Contact Center Parameter Modification System
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional contact center systems face challenges in modifying parameters without causing one or more key performance indicators (KPIs) to drop below acceptable thresholds, due to their multi-variable nature, leading to potential service level agreement (SLA) violations.
Innovation Solution
A system and method that includes an input module for user input on parameters to modify, a determination module to compute a surface based on KPIs, and a modification module to find an optimal path for parameter adjustments, ensuring all KPIs remain within predetermined thresholds, with an alert mechanism for potential threshold breaches.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If bulk changing of parameters is performed to meet business requirements, then the desired parameter modification is achieved, but large swings in KPIs occur causing SLA to drop below accepted threshold
Solution Approach 1:
The patent segments the bulk parameter change into multiple incremental adjustments. Instead of changing all parameters at once, the system divides the modification into smaller steps, each causing minimal KPI swings. This allows the system to adapt parameters to meet business requirements while maintaining SLA compliance through controlled, gradual transitions.
Solution Approach 2:
The patent implements dynamic adjustment of parameters based on real-time system state and KPI monitoring. The system continuously evaluates the impact of parameter changes and adapts the modification path dynamically to prevent SLA violations. This dynamic approach allows flexible parameter modification while maintaining reliability through ongoing assessment and adjustment.
2Ease of operation
If one parameter is changed at a time, then parameter modification is controlled, but multiple sequential changes cause cumulative KPI swings and SLA threshold breaches
Solution Approach 1:
The patent performs preliminary analysis and simulation of parameter changes before actual implementation. The system evaluates the cumulative impact of multiple parameter modifications in advance, identifying an optimal sequence and magnitude of changes that will achieve business goals without breaching SLA thresholds. This preliminary assessment prevents cumulative KPI swings by planning the entire modification path beforehand.
Solution Approach 2:
The patent implements continuous feedback monitoring of KPIs during parameter modification sequences. The system monitors KPI responses to each parameter change and uses this feedback to adjust subsequent modifications, preventing cumulative swings that would breach SLA thresholds. The feedback mechanism ensures that even multiple sequential changes maintain reliability by adapting to actual system responses.
3Productivity
If multiple parameters are modified simultaneously to achieve optimal KPI performance, then business requirements are met, but the complexity of managing multi-variable interactions increases
Solution Approach 1:
The patent introduces an intermediary optimization engine that manages the complex interactions between multiple parameters. This intermediary system handles the computational complexity of multi-variable optimization, allowing simultaneous parameter modifications without requiring the user to directly manage the complexity. The intermediary translates business requirements into coordinated parameter changes while managing the intricate relationships between variables.
Solution Approach 2:
The patent systematically manages parameter changes by identifying which parameters can be modified simultaneously and which require sequential adjustment. The system analyzes parameter interdependencies and determines optimal change patterns, allowing productive simultaneous modifications where parameters are independent while preventing complexity issues where parameters are coupled. This structured approach to parameter changes balances productivity with manageable complexity.
Data Source
AI summary
A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold.