Contact Center Session Forking for Skill-Based Monitoring
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Solution Overview
Problem
Current contact center monitoring systems are inefficient as they rely on canned examples and physical presence of trainees, which are not specific to real-time activities and can distract agents, and do not effectively utilize skill requirements for monitoring sessions.
Innovation Solution
A system comprising a work assignment engine that allocates contacts based on skill requirements and a monitoring module that forks sessions to monitor resources with matching skills, enabling real-time monitoring and simulation of an experienced agent's workload.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If a trainee is physically present with an experienced agent to monitor contact sessions, then the trainee can observe real-time interactions and learn from the agent's handling of contacts, but the agent's productivity decreases due to distraction and the training is limited to only the agent's current workload
Solution Approach 1:
The system creates a copied version of the contact session, allowing the trainee to observe a duplicate feed of the agent's interactions without being physically present. The contact session is forked to the trainee's device, providing a virtual presence that eliminates distraction to the agent while maintaining training effectiveness.
Solution Approach 2:
The system introduces a digital intermediary (the contact center server and communication module) that mediates between the agent and trainee. This intermediary enables the trainee to access and monitor session data without direct physical interaction, thus preventing distraction to the agent while preserving learning opportunities.
2Ease of manufacture
If canned video and audio recordings are used for training, then training material is readily available and can be reviewed multiple times, but the training content is not specific to current real-time contact center activity
Solution Approach 1:
The training system transitions from static canned recordings to dynamic real-time session feeds. The contact session data is continuously updated and forked to the trainee, ensuring the training material reflects current real-time contact center activity while maintaining the ease of repeated review inherent in digital formats.
Solution Approach 2:
The system prepares training material in advance by establishing the trainee's access to session feeds before actual training occurs. The communication module is configured ahead of time to fork relevant sessions to the trainee's device, ensuring training materials are readily available while being dynamically updated with current activity.
3Reliability
If all contact sessions are monitored by available monitor resources, then complete coverage is achieved, but monitor resources with specific skill requirements may be overwhelmed by sessions requiring skills they do not possess
Solution Approach 1:
The system applies local quality by matching specific skill requirements of contact sessions with corresponding monitor resource skills. Instead of uniform distribution of monitoring tasks, each session is routed to monitor resources whose skill set locally matches the session's requirements, ensuring both coverage and operational ease.
Solution Approach 2:
The monitoring module detects skill requirements of contact sessions and provides feedback to the work assignment engine, which then routes sessions to appropriate monitor resources. This feedback loop ensures that monitor resources are not overwhelmed by sessions requiring skills they do not possess, while maintaining complete monitoring coverage.
4Adaptability or versatility
If the work assignment engine forks sessions to monitor resources in real-time, then sessions are monitored by resources with matching skills, but the system complexity increases
Solution Approach 1:
The work assignment engine is enhanced with multi-functionality to handle both original contact routing and monitoring session routing. By making the existing work assignment engine universal, the system achieves skill-based monitoring without adding separate complex routing infrastructure, thus managing system complexity while maintaining adaptability.
Data Source
AI summary
A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact center and a monitoring module, arranged to detect an allocation of a contact to a resource to determine a skill requirement of the contact. The work assignment engine is further arranged to fork a session between an originator of the contact and the resource, to a monitor resource, in response to the detected skill requirement satisfying a monitor resource skill requirement.