Contact Center Call Data Retrieval via URL Linking
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Solution Overview
Problem
Current contact center systems face inefficiencies in data management and call handling, particularly in accessing and retrieving call data, which can lead to long wait times and inadequate preparation for call agents before connecting with callers.
Innovation Solution
A system that dynamically associates a unique identifier with incoming calls, linking it to a URL where call data is stored, allowing call agents to access and view this data before connecting, enabling informed handling and reducing wait times through virtual hold features and data sharing across locations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If call data is attached to the call and passed through each hop, then call data is available to call agents, but call handling time increases and wait times lengthen
Solution Approach 1:
The patent extracts call data from the call signaling path and stores it separately in a database accessible via URL. The call queue contains only minimal identification information, while detailed call data is retrieved independently from the database using the URL associated with each call identifier, eliminating the need to pass data through each call hop.
Solution Approach 2:
Call data is collected and stored in the database before the call is connected to the agent. The URL linking to the call data is prepared in advance and placed in the call queue, enabling agents to access and review call information before the actual call connection, thus reducing wait times.
2Ease of operation
If call data is stored and accessible before call connection, then call agents can prepare for calls, but system complexity increases
Solution Approach 1:
The system uses a universal URL-based access mechanism that can retrieve call data from a centralized database regardless of the call's position in the queue. This multi-functional approach allows the same URL structure to serve multiple calls and multiple agents, simplifying the access interface despite the underlying data management complexity.
Solution Approach 2:
The patent introduces a URL as an intermediary between the call queue and the call data database. Instead of directly complex interactions between call handling systems and data storage, the URL serves as a simple mediator that links call identifiers to their corresponding data, reducing system complexity at the interface level.
3Productivity
If calls are handled in traditional queue order, then routing is simple, but call center efficiency decreases
Solution Approach 1:
The patent implements dynamic call selection where agents can access and evaluate call data before connecting to calls. Instead of static first-in-first-out queuing, the system allows dynamic prioritization and selection based on call data content, agent availability, and other factors, improving overall call center productivity through flexible routing.
Data Source
AI summary
A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent.