Dynamic Resource Allocation for Communication Sessions
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Solution Overview
Problem
Contact centers face inefficiencies in managing multiple incoming contacts due to static multiplicity values of resources, which limits their ability to adapt to varying types of incoming contacts, especially in omni-channel scenarios, leading to poor resource utilization and reduced efficiency.
Innovation Solution
A computing system that dynamically manages resources by monitoring parameters of communication sessions, calculating a multiplicity value for each resource based on stored parameters, and allocating communication sessions to resources based on these values, allowing for state-dependent multiplicity configurations and improved flexibility.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If static multiplicity values are used for resource allocation, then resource assignment is simple and deterministic, but resource utilization efficiency deteriorates and adaptability to varying contact types is reduced
Solution Approach 1:
The patent transforms static multiplicity values into dynamic multiplicity values that are calculated in real-time based on current resource states and contact characteristics. The system continuously monitors resource availability, contact center state, and contact parameters to compute updated multiplicity values, enabling adaptive resource allocation that responds to changing conditions rather than relying on pre-configured static values.
Solution Approach 2:
The system changes the parameter of multiplicity from a fixed static value to a dynamic calculated value based on multiple variables including resource state, contact type, skill requirements, and current workload. This parameter transformation allows the multiplicity to adapt to different scenarios by adjusting its value according to real-time conditions rather than remaining constant.
2Productivity
If static multiplicity configurations are used, then system configuration is simple, but resource utilization efficiency deteriorates under varying contact loads
Solution Approach 1:
The patent implements a feedback mechanism where the system continuously monitors the actual state of resources and contact flows, compares this with the allocated resources based on multiplicity values, and uses this information to recalculate and update multiplicity values. This closed-loop feedback ensures that resource allocation continuously adapts to actual conditions, maximizing utilization efficiency while managing complexity through automated adjustments.
Solution Approach 2:
The system performs preliminary calculations of multiplicity values based on predicted contact patterns and resource states before contacts actually arrive. By pre-calculating optimal multiplicity configurations based on anticipated conditions, the system prepares resource allocation in advance, improving responsiveness and efficiency without requiring complex real-time decision-making during contact handling.
3Adaptability or versatility
If pre-calculated multiplicity values are stored in database, then allocation is fast and deterministic, but flexibility to cope with omni-channel scenarios is reduced
Solution Approach 1:
The patent implements periodic recalculation of multiplicity values at defined intervals or triggers (such as contact arrival, resource state change, or configuration update). This periodic action balances the need for up-to-date multiplicity values with computational efficiency, allowing the system to maintain flexibility for omni-channel scenarios while avoiding excessive calculation overhead by updating values periodically rather than continuously for every event.
Data Source
AI summary
A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.