Call Routing Server QoS Matching for Agent Capability
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Solution Overview
Problem
In call centers, customer requirements for quality of service (QoS) are often not matched with agent capabilities, leading to suboptimal communication due to factors like bandwidth and packet loss, affecting customer satisfaction, especially for video and audio transmissions.
Innovation Solution
A method and system for call routing that involves a routing server receiving customer media information, calculating customer requirement QoS, and matching it with an agent or IVR that can provide the necessary QoS by querying a database for quality of service data, ensuring that the service capability of the agent matches the network quality requirement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If calls are routed without considering QoS requirements, then call distribution speed is improved, but communication quality deteriorates due to bandwidth and packet loss issues
Solution Approach 1:
The system performs preliminary QoS assessment by collecting agent network quality data beforehand and storing it in a database. When a call arrives, the routing server quickly queries pre-stored QoS data to match customer requirements with suitable agents, avoiding real-time QoS measurement delays while ensuring communication quality.
Solution Approach 2:
The routing server acts as an intermediary between the CTI system and agents, introducing a QoS matching layer that queries agent capabilities and customer requirements, then routes calls accordingly. This intermediary layer ensures both fast routing and quality matching without requiring direct real-time communication between CTI and agents.
2Reliability
If QoS matching is performed for every call, then communication quality is improved, but system complexity increases
Solution Approach 1:
Agent QoS capabilities are assessed and stored in advance in a database, eliminating the need for complex real-time QoS measurement and comparison systems. The routing server simply queries pre-stored data, significantly reducing system complexity while maintaining accurate QoS matching.
Solution Approach 2:
Agents periodically self-report their network QoS status to the routing server, which automatically updates the database. This self-service mechanism eliminates the need for complex monitoring infrastructure, reducing system complexity while ensuring accurate QoS data for matching.
3Adaptability or versatility
If remote agents access the network, then agent versatility is improved, but QoS reliability deteriorates due to access network limitations
Solution Approach 1:
The system recognizes that different agents have different local network qualities (home broadband, mobile, corporate network). Instead of assuming uniform QoS, the patent collects and stores each agent's specific network characteristics, then matches customers with agents whose local network quality suits their communication requirements.
Solution Approach 2:
Remote agents' network QoS characteristics are assessed and registered in advance with the routing server. This preliminary registration enables the system to account for remote access limitations when routing decisions are made, maintaining reliability despite agent versatility.
Data Source
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AI summary
The embodiments of the present invention disclose a method for call routing, including receiving routing request information sent by computer telephony integration, where the routing request information carries customer media information, calculating customer requirement quality of service according to the customer media information, and selecting an agent corresponding to the customer requirement quality of service according to the customer requirement quality of service to make a service capability of the agent match a network quality requirement, thereby improving the quality of service.