Contact Center Work Item Transfer for Skill Matching
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Solution Overview
Problem
Conventional contact centers face inefficiencies due to the complexity and cost of managing multiple queues for skill-based agent assignments, leading to suboptimal resource allocation and increased administrative burdens, which can result in customers not being routed to the most suitable agents for their needs.
Innovation Solution
A method and system that monitor the service level provided by less skilled resources and the availability of more skilled resources, allowing seamless transfer of work items to more qualified agents while maintaining the transfer hidden from the customer, thereby optimizing resource allocation and enhancing customer satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If multiple queues are used for skill-based agent assignments, then resource allocation is optimized, but device complexity and administrative burden increase significantly
Solution Approach 1:
The patent extracts and eliminates the queue structure from the contact center system. Instead of using multiple queues for skill-based assignments, the system uses a single queue where work items are assigned to agents based on real-time skill matching and availability, thereby reducing structural complexity while maintaining allocation efficiency
Solution Approach 2:
The system dynamically assigns agents to work items based on real-time skill matching rather than static queue assignments. Agent skills and work item requirements are continuously evaluated to make optimal assignments, replacing the static multi-queue structure with a dynamic single-queue system
2Adaptability or versatility
If agents are constantly reassigned to queues based on new skills, then skill utilization improves, but administrative cost and time consumption increase
Solution Approach 1:
The system automatically monitors agent skills and work item requirements, making real-time assignments without manual intervention. When agents gain new skills or work item needs change, the system self-adjusts assignments based on predefined matching criteria, eliminating the need for manual queue reassignments
Solution Approach 2:
The system continuously monitors agent skills and work item attributes, using this feedback to make real-time optimization assignments. This closed-loop approach ensures that skill changes are immediately reflected in assignment decisions without requiring manual updates or reassignments
3Productivity
If work items are assigned to less skilled resources immediately, then service availability is maintained, but customer satisfaction may be compromised
Solution Approach 1:
The system dynamically monitors the progress of work items being serviced and the availability of more skilled agents. When a more skilled agent becomes available and the current agent's performance indicates potential quality issues, the system dynamically transfers the work item to optimize both availability and quality
Solution Approach 2:
The system monitors service quality metrics and agent availability in real-time, using this feedback to make informed decisions about work item assignments and transfers. This ensures that service quality is maintained while maximizing resource utilization
Data Source
AI summary
A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.