Automated Completion Code Selection for Contact Center Wrap-Up
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Solution Overview
Problem
Contact center agents face inefficiencies and errors when selecting completion codes due to lengthy lists and time constraints during wrap-up times, requiring significant time and effort to identify the appropriate code for each call.
Innovation Solution
Implementing a system that uses real-time monitoring and automated processes to dynamically present and apply quick release codes based on call data, reducing the list of relevant codes and allowing for single-step selection or automatic application, utilizing metadata such as time, device, and call attributes to filter and suggest the most appropriate completion codes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If agents manually review all completion codes to select the appropriate code, then code selection accuracy is improved, but wrap-up time increases significantly
Solution Approach 1:
The system performs preliminary filtering of completion codes based on call attributes (customer type, call reason, channel, etc.) before presenting the reduced list to the agent. This preliminary action eliminates irrelevant codes in advance, so agents only need to review potentially applicable codes, significantly reducing wrap-up time while maintaining accuracy.
Solution Approach 2:
The patent replaces the manual mechanical process of reviewing all completion codes with an automated computer-based system that uses algorithms to filter and rank codes. This substitution eliminates the time-consuming manual search while preserving accurate code selection through automated analysis of call data.
2Quantity of substance
If a comprehensive list of all completion codes is presented to agents, then code selection completeness is improved, but device complexity and ease of operation worsen
Solution Approach 1:
The system segments the comprehensive completion code list into multiple groups based on call attributes and relevance. Instead of presenting all codes at once, the system divides them into prioritized segments, with the most relevant codes appearing first. This segmentation maintains complete code coverage while making the interface manageable and easy to operate.
Solution Approach 2:
The system applies local quality by customizing the completion code presentation for each specific call context. Rather than a uniform list for all calls, the system tailors the displayed codes to match the particular call attributes, customer type, and situation, ensuring agents see primarily the codes relevant to their current scenario.
3Productivity
If wrap-up time is monitored and automatically terminated, then productivity is improved, but code selection reliability deteriorates
Solution Approach 1:
The system enables agents to quickly select appropriate completion codes from a pre-filtered, ranked list that requires minimal review. This self-service approach allows agents to maintain high productivity by rapidly completing code selection without compromising reliability, as the system has already performed the complex filtering and ranking analysis.
Solution Approach 2:
The system incorporates feedback mechanisms where agent selections and corrections are used to refine and improve the automated code recommendation algorithm over time. This feedback loop ensures that the system learns from actual agent behavior and call outcomes, continuously improving both speed and accuracy of code selection.
Data Source
AI summary
Contact centers often provide a restricted amount of time for agents to perform post-call activities, including identifying and selecting a relevant completion code from a large set of codes. Providing automated systems and methods to identify the relevant code or codes can present a limited number of the codes (e.g., quick release codes) to the agent and/or automatically enter the completion code. When the quick release code is entered, the record of the call is then updated with the code and the communication is terminated as a single step.