Container-Based Call Metrics for Fungible Contact Center Agents
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Solution Overview
Problem
Existing contact center reporting systems struggle to track metrics for fungible agents handling multiple servicing applications during a single call, leading to inefficiencies and poor customer experience due to the inability to accurately calculate metrics like average handle time and average talk time.
Innovation Solution
A method and system for reporting metrics that involve monitoring customer calls using a container application to track call-specific and agent-specific metrics across multiple servicing applications, including hold time, talk time, and application usage, with real-time reporting and aggregation for workforce management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional routing-based reporting solutions are used, then call routing and agent queue management are simplified, but metric tracking for fungible agents handling multiple servicing applications becomes inaccurate
Solution Approach 1:
The patent introduces an intermediary component that sits between the multiple servicing applications and the reporting system. This intermediary captures and standardizes metric data from different applications, enabling accurate tracking without requiring complex integration of each application with the reporting system directly. The intermediary acts as a mediator that translates diverse application metrics into a unified reporting format.
Solution Approach 2:
The reporting system is designed to handle multiple types of servicing applications through a universal metric collection framework. Instead of creating separate tracking mechanisms for each application, the system implements a multi-functional approach that can accommodate various application types (chat, email, phone, social media) through a common interface and standardized metric definitions.
2Productivity
If fungible agents handle multiple servicing applications during a single call, then customer experience improves by reducing transfers, but calculating agent-specific metrics like average handle time becomes difficult
Solution Approach 1:
The patent segments the call handling process into distinct components associated with each servicing application. When a fungible agent handles multiple applications during a single call, the system breaks down the overall handle time into application-specific segments. This segmentation allows for accurate calculation of metrics for each application type while maintaining the benefit of reduced customer transfers.
Solution Approach 2:
The system dynamically changes measurement parameters based on the specific servicing application being monitored. Different metric definitions and calculation methods are applied depending on the application type (e.g., chat response time vs. phone handle time), enabling accurate metric tracking for fungible agents across diverse applications while maintaining productivity benefits.
3Adaptability or versatility
If multiple servicing applications are integrated into the contact center, then service capability and customer support options increase, but software integration difficulties arise
Solution Approach 1:
The patent implements a universal integration framework that enables multiple servicing applications to be connected to the contact center through a common interface. This multi-functional approach allows the system to accommodate various application types (chat, email, phone, social media) without requiring separate integration processes, thereby maintaining service versatility while simplifying integration efforts.
Solution Approach 2:
An intermediary layer is introduced between the diverse servicing applications and the contact center infrastructure. This mediator handles the complexity of software integration by providing standardized connection protocols and data exchange formats, enabling easy integration of multiple applications while preserving their individual service capabilities and adaptability.
Data Source
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AI summary
A method and a system for reporting metrics relating to customer calls for fungible agents that are utilizing multiple servicing applications in a contact center environment are provided. The method includes: receiving a service request call from a customer; determining applications that are usable for responding to the service request call from among a predetermined plurality of applications; monitoring the service request call in order to obtain information relating to call timing and events occurring during the call; when the service request call is completed, determining call-specific metrics such as hold time, number of transfers, and or idle time based on the information obtained during the monitoring; and reporting the metrics to a repository. Additional metrics that are specific to an agent assigned to handle the call may also be determined.