Contact Centre Web Interface for User Queue Control
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Solution Overview
Problem
Current contact centre technologies limit user control and information availability, leading to frustration when users are placed on hold, and fail to accurately reflect agent interactions in statistics, especially when users seek to reconnect with specific agents.
Innovation Solution
A method that generates a web page providing users with status information and controls to influence their contact within the contact centre, allowing users to switch agents, terminate sessions, or request callbacks, using a contact management component to update the contact status in real-time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If users are placed on hold in a contact centre queue, then the contact centre can manage agent workload efficiently, but user satisfaction deteriorates due to lack of control and information
Solution Approach 1:
A web server acts as an intermediary between the user and the contact centre system. The web server provides a web page that displays contact status information and allows users to send commands to the contact management component, enabling user control without direct intervention in the call handling system.
Solution Approach 2:
The system implements feedback by continuously updating the web page with current contact status information (queue position, expected wait time, agent availability) and confirming when user commands are executed. This keeps users informed about their contact state and the results of their actions.
2Productivity
If users are placed on hold in a contact centre queue, then the contact centre can manage agent allocation efficiently, but information availability to users deteriorates
Solution Approach 1:
The web server serves as an information intermediary, retrieving contact status data from the contact management component and presenting it to users in an accessible web format. This bridges the gap between the contact centre system and the user without disrupting system operations.
Solution Approach 2:
The system adds a new dimension for information delivery by using a web-based interface alongside traditional voice announcements. This provides users with visual information display capabilities and additional control options beyond what is available through voice alone.
3Speed
If users directly dial a specific agent for follow-up contacts, then connection speed improves, but contact centre statistics accuracy deteriorates
Solution Approach 1:
The system performs preliminary actions by having users select their desired agent or callback preference through the web interface before the contact is fully established. This allows the contact management component to pre-configure the contact routing while still maintaining proper statistical tracking.
Solution Approach 2:
The contact management component acts as an intermediary that intercepts and routes contacts even when users attempt direct dialing. It can redirect contacts through the proper queueing system or generate appropriate callback requests, ensuring all interactions are captured in contact centre statistics.
Data Source
AI summary
A contact relating to a communication being processed in a contact center (such as for example a voice call, video call or chat session) is allocated a unique identifier. A web page is accessible to the remote customer involved in the communication. On entering the unique identifier in the web page the user is provided with a customised page including information regarding the status of the contact (such as for example queue position, queue skillset, and expected wait time) and the user can select options in this page to influence the processing of the contact by the contact center, such as by switching queues, requesting a specific agent to handle the contact or terminating the contact and substituting an email or a callback request.