Call Queue Batch Ringing for Latency Reduction
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Solution Overview
Problem
Large call centers and contact centers face excessive call latency and impractical wait times due to the inability to batch ring agents efficiently, especially when the call queue exceeds 50 agents, as only one call can be processed at a time, leading to low concurrency and long wait times for customers.
Innovation Solution
Assigning agents to groups based on their idle status, with batch ringing performed sequentially or simultaneously across groups to reduce call latency, where group size is determined by the number of online agents to maintain a call latency of 10 seconds or less, and agents with higher idle times are prioritized for ringing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If agents are batched into a single large queue, then all agents can potentially answer calls, but call latency increases and concurrency decreases when the queue exceeds 50 agents
Solution Approach 1:
The patent segments the large call queue into multiple sub-queues, each with a maximum capacity of 50 agents. When the total number of agents exceeds 50, agents are distributed across multiple sub-queues (e.g., Queue 1 with agents A-E, Queue 2 with agents F-J). This segmentation allows parallel processing of calls across sub-queues, reducing overall call latency while maintaining high call handling capacity.
2Productivity
If only one call is processed at a time in a single queue, then call management is simple, but concurrency is low and wait times are long for large queues
Solution Approach 1:
The system divides a single large queue into multiple sub-queues, enabling parallel call processing across sub-queues. This increases concurrency from 1 to N (where N is the number of sub-queues), allowing multiple calls to be handled simultaneously while keeping each sub-queue manageable in size.
Solution Approach 2:
The patent implements dynamic agent assignment where agents can be moved between sub-queues based on call volume and availability. The system dynamically determines which sub-queue to route incoming calls to based on current queue lengths and agent status, optimizing resource utilization without requiring complex manual management.
3Loss of time
If agents are distributed across multiple groups, then call latency is reduced through parallel processing, but the system complexity increases
Solution Approach 1:
The system creates multiple sub-queues with maximum 50 agents each, allowing parallel call processing that reduces call latency. The segmentation is implemented with clear boundaries and routing rules, making the complexity manageable through systematic organization rather than chaotic distribution.
Solution Approach 2:
The patent changes the parameter of queue capacity from a single large queue to multiple smaller queues with defined size constraints (max 50 per queue). This parameter change enables parallel processing and reduced latency while the systematic routing logic keeps system complexity controlled through clear operational rules.
Data Source
AI summary
Calls for large call queues are handled by a system that assigns agents of a call queue to one of a first group or a second group. A size of the first group or the second group is based on the online agents of the call queue that have an idle call status. The system batch rings each agent of the first group when an incoming call is received. If the incoming call is unanswered by the first group, the system batch rings each agent of the second group.