Dynamic Resource Allocation for Contact Center Routing
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Solution Overview
Problem
Conventional contact center routing techniques are inflexible and do not optimally allocate resources based on the type of work requests, leading to suboptimal agent utilization and customer dissatisfaction, as they fail to consider the proficiency levels of agents and available media resources.
Innovation Solution
A resource allocation system that monitors work requests and resource availability, matches attributes to determine first and second type of resources, initially assigns first type resources when second type resources are unavailable, and re-allocates to second type resources when they become available, ensuring optimal agent and media resource utilization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional routing techniques are used to meet service level constraints, then service level is maintained, but resource allocation efficiency deteriorates as less optimal resources are assigned to work requests
Solution Approach 1:
The system performs preliminary actions by continuously monitoring resource availability and work request attributes before routing decisions are final. It proactively identifies suitable resources and prepares routing paths in advance, allowing optimal resource allocation while maintaining service level constraints.
Solution Approach 2:
The routing system dynamically adjusts resource allocation based on real-time conditions. It continuously evaluates resource availability, work request attributes, and service level requirements, adapting routing decisions dynamically rather than using static conventional techniques. This enables the system to maintain service levels while optimizing resource utilization.
2Reliability
If rigid routing rules are applied to ensure service level agreement, then service level agreement is met, but adaptability to different work request types deteriorates
Solution Approach 1:
The system applies local quality by tailoring routing decisions to specific work request types and attributes. Instead of uniform rigid rules, it evaluates each work request's characteristics (voice, video, chat, priority, skill requirements) and applies appropriate routing criteria locally. This maintains service level agreements while adapting to diverse work request types.
Solution Approach 2:
The routing system changes parameters dynamically based on work request attributes. It adjusts routing criteria, resource selection, and allocation strategies according to specific parameters such as work request type, priority level, required skills, and available resources. This enables flexible adaptation while maintaining service level commitments.
3Measurement precision
If primary skill level agents are prioritized for all work requests, then match rate improves, but service level may deteriorate when primary agents are unavailable
Solution Approach 1:
The system performs preliminary evaluation of both primary and secondary skill level agents before routing decisions. It pre-identifies fallback options and prepares alternative routing paths when primary agents are unavailable. This ensures high match rates when possible while maintaining service level reliability through prepared contingencies.
Solution Approach 2:
The routing system acts as an intermediary between work requests and agents of varying skill levels. It intelligently mediates the matching process by evaluating whether to route to primary skill level agents for optimal match rate or to secondary agents when necessary to maintain service level. This mediation balances match rate optimization with service level reliability.
Data Source
AI summary
A resource allocation system of an enterprise is disclosed for allocating resources for a work request in an enterprise. The resource allocation system includes a monitor module configured to monitor the work request and availability of the resources in the enterprise, wherein the work request is characterized by one or more attributes. The resource allocation system further includes a resource matching module configured to match the attributes of the work request with the resources to determine one or more first type and second type of resources. The resource allocation system further includes an assignment module configured to assign the first type of resources to the work request while the second type of resources are unavailable, and re-assign the second type of resources to the work request when the second type of resources become available.