Contact Center Interaction Visualization Using Proportional Geometric Shapes
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Solution Overview
Problem
Contact centers face challenges in maintaining and enhancing customer satisfaction due to the difficulty in monitoring and visualizing the overall activity and ebb and flow of customer communications, particularly with brief interactions that often go unrecorded and are quickly resolved.
Innovation Solution
A method and system for monitoring and visualizing customer interactions in a contact center by receiving and storing textual records, grouping them based on attributes, and displaying a graphical representation using geometric shapes that are sized proportionally to the number of interactions in each group, allowing real-time updates and adjustments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional monitoring methods are used for customer interactions, then detailed individual interaction data can be tracked, but overall activity patterns and trends become difficult to visualize and analyze
Solution Approach 1:
The patent creates visual copies (geometric shapes) that represent groups of customer interactions. Instead of tracking each individual interaction record, the system generates graphical representations where each shape is a visual copy representing a cluster of interactions with similar attributes. This allows supervisors to see overall patterns without being overwhelmed by individual data points.
Solution Approach 2:
The patent transforms one-dimensional text-based interaction records into two-dimensional visual displays with geometric shapes of varying sizes and positions. By mapping interaction groups to spatial dimensions on a display device, the system enables supervisors to perceive trends, volumes, and patterns that would be invisible in traditional linear formats.
2Reliability
If all customer interactions are recorded and analyzed in detail, then comprehensive service quality can be monitored, but brief and quickly resolved interactions are often missed or lost
Solution Approach 1:
The patent performs preliminary grouping and clustering of interaction attributes before detailed analysis. By pre-organizing interactions into groups based on key attributes (customer type, issue category, resolution type), the system captures brief interactions that might otherwise be overlooked, while reducing the time needed for subsequent analysis through the visual summary.
Solution Approach 2:
The patent merges multiple individual interaction records into consolidated visual representations. Interactions with similar attributes are combined into single geometric shapes, allowing brief interactions to be captured as part of a group rather than requiring individual processing. This merging preserves the completeness of data capture while dramatically reducing processing time.
3Measurement precision
If supervisors review individual interaction records manually, then detailed understanding of each case is achieved, but real-time insights and quick decision-making are compromised
Solution Approach 1:
The patent segments the vast amount of interaction data into manageable groups based on shared attributes. Each geometric shape represents a segment of interactions with similar characteristics, allowing supervisors to quickly scan multiple segments rather than examining each individual record. This segmentation maintains analytical precision by preserving attribute information while enabling rapid overview.
Solution Approach 2:
The patent uses visual properties (such as color, size, and position of geometric shapes) to encode different interaction attributes and volumes. This visual encoding allows supervisors to instantly perceive patterns, trends, and anomalies across multiple interaction groups simultaneously, providing real-time insights without sacrificing the ability to drill down into detailed records when needed.
Data Source
AI summary
A method of monitoring activity in a contact center may include receiving a plurality of customer interactions; storing a plurality of textual records; grouping the plurality of textual records into a plurality of groups, wherein each of the plurality of groups is associated with an attribute of the associated customer interaction; and causing to be displayed a graphical representation of the plurality of customer interactions comprising a plurality of geometric shapes, where each of the geometric shapes is associated with a corresponding one of the groups; and each of the geometric shapes comprises an area on the display device that is proportional to a size of the corresponding one of the groups relative to sizes of the remaining groups.