Caller Agent Selection via Call History Interface
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Solution Overview
Problem
Callers in contact center communication sessions often need to restate their issues when transferred to new agents and have limited control over selecting agents familiar with their problems, as the agent selection process is typically controlled by the Automatic Call Distributor (ACD) or agents with access to call history.
Innovation Solution
A system and method that provides callers with access to call history information and allows them to return to previous agents during a session through an interactive graphical user interface, enabling them to select and prioritize returning to familiar agents, with options for annotation and supervisor intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If callers are transferred to new agents during a contact center session, then the caller can access different agents with different expertise, but the caller loses control over agent selection and must restate their problem
Solution Approach 1:
The system performs preliminary action by providing the caller with call history information and agent listings before the caller needs to select an agent. The caller can review previous interactions and make an informed selection without having to restate their problem, as the call history is already available to them through the graphical user interface.
Solution Approach 2:
The system implements feedback by displaying call history information back to the caller, showing them which agents they have previously contacted and the nature of previous interactions. This feedback loop enables the caller to make intelligent decisions about which agent to contact next, rather than being forced to restate their problem to a new agent.
2Ease of operation
If the ACD controls the agent selection process exclusively, then the system maintains centralized control over call routing, but callers cannot return to previous agents who may have been more knowledgeable about their specific situation
Solution Approach 1:
The graphical user interface acts as an intermediary between the caller and the ACD system. It retrieves call history information from the ACD and presents it to the caller in an accessible format, allowing the caller to select from previous agents without directly modifying the ACD's core control mechanisms. This intermediary layer adds caller control while maintaining system integrity.
Solution Approach 2:
The system enables self-service by allowing callers to independently review their call history and select which agent they wish to contact next. The caller can initiate returns to previous agents without requiring agent or supervisor intervention, empowering them to manage their own communication preferences and improve their service experience.
3Reliability
If callers are provided with access to call history information and agent selection capabilities, then caller satisfaction improves, but the system requires additional interface components and control mechanisms
Solution Approach 1:
The graphical user interface is designed with multi-functionality, serving as both the caller's interaction point and the vehicle for displaying call history, listing available agents, and transmitting selection commands. By consolidating these functions into a single interface component, the system avoids the need for separate specialized devices for each function, thereby reducing overall system complexity while maintaining enhanced caller capabilities.
Data Source
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AI summary
A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).