Contact Center Agent Routing Using Pre-Sorted Eligible Agent Lists
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Solution Overview
Problem
Traditional contact center systems face inefficiencies in assigning qualified agents to customers due to limited information usage, leading to inefficient use of time, potential dropped calls, and customer frustration, especially when the initial agent is unavailable or unqualified.
Innovation Solution
A system and method that generate a customer information record, produce a sorted result set of eligible agents based on predetermined criteria such as agent quality scores and service history, and reassign if the initial agent refuses the contact, utilizing a Map/Reduce process for scalability and efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional simple routing strategies are used to assign agents, then the routing process is fast and simple, but the assigned agent may be ill-equipped to serve the customer resulting in inefficient use of time and customer frustration
Solution Approach 1:
The system performs preliminary actions by generating a customer information record with qualification data before agent assignment, and pre-sorts the result set of eligible agents based on predetermined criteria. This allows the routing process to quickly identify qualified agents without performing complex calculations at assignment time, resolving the contradiction between routing speed and agent qualification.
2Reliability
If complex routing strategies with extensive customer information are used, then well-qualified service agents can be found, but the performance or computing cost increases reducing scalability
Solution Approach 1:
The system performs complex qualification processing in advance by generating a customer information record that includes customer identification, service history, and qualification data. This preliminary action moves the computing burden from real-time routing to pre-processing, enabling complex agent qualification without increasing real-time computing costs, thus resolving the contradiction between agent qualification and computing cost.
Solution Approach 2:
The system extracts only the essential qualification criteria and customer information needed for agent matching into a structured customer information record. By taking out and isolating the critical qualification factors, the system reduces the complexity of the routing decision while maintaining high agent qualification, resolving the contradiction between comprehensive qualification and computing cost.
3Reliability
If the initial assigned agent is unavailable or refuses the contact, then the customer must wait for re-queuing and new routing calculation, but this lengthens the response time and reduces efficiency
Solution Approach 1:
The system performs preliminary sorting of the result set of eligible agents before assignment, creating a pre-ordered list of qualified agents. When the initial agent is unavailable or refuses contact, the system can immediately assign the next agent from the pre-sorted list without performing new routing calculations, thus maintaining agent availability while minimizing response time and resolving the contradiction between the two parameters.
Data Source
AI summary
Provided herein is a system and method for assigning a service contact from a customer to a service agent. The method may include: generating a customer information record from the service contact; producing a result set of eligible service agents by use of the customer information record; sorting the result set of eligible service agents based upon a predetermined criterion, to produce a sorted result set of eligible service agents; assigning a service agent from the sorted result set of eligible service agents, to produce an assigned service agent; and monitoring a communication channel for a refusal message from the assigned service agent. If a refusal message is received from the assigned service agent, then the method may further include: classifying the assigned service agent as ineligible; and assigning another service agent from the sorted result set of eligible service agents, to produce an assigned service agent.