Performance-Based Routing System for Contact Center Agent Proficiency
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Solution Overview
Problem
Contact centers face challenges in routing interactions to the most proficient agents, as existing methods lack granularity in determining the reason for customer calls and rely on general skill sets rather than specific proficiency levels, leading to suboptimal service.
Innovation Solution
A system and method for performance-based routing that identifies the topic of an interaction, determines the proficiency level of agents handling similar topics, and selects agents with a minimum level of proficiency to route the interaction to the most qualified agent based on past performance metrics such as first call resolution, handling time, and customer satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If routing is based on general skill sets, then routing simplicity is maintained, but routing precision deteriorates
Solution Approach 1:
The patent segments agent skills into specific topics and subtopics (e.g., billing, technical support, complaints) rather than using general skill categories. Each agent is evaluated on their proficiency level for each specific topic based on historical performance data, enabling precise routing to the most qualified agent for each interaction type.
Solution Approach 2:
The system changes the routing parameter from general skill matching to topic-specific proficiency levels derived from historical performance metrics. The processor calculates proficiency levels by analyzing past interactions, resolutions, and customer satisfaction data, then uses these dynamic parameters to optimize routing decisions.
2Reliability
If routing is based on detailed proficiency levels, then service quality is improved, but processing time increases
Solution Approach 1:
The system performs preliminary actions by pre-calculating and storing proficiency levels for each agent across multiple topics before routing is needed. Historical interaction data is analyzed in advance to establish baseline proficiency metrics, so that when routing decisions are required, the system can quickly retrieve and compare pre-computed proficiency levels rather than analyzing historical data in real-time.
3Productivity
If all interactions are routed to the same target, then routing complexity is reduced, but service effectiveness deteriorates
Solution Approach 1:
The patent applies local quality by matching specific interaction types (topics) with agents who have demonstrated proficiency in those specific areas. Instead of using a uniform routing approach for all interactions, the system analyzes the specific topic of each interaction and routes it to an agent with the highest proficiency level for that particular topic, ensuring optimal service effectiveness for each case.
Data Source
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AI summary
A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.