Contact Center Routing Diagram Visualizing Performance Thresholds
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Solution Overview
Problem
Deploying and managing contact center operations is inefficient due to the need for skilled technicians and customized coding of routing strategies, which requires extensive research and debugging, and lacks real-time monitoring capabilities without switching between user interfaces.
Innovation Solution
A system and method for monitoring and visualizing contact center routing strategies through a graphical user interface, allowing non-IT personnel to configure and deploy contact centers using templates, and dynamically adjust and monitor performance in real-time without reprogramming.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customized coding of routing strategies is used, then the routing strategy can be tailored to specific contact center needs, but the deployment time increases due to extensive coding, debugging, and testing
Solution Approach 1:
The patent applies preliminary action by providing pre-configured routing strategy templates that have already been developed and tested. These templates contain common routing scenarios (e.g., round-robin, least busy, longest idle) that are prepared in advance, allowing contact centers to deploy routing strategies immediately without extensive coding and testing, thus resolving the contradiction between customization and deployment time
Solution Approach 2:
The patent applies copying by allowing contact centers to select and replicate pre-defined routing strategy templates. Instead of creating custom routing logic from scratch, administrators can copy existing templates and modify them as needed, significantly reducing the time required for coding, debugging, and deployment while still achieving customized routing behavior
2Adaptability or versatility
If reprogramming is done to change routing strategy, then the routing strategy can be updated, but the process requires re-deployment of source code which adds further delays
Solution Approach 1:
The patent applies dynamics by enabling runtime modification of routing strategy parameters without reprogramming or re-deployment. The system allows administrators to change routing parameters (such as agent group assignments, routing rules, and performance thresholds) dynamically while the contact center operates, eliminating the need for code re-deployment and significantly reducing the time required to adapt routing strategies
Solution Approach 2:
The patent applies self-service by providing an automated system that handles routing strategy modifications without requiring programmer intervention. The graphical user interface allows administrators to configure and modify routing strategies independently, and the system automatically applies these changes without manual reprogramming or re-deployment processes
3Measurement precision
If real-time monitoring is implemented, then contact center performance can be observed, but switching between multiple user interfaces is required which reduces efficiency
Solution Approach 1:
The patent applies merging by integrating routing strategy visualization and performance monitoring into a single unified graphical user interface. The system combines the routing diagram display with real-time performance metrics (such as service levels, abandonment rates, and average handling times) in one view, eliminating the need for administrators to switch between multiple interfaces and improving both monitoring accuracy and operational simplicity
Data Source
AI summary
A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.