Call Flow Event Grouping for Contact Center Resource Management
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Solution Overview
Problem
Current contact center flow analysis systems fail to fully utilize generated statistics, as they do not effectively evaluate statistics from various events in relation to each other, leading to less effective resource management.
Innovation Solution
The system organizes call flow events into event groups, allowing for the display of associated call statistics and enabling the selection of call flows to show calls related to specific events, thereby facilitating better resource allocation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If statistics are generated for events in the call flow, then information about call flow events is available, but the statistics from various events are not evaluated in relation to other events, resulting in less effective management of call center resources
Solution Approach 1:
The patent segments call flow events into distinct event groups (e.g., IVR events, queue events, agent events) and organizes statistics by these segments. This allows systematic evaluation of statistics from different events in relation to each other, enabling effective resource management through comparative analysis of segmented data.
Solution Approach 2:
The patent adds a hierarchical dimension to statistics display by organizing events into event groups, allowing users to view statistics at multiple levels (individual events, event groups, overall call flow). This dimensional structure enables comprehensive evaluation of statistics relationships and improves resource management effectiveness.
2Loss of information
If call flow events are displayed with associated statistics, then detailed information is provided, but the system lacks the ability to fully utilize the information generated for effective resource management
Solution Approach 1:
By segmenting events into organized groups with clear hierarchical structure, the system makes generated information more accessible and usable. Event groups provide natural categories for analyzing statistics, enabling operators to easily identify patterns and allocate resources effectively without overwhelming complexity.
Solution Approach 2:
The system provides feedback mechanisms that allow users to interact with statistics by selecting event groups and events, displaying related call flows and metrics. This feedback loop enables continuous evaluation and optimization of resource allocation based on real-time statistical information.
Data Source
AI summary
The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.