Contact Center Event Manager for Automated Performance Correction
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Contact center administrators face challenges in identifying and reversing system changes that negatively impact performance, as existing systems lack effective monitoring and correction mechanisms, leading to difficulties in optimizing efficiency and profitability.
Innovation Solution
A method is introduced to detect changes in primary contact center performance parameters, identify contributing secondary parameters, and either notify administrators or automatically reverse changes that degrade performance, using event managers to analyze traffic, staffing, and queue assignments to determine root causes and suggest corrective actions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If contact center administrators manually monitor and identify system changes affecting performance, then they can detect performance degradation, but the complexity and time required to identify the root cause increases significantly
Solution Approach 1:
The system implements automatic feedback loops where performance parameters are continuously monitored, and when degradation is detected, the system automatically traces back to identify the specific system change that caused it. This closed-loop feedback mechanism eliminates manual analysis while maintaining high reliability in identifying root causes.
Solution Approach 2:
An intermediary monitoring system is introduced between the contact center operations and administrators. This intermediary automatically collects performance data, correlates it with system changes, and presents analyzed results to administrators, thereby reducing the complexity of manual monitoring while improving detection reliability.
2Productivity
If administrators reverse system changes to improve performance, then service level and match rate can be improved, but the ability to predict which changes will have negative global impact is limited
Solution Approach 1:
The system performs preliminary analysis of system changes before they fully impact performance by monitoring changes as they occur and predicting their global impact. When a change is detected, the system proactively analyzes its effects across multiple queues and parameters, allowing administrators to reverse problematic changes before they significantly degrade overall performance.
Solution Approach 2:
The system establishes feedback mechanisms that continuously monitor performance parameters and correlate them with system changes. This allows the system to predict which changes will have negative global impact by detecting early signs of performance degradation and alerting administrators before full-scale problems occur.
3Reliability
If multiple system parameters are changed to optimize local queue performance, then local service level improves, but overall contact center performance may deteriorate
Solution Approach 1:
The monitoring system serves multiple functions simultaneously: it tracks local queue performance, monitors global contact center metrics, correlates system changes with performance impacts, and provides comprehensive analysis. This multi-functional approach allows the system to identify when local optimizations are causing global deterioration by analyzing the interrelationships between different queues and parameters.
Data Source
AI summary
A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.