Call Routing by Agent Ringing Load and Idle-Time Batching
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Solution Overview
Problem
Existing call center systems struggle to efficiently route incoming calls to agents without overburdening them or causing excessive wait times for callers, leading to suboptimal customer service.
Innovation Solution
A computer-implemented method that identifies available agents based on the number of ringing calls and idle time, arranging them into batches to prioritize agents with fewer ringing calls and more idle time, ensuring incoming calls are routed to those agents first.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If calls are routed to available agents using traditional methods, then calls can be answered, but agents may be overly burdened with multiple ringing calls simultaneously
Solution Approach 1:
The patent applies local quality by treating each agent differently based on their individual workload state. Agents are evaluated based on their specific number of ringing calls and idle time, and calls are routed to agents with locally optimal conditions (fewer ringing calls), rather than using a uniform routing rule for all agents.
Solution Approach 2:
The system dynamically changes the routing parameter by selecting agents based on the number of ringing calls and idle time. The routing decision is based on these varying parameters that change over time, allowing the system to adapt to current agent workloads and distribute calls more evenly.
2Loss of time
If calls are routed to agents quickly, then caller wait time is reduced, but agents may receive too many calls simultaneously causing excessive burden
Solution Approach 1:
The system performs preliminary evaluation of agent workloads before routing calls. By pre-assessing the number of ringing calls and idle time for each agent, the system can make informed routing decisions that balance quick call connection with agent capacity, preventing agent overload while maintaining reasonable wait times.
Solution Approach 2:
The patent implements feedback by continuously monitoring agent workload states (number of ringing calls, idle time) and using this information to dynamically adjust call routing decisions. This feedback loop ensures that calls are routed to agents who can handle them without being overwhelmed, balancing caller wait time with agent productivity.
3Device complexity
If agents are selected based on availability alone, then call routing is simple, but it does not optimize for agents with fewer ringing calls
Solution Approach 1:
The patent applies dynamics by making the call routing logic adaptive rather than static. The routing decision dynamically considers the current state of agents (number of ringing calls, idle time) and adjusts accordingly. This dynamic approach increases call distribution efficiency while maintaining manageable system complexity through automated state tracking.
Data Source
AI summary
A computer-implemented method generally pertains to identifying, by a processor, available agents to receive calls from a plurality of callers within a network. In addition, the computer-implemented method further comprises arranging, by the processor, the available agents based on a number of ringing calls after a last call among the agents is answered. The available agents not receiving the ringing calls are identified to receive incoming calls. The computer-implemented method also includes inserting, by the processor, the available agents into a plurality of groups or batches to receive calls from the plurality callers. The computer-implemented process also includes providing one or more of the calls to the available agents in the plurality of groups or batches not receiving the ringing calls.