Dynamic Agent Routing Using Communication Value and Matchup Scores
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Solution Overview
Problem
Contact centers face challenges in efficiently routing communications and managing agent resources across multiple channels and treatments, leading to suboptimal service quality and increased costs due to restrictive agent allocation and queue management strategies.
Innovation Solution
A system that dynamically assigns communications to agents based on communication value, agent availability, and matchup scores, using a range interval approach to optimize resource allocation and ensure timely connection of communications to suitable agents, while adapting to changing conditions within the contact center.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If a single pool of agents is used to handle all treatment queues, then the total number of agents needed is reduced, but service quality and effectiveness for all treatments deteriorates
Solution Approach 1:
The patent segments the agent pool into multiple treatment-specific queues, where each queue is dedicated to handling communications for a specific treatment. This segmentation allows agents to specialize in particular treatments while still providing overall system flexibility, thereby maintaining service quality without requiring a large total agent pool.
Solution Approach 2:
The patent implements dynamic queue management where agents can be dynamically assigned to different treatment queues based on real-time demand, agent availability, and skill matching. This dynamic allocation optimizes resource utilization and maintains service quality across multiple treatments with a reduced total number of agents.
2Reliability
If separate pools of agents are dedicated to each treatment queue, then service quality for each treatment is maintained, but the total number of agents required increases
Solution Approach 1:
The patent creates a multi-functional agent system where agents can be assigned to handle multiple treatment queues based on their skills and availability. Each agent serves multiple functions across different treatments, reducing the total number of agents needed while maintaining specialized service quality for each treatment through skill-based routing.
3Adaptability or versatility
If agents are assigned to handle multiple channels and tasks, then operational flexibility increases, but training requirements and complexity increase
Solution Approach 1:
The patent applies local quality by assigning agents to specific treatment queues based on their specialized skills and training. Each agent develops deep expertise in their assigned treatment area while the system as a whole maintains flexibility through skill-based routing and dynamic assignment, reducing individual training complexity while preserving operational versatility.
Data Source
AI summary
Various embodiments of the invention provide methods, systems, and computer program products for routing a communication involving a party in a contact center. Specifically, a treatment is selected for the communication. The selected treatment includes a plurality of range intervals in which each interval includes a value range and has agents assigned to the range interval from a plurality of agents who handle communications placed in the treatment. A communication value is determined for the communication that defines an expected payback from applying the treatment to the communication and a particular range interval is identified based on the communication value being within the value range for the interval. A target agent is then identified from the agents assigned to the particular range interval based on a matchup score for the agent. Here, the matchup score provides a measure of how well the agent is matched to the remote party.