Dynamic Call Redistribution Algorithm for Contact Center Outages
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Solution Overview
Problem
Contact center outages can lead to a domino effect of failures due to unmanaged call redistribution, overwhelming backup sites without consideration for their load or real-time capabilities, resulting in potential disconnections and prolonged downtime.
Innovation Solution
Implementing a dynamic redistribution system using an algorithmic solution that assigns 'Active Weight' values to each site for intelligent call distribution, allowing for automatic adjustments during outages and gradual recovery, thereby sharing traffic load among multiple sites and ensuring seamless service continuity.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls are redirected to a backup site during an outage, then service continuity is maintained, but the backup site may become overloaded and cause a domino effect of failures
Solution Approach 1:
The patent implements dynamic call redistribution by continuously monitoring site status and adjusting call routing in real-time. When a site goes down, the system dynamically recalculates and redistributes calls among remaining operational sites based on their current capacity and status, rather than using a static backup plan. This dynamic approach prevents any single site from being overwhelmed with all redirected calls.
Solution Approach 2:
The system changes the parameter of call distribution by introducing weighted percentages for each site based on their operational status and capacity. Instead of equal distribution or fixed backup routing, the system adjusts the distribution parameters dynamically, assigning higher weights to sites with greater available capacity and lower weights to sites approaching overload thresholds.
2Productivity
If static percent allocation strategy is used for call distribution, then operational efficiency is improved, but the system cannot adapt to real-time conditions like outages and overload
Solution Approach 1:
The patent transforms the static percent allocation strategy into a dynamic system that continuously adapts to real-time conditions. The system monitors site status, capacity, and call volumes, and automatically adjusts the percentage allocation of calls to each site based on current operational conditions, maintaining both efficiency and adaptability.
Solution Approach 2:
The system implements feedback mechanisms where real-time data about site status, call handling capacity, and operational performance is continuously collected and used to adjust call distribution percentages. This closed-loop feedback allows the system to learn from actual performance and optimize routing decisions dynamically.
Data Source
AI summary
Work assignment methods and systems are provided that dynamically redistribute a percent allocation of contacts after an outage at a contact center. In general, a work assignment mechanism, upon receiving information that a contact center is removed from a system of available contact centers, dynamically recalculates a percentage allocation of each available contact center in the system. Subsequently received contacts are distributed among the available contact centers in accordance with the recalculated percentage allocation. When a contact center is returned to the system from an outage, the percentage allocation of contacts can be incrementally increased to the returning contact center.