Contact Center Resource Provisioning via Data Replication
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Solution Overview
Problem
Contact centers face challenges in adapting to rapidly changing contact volumes, requiring frequent reconfiguration of systems to manage fluctuating workloads effectively.
Innovation Solution
A method and apparatus for provisioning call handling resources among contact centers by identifying and copying call handling data from one center to another, allowing for the transfer of necessary resources to balance workload, including agent data, call handling scripts, and class of service information, using a provisioning application that facilitates bulk copying and error detection.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If contact center systems manually reconfigure contact handling resources to adapt to changing loading levels, then the system can respond to workload changes, but the reconfiguration process requires frequent manual intervention and consumes significant time and resources
Solution Approach 1:
The system performs preliminary actions by pre-configuring contact handling resources in a source contact center and establishing replication relationships beforehand. When loading changes occur, the system can rapidly replicate pre-prepared configuration data to target contact centers, eliminating the need for manual reconfiguration and reducing adaptation time.
Solution Approach 2:
The invention implements automated copying of contact handling resource configurations from source contact centers to target contact centers. The system identifies loading changes, automatically replicates relevant configuration data (such as agent profiles, skill sets, and routing rules), and applies these copies to enable rapid adaptation without manual intervention.
2Ease of operation
If contact centers maintain separate configurations for each location, then each center can be independently managed, but resource allocation across multiple geographic regions becomes inefficient and inflexible
Solution Approach 1:
The system implements a universal configuration management framework where contact handling resources are defined in a source contact center and can be replicated to multiple target contact centers across different geographic regions. This multi-functional approach allows the same resource configurations to serve multiple locations, enabling flexible cross-regional resource allocation while maintaining independent operational control at each center.
Solution Approach 2:
The invention introduces an automated replication system as an intermediary between source and target contact centers. This intermediary mechanism manages the distribution of configuration data across regions, allowing centralized resource definition while maintaining decentralized operational independence. The replication system acts as a mediator that balances both centralization benefits and local autonomy requirements.
3Productivity
If manual reconfiguration methods are used to balance workload across contact centers, then resource allocation can be adjusted, but the process is time-consuming and requires significant supervisory personnel involvement
Solution Approach 1:
The system implements self-service automation where the contact center management system automatically detects loading changes, identifies appropriate target contact centers for resource replication, and executes the configuration data transfer without requiring supervisory personnel intervention. The system monitors its own performance metrics and autonomously initiates resource allocation adjustments to maintain optimal workload balancing.
Solution Approach 2:
The invention incorporates feedback mechanisms that continuously monitor contact center loading levels and automatically trigger resource replication operations when thresholds are exceeded. The system uses real-time performance data as feedback to dynamically adjust resource allocation, eliminating the need for manual monitoring and intervention while maintaining productive workload balancing.
Data Source
AI summary
A method and apparatus are provided for provisioning call handling resources in a contact handling system. The method includes the steps of identifying a call handling resource within a first contact center, copying call handling data associated with the identified contact handling resource and writing the call handling data into a contact handling structure of a second contact center.