Contact Management System Priority Scoring
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Solution Overview
Problem
Current contact management systems lack efficient methods to identify and prioritize contacts based on various information types, such as name, account number, contact history, and hold time, which affects the order in which contacts are handled by agents.
Innovation Solution
A contact management system comprising a server that receives and queues contacts, assigns identifiers based on primary and supplemental information, and determines a contact priority identifier to order contacts relative to their assigned point-of-contact, utilizing a scoring engine and dynamic identifier adjustments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If contacts are queued without priority identification, then the system is simpler to operate, but contact handling efficiency deteriorates due to lack of prioritization
Solution Approach 1:
The system performs preliminary actions by assigning priority identifiers to contacts before they are fully processed into the queue. The scoring engine calculates priority scores based on available information (account type, contact history, hold time) in advance, allowing contacts to be pre-sorted by priority before agents begin handling them. This preliminary prioritization improves handling efficiency without requiring complex real-time decision-making during agent-contact interactions.
Solution Approach 2:
The system implements self-service through automated priority identification and assignment. The scoring engine automatically evaluates contact information and assigns priority identifiers without requiring manual intervention from agents or supervisors. This automation reduces the complexity of manual prioritization processes while maintaining high contact handling efficiency through consistent, rule-based priority assignment.
2Measurement precision
If multiple types of contact information are processed, then contact prioritization accuracy is improved, but information processing time increases
Solution Approach 1:
The system segments contact information into distinct categories (primary information, supplemental information, medium-of-contact information) and processes each segment through the scoring engine independently. This segmentation allows the system to evaluate multiple types of information for accurate prioritization while managing processing time by handling information in organized, manageable segments rather than as a single undifferentiated mass.
Solution Approach 2:
The scoring engine utilizes parameter changes by dynamically adjusting priority scores based on varying contact information parameters. As different types of information become available (primary, supplemental, medium-of-contact), the engine updates priority identifiers by changing the score parameters accordingly. This allows accurate prioritization to emerge progressively as information is processed, rather than requiring all information to be processed simultaneously.
3Adaptability or versatility
If contacts are assigned to specific points-of-contact, then service personalization is improved, but contact routing complexity increases
Solution Approach 1:
The system implements feedback mechanisms where contact priority identifiers and point-of-contact assignments are continuously evaluated and adjusted. The scoring engine receives feedback from contact information processing and adjusts priority assignments accordingly, while point-of-contact routing receives feedback from priority levels to determine appropriate agent assignment. This feedback loop enables service personalization through adaptive routing decisions while managing complexity through systematic information flow between components.
Data Source
AI summary
Systems and methods for contact management, such as those, for example, configured to identify a point-of-contact to which at least one contact is assigned and/or configured to order at least one contact based on information relating to the at least one contact.