Multi-Pane Contact Center Interface for Agent Session Management
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Solution Overview
Problem
Contact center agents face challenges in managing multiple communication sessions due to information overload, with existing systems presenting too much detailed information, leading to difficulty in quickly finding needed information and degrading interaction quality, especially when handling voice and non-voice channels simultaneously.
Innovation Solution
The system associates multiple non-voice communication sessions with an agent based on an agent session authorization data structure, modifying it when performance parameters are not met, and notifies the agent or supervisor, using a graphical user interface to organize information effectively across multiple panes, allowing agents to easily switch between sessions and manage channel types.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If multiple display monitors are used to present detailed information about each communication session, then information completeness is improved, but device complexity and cost increase
Solution Approach 1:
The information display is segmented into multiple panes within a single monitor, with each pane showing information for a different communication session. This allows comprehensive information presentation without requiring multiple physical monitors, resolving the contradiction between information completeness and device complexity.
Solution Approach 2:
The patent transitions from a single-dimensional view (one session per monitor) to a multi-dimensional layout (multiple sessions arranged in panes across one monitor). This dimensional reorganization allows agents to access information from multiple sessions simultaneously without increasing hardware requirements.
2Loss of information
If multiple display monitors are used to show detailed information, then information availability is improved, but desk space consumption increases
Solution Approach 1:
Multiple information displays that would traditionally require separate monitors are merged into a single integrated display interface with multiple panes. This consolidation maintains full information availability while reducing the physical desk space required from multiple monitors to one.
3Loss of information
If all detailed information is presented to the agent, then information completeness is improved, but ease of operation deteriorates due to information overload
Solution Approach 1:
Information is segmented into distinct panes organized by communication session, with each pane containing only the relevant information for that session. This segmentation prevents information overload by presenting comprehensive information in an organized, easily navigable format where agents can quickly locate needed information without being overwhelmed by unrelated data.
4Device complexity
If a single display monitor is used, then device complexity is reduced, but information completeness deteriorates due to crowded display
Solution Approach 1:
The patent uses multi-pane layout and strategic positioning of information elements within the single monitor to display comprehensive information from multiple communication sessions simultaneously. This dimensional reorganization of the display space allows one monitor to provide the same information completeness that would traditionally require multiple monitors.
5Area of stationary object
If a single display monitor is used, then desk space is reduced, but information organization deteriorates leading to crowded and difficult-to-navigate display
Solution Approach 1:
The display is segmented into multiple organized panes, each dedicated to a specific communication session or information type. This segmentation maintains excellent information organization and ease of navigation while consolidating everything onto a single monitor, thereby reducing desk space requirements.
6Productivity
If agents are allowed to handle multiple simultaneous communication sessions, then productivity is improved, but information overload increases making it difficult to locate needed information
Solution Approach 1:
Each communication session is assigned its own dedicated pane or information section, allowing agents to efficiently handle multiple sessions simultaneously. The segmented layout enables agents to quickly locate and access information for any active session without being overwhelmed by consolidated information from all sessions, thereby maintaining high productivity with improved information accessibility.
Data Source
AI summary
A communications handler manages incoming communications of different channel types and determines an appropriate contact center agent to receive the communication, based on which communication type and the number of sessions for each type, that an agent can handle. The performance of the agent handling the various communication sessions across the channel types is measure and monitored. If the agent's performance crosses a threshold indicating an unacceptable decrease in performance, a channel type/session may be de-assigned in order to improve the agent's performance. If the agent's performance is stellar and allows, then a further channel type or communication session of a channel type may be added. Various graphical user indications for managing the channel type performance and de-assignment are presented.