Contact Center Duplicate Connection Management
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Solution Overview
Problem
Contact centers face challenges in load balancing and resource optimization due to fluctuating demand and multiple connection attempts from users, leading to increased wait times and resource inefficiencies, as well as unsatisfied customers who abandon their attempts due to prolonged wait times.
Innovation Solution
A method that identifies and terminates multiple connection attempts from the same source, optimizing resource allocation by determining matching contacts and applying predefined rules for disconnection, and prioritizes subsequent contacts from unsatisfied customers to improve service levels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If multiple connection attempts are allowed from the same source, then users have higher chances of early connection to an agent, but scarce resources are consumed and other users are disadvantaged
Solution Approach 1:
The patent extracts and identifies duplicate connection attempts by detecting matching identifiers (phone numbers, email addresses, IP addresses) across multiple contact channels. Once duplicates are identified, the system selectively terminates redundant connections while preserving at least one valid connection path, thereby removing harmful resource consumption without completely blocking user access.
Solution Approach 2:
The system implements feedback mechanisms where contact center operators can review and adjust duplicate detection rules. The system provides feedback about detected duplicates to operators, allowing them to fine-tune identification criteria and termination policies based on actual business needs, ensuring optimal balance between preventing resource waste and maintaining user access.
2Reliability
If multiple simultaneous contacts are processed, then user connection chances improve, but accurate picture of actual activity levels is distorted
Solution Approach 1:
The patent extracts and removes duplicate contact records from the active contact list by identifying matching identifiers across different contact channels. This cleaning process ensures that activity level metrics are calculated based on unique user connections rather than inflated duplicate attempts, restoring measurement accuracy while preserving legitimate connection opportunities.
3Reliability
If additional resources are supplied to handle peak demand, then service quality improves, but cost increases
Solution Approach 1:
The patent applies preliminary action by detecting and terminating duplicate connection attempts before they consume valuable contact center resources. By preventing redundant contacts from entering the queue system, the contact center can maintain adequate service quality with fewer resources during peak demand periods, as the preliminary filtering reduces the actual workload on agents and systems.
4Loss of time
If wait times are reduced for all users, then customer satisfaction improves, but resource allocation becomes more difficult
Solution Approach 1:
The patent extracts and removes duplicate contact attempts from the queue system, thereby reducing the total number of contacts that need to be managed. This simplification makes resource allocation easier while simultaneously reducing wait times for legitimate users, as fewer duplicate connections are competing for agent availability.
Data Source
AI summary
In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.