Dynamic Call Routing Strategy Framework
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Solution Overview
Problem
Contact centers face challenges in optimizing resource utilization and generating bespoke routing strategies, leading to increased complexity and maintenance costs, as well as difficulties in managing customer service efficiency metrics like Service Level Agreement (SLA) and Customer Satisfaction (CSAT).
Innovation Solution
A call managing computer system that includes a monitoring module, strategy generation module, validation module, and agent selection module, allowing customers to generate and execute custom strategies based on real-time communication context and performance indicators, enabling dynamic agent selection and simplifying strategy administration.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customers are provided with options to select predefined routing strategies, then customer service flexibility is improved, but device complexity and maintenance costs increase
Solution Approach 1:
The patent implements a universal routing strategy framework that can execute multiple different routing strategies (round-robin, least-occupied, longest-idle, skill-based, etc.) through a single unified engine. The framework uses a common architecture with configurable parameters that adapts to different routing needs without requiring separate engines for each strategy, thereby reducing overall system complexity while maintaining versatility.
2Adaptability or versatility
If more routing strategies are crafted to meet customer needs, then service adaptability is improved, but management and implementation burden increases
Solution Approach 1:
The patent implements dynamic routing strategies that can adapt to changing conditions in real-time. The system monitors agent availability, occupancy levels, and skill matching dynamically, allowing strategies to adjust automatically without manual reconfiguration. This dynamic approach reduces the administrative burden compared to static strategies that would require manual updates when conditions change.
Solution Approach 2:
The framework allows routing strategies to be configured through parameter adjustments rather than creating entirely new strategies. By changing parameters such as weighting factors, thresholds, and priority levels within the unified framework, different routing behaviors can be achieved without increasing the number of separate strategy implementations, thereby simplifying management.
3Device complexity
If conventional routing strategies are used, then system simplicity is maintained, but ability to execute bespoke customer strategies is limited
Solution Approach 1:
The patent segments the routing strategy execution into independent modular components: a framework layer that handles execution and monitoring, and strategy-specific modules that can be independently configured and updated. This segmentation allows the system to maintain a simple core framework while enabling customized strategies through modular additions, resolving the contradiction between simplicity and versatility.
Data Source
AI summary
A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.