Contact Center Service Level Control via Automated Agent Solutions
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Solution Overview
Problem
Contact centers face challenges in managing service levels and optimizing efficiency, particularly during sudden bursts of activity, relying heavily on supervisor knowledge and manual processing, which can lead to stress and potential errors.
Innovation Solution
A service level controlling system that monitors predetermined operation statistics, publishes pre-configured solutions to agents, and automatically adjusts to bring metrics within predetermined ranges, thereby managing call traffic and other out-of-bound conditions, and anticipates and mitigates crises before they reach thresholds.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If supervisors manually monitor and manage contact center operations during sudden bursts of activity, then they can respond to situations in real-time, but the complexity of processing information and making decisions increases significantly, leading to stress and potential errors
Solution Approach 1:
The system introduces an automated intermediary component that acts as a mediator between the contact center operations and supervisors. This automated system collects, analyzes, and processes operational data, then presents synthesized information and recommendations to supervisors, thereby reducing the complexity of information processing while maintaining effective oversight during sudden bursts of activity
Solution Approach 2:
The system enables self-service by automatically monitoring contact center metrics, detecting anomalies, and generating management actions without requiring constant supervisor intervention. The automated system serves itself by continuously optimizing routing and resource allocation based on real-time conditions, freeing supervisors from routine monitoring tasks
2Reliability
If supervisors rely on their knowledge and manual processing to manage contact center crises, then they can make decisions based on experience, but the stress and potential for errors increase under pressure
Solution Approach 1:
The system implements continuous feedback loops that automatically monitor contact center performance metrics and provide real-time information to supervisors. This feedback mechanism reduces stress by presenting only critical, synthesized information rather than requiring supervisors to process all raw data, while maintaining decision accuracy through data-driven insights
Solution Approach 2:
The system replaces the mechanical process of manual information processing and decision-making with an automated computational system. This substitution eliminates the harmful effects of stress on supervisor performance while maintaining or improving decision accuracy through consistent, error-free automated analysis and recommendation generation
3Productivity
If the system automatically monitors and adjusts contact center operations, then service levels are maintained consistently, but the system complexity increases
Solution Approach 1:
The system achieves multi-functionality by integrating multiple capabilities into a single automated platform: real-time monitoring of contact center metrics, automatic detection of service level violations, dynamic adjustment of routing parameters, and coordination with available resources. This universal approach maintains consistent service levels across different scenarios without requiring separate complex systems for each function
Solution Approach 2:
The system maintains simplicity by focusing on changing key operational parameters (such as routing rules, agent assignments, and service level thresholds) rather than redesigning the entire contact center infrastructure. This parameter-based approach enables automatic adaptation to varying conditions while keeping the underlying system architecture relatively simple and manageable
Data Source
AI summary
A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.