Related Contact Identification Server for Contact Center Tracking
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing contact distribution systems are unable to efficiently or accurately associate contacts initiated by agents with work-related or non-work-related activities, lacking the ability to track interrelations between contacts, which hinders accurate time and cost accounting in contact centers.
Innovation Solution
A related contact identification server is introduced to associate incoming contacts with later contacts initiated by resources using proximity, establishing a parent-child relationship based on the state of previous contacts, allowing for accurate tracking and reporting of related contacts across various media types.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If contact distribution systems track only incoming contacts, then system complexity remains low, but the ability to associate related contacts and track agent time accurately is lost
Solution Approach 1:
A server acts as an intermediary between the contact distribution system and the tracking requirements. The server receives contact information from the distribution system, determines relationships between contacts using stored data about agent actions and contact states, and generates association information without requiring the distribution system itself to become more complex.
Solution Approach 2:
The system uses information already available in the contact distribution system (contact data, agent assignments) and combines it with automatically captured agent actions and contact state changes to self-determine relationships. The system serves its own tracking needs by processing its existing data streams through relationship-determination logic.
2Measurement precision
If the system monitors all agent actions to determine contact relationships, then contact association accuracy improves, but processing time and computational resources increase
Solution Approach 1:
The system pre-establishes what constitutes a relationship by defining specific criteria in advance (e.g., agent placing contact on hold, agent entering after-contact work state). When these predefined conditions occur, the system automatically recognizes the relationship without requiring complex real-time analysis of all possible contact patterns.
Solution Approach 2:
The system continuously monitors agent actions and contact states, using this feedback to dynamically determine and update contact relationships. When an agent performs a specific action (such as placing a contact on hold or entering after-contact work state), the system receives feedback about this state change and uses it to establish relationships with subsequent contacts initiated by the same agent.
3Measurement precision
If the system establishes parent-child relationships between contacts, then time tracking accuracy improves, but data storage requirements increase
Solution Approach 1:
The system segments contact relationships into hierarchical parent-child pairs rather than storing all possible contact relationships. Each contact can be a parent to multiple children or a child to one parent, creating an organized tree structure that efficiently represents complex contact patterns while minimizing redundant data storage.
Data Source
AI summary
Systems and methods for identifying related contacts in a contact center are provided. In particular, contacts that are initiated by an agent or other resource after an earlier contact has been placed on hold or while the agent or resource is in an after-contact work state are determined to be associated with the earlier contact. Accordingly, associations within contacts can be identified and recorded. Furthermore, the identification of associations between contacts can be performed without requiring explicit recognition of relationships between the content of different contacts, and without relying on an agent to make accurate reports regarding relationships between contacts.