Contact Center Transaction Prioritization and Agent Reallocation
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Solution Overview
Problem
Contact centers face inefficiencies in managing transactions, particularly with video communications, as agents with multiplicity handle multiple types of communications concurrently, leading to potential distractions and idle time due to insufficient video communication volumes, necessitating a mechanism to prioritize and manage transactions effectively.
Innovation Solution
A prioritizing device determines the priority of incoming transactions and reallocates ongoing transactions to ensure that high-priority video communications receive undivided attention by transferring ongoing transactions and managing transaction queues to focus agents on video communication tasks.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If agents handle multiple types of communications concurrently to improve productivity, then overall transaction processing efficiency increases, but agent attention is divided leading to potential quality degradation in individual transactions
Solution Approach 1:
The system segments transactions by type (video, voice, chat, email) and creates separate queues for each type. Agents are assigned to handle only one type of transaction at a time, eliminating context switching while maintaining high overall productivity through parallel processing of different transaction types across multiple agents.
Solution Approach 2:
The system dynamically assigns agents to different transaction types based on current workload, agent availability, and transaction priority. The queue management system automatically adjusts which agents handle which transaction types in real-time, allowing the system to maintain optimal productivity and quality balance without fixed agent assignments.
2Reliability
If video communication volume is increased to improve service quality, then customer satisfaction with video transactions improves, but agent idle time increases due to insufficient video transaction availability
Solution Approach 1:
Agents are trained and equipped to handle multiple transaction types (video, voice, chat, email) with equal competence. When video transactions are available, agents handle them; when not available, agents seamlessly transition to other transaction types, ensuring agents remain productive while video service quality is maintained when needed.
Solution Approach 2:
The system ensures continuous productive work for agents by maintaining multiple transaction queues. Agents experience minimal idle time as the system continuously assigns available transactions across different types, ensuring that useful action continues uninterrupted while prioritizing video transactions when they occur.
3Reliability
If agents focus exclusively on video communications to ensure high-quality service, then video transaction quality improves, but overall transaction processing capacity decreases
Solution Approach 1:
The system segments the transaction pool into distinct queues by type and priority. Video transactions are separated into their own queue with priority handling, while other transaction types (voice, chat, email) are managed in separate queues. This allows dedicated attention to video transactions without sacrificing overall system capacity.
Solution Approach 2:
The system merges multiple transaction queues into a unified queue management system that coordinates agent assignments across all transaction types. This integration allows the system to maximize video transaction quality while simultaneously maintaining high overall processing capacity by efficiently distributing work across the entire agent pool.
Data Source
AI summary
A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.