inserts new low-level calls ahead of higher-level calls to displace them forward in the queue, ensuring minimum service guarantees without manual intervention.
Solution Approach 2:
The system changes the queue ordering parameter based on cumulative queuing duration thresholds. By monitoring time parameters and adjusting queue position dynamically, the system ensures that low-level customers receive service within acceptable timeframes while maintaining overall hierarchical service structure.
2Reliability
If separate queues are created for each level group to balance put-through rates, then service quality for all levels improves, but the number of queues increases significantly making the system complex and difficult to implement
Solution Approach 1:
The patent merges all customer levels into a single unified call queue while implementing virtual positioning mechanisms. Instead of creating physically separate queues for each level group, the system uses logical position tracking and dynamic insertion based on cumulative waiting time, reducing queue management complexity from O(n) separate queues to a single queue with intelligent routing logic.
Solution Approach 2:
The single call queue serves multiple functions: it maintains hierarchical service structure, monitors cumulative waiting time for all levels, dynamically adjusts positioning based on time thresholds, and ensures put-through rate balance. This multi-functional approach replaces the need for multiple specialized queues while achieving the same service quality goals.
Data Source
AI summary
A method for optimizing layered service routing of a call center includes: setting a level parameter threshold for each level group in a call queue; determining a compared call from the tail of the call queue when a new call arrives; inserting the new call after the compared call if a current level parameter of the compared call is larger than or equal to a level parameter threshold of a level group where the compared call belongs when the level of the new call is higher than the level of the compared call; and routing calls from the head of the call queue. The present invention is easy to implement and only requires setting timers and making relevant judgments. It does not add to the implementation difficulty or load of a call center while guaranteeing effective services for low level customers. According to the method, an apparatus for optimizing layered service routing of a call center is disclosed.