Dynamic Target Handle Time Analytics for Contact Center Efficiency
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Contact centers face inefficiencies in managing average handle time (AHT) as a single target handle time (THT) for all communications can lead to inadequate time for complex issues, resulting in frustrated customers and misevaluation of agent performance, as agents rush through calls to maintain low AHT.
Innovation Solution
Implementing a system that uses analytics to identify the reason for each communication and dynamically sets a target handle time based on the specific reason, with visual feedback to agents through a GUI, ensuring accurate time allocation and performance tracking.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a single target handle time is used for all communications, then the contact center can maintain consistent performance metrics, but complex issues cannot be adequately addressed and agent performance is misevaluated
Solution Approach 1:
The patent segments the single target handle time metric into multiple communication-specific target handle times based on different communication types (e.g., voice calls, chats, emails) and reasons for contact. This allows the contact center to evaluate agent performance accurately for each communication category while maintaining overall efficiency metrics.
Solution Approach 2:
The system dynamically adjusts target handle times based on the specific communication type and reason for contact identified through analytics. Rather than using a static single target handle time, the system adapts the target time to match the complexity and nature of each communication, enabling adequate time allocation for complex issues while maintaining efficiency for simpler interactions.
2Productivity
If agents rush through calls to maintain low AHT, then the contact center appears efficient, but customer service quality deteriorates and customers become frustrated
Solution Approach 1:
The patent implements feedback mechanisms that monitor actual handle times against communication-specific target handle times and provide real-time guidance to agents. This feedback loop allows agents to maintain efficient handle times without rushing, as they receive guidance on appropriate pacing based on the specific communication type and customer needs, thereby maintaining both efficiency and service quality.
Solution Approach 2:
The system changes the parameter of target handle time based on communication characteristics and customer interaction patterns. By adjusting the target time parameter to match the specific situation, agents can maintain efficient performance without compromising service quality, as the target itself adapts to the complexity of the interaction rather than forcing a uniform fast pace on all communications.
3Device complexity
If a single THT is established based on historical data, then the system is simple to implement, but it cannot adapt to varying communication complexities and provides misleading performance information
Solution Approach 1:
The patent creates a universal target handle time system that serves multiple functions: it evaluates agent performance, guides real-time interactions, and adapts to different communication types. The analytics component analyzes historical data across various communication categories and establishes multiple target handle times that can be universally applied to different situations, providing both simplicity and precision.
Solution Approach 2:
The system performs preliminary analysis of historical communication data to establish communication-specific target handle times before actual performance evaluation begins. This preliminary action creates a robust foundation of multiple targeted times based on past patterns, which then guides future performance measurement with high accuracy without requiring complex real-time adjustments.
Data Source
AI summary
Various embodiments of the invention provide methods, systems, and computer program products for establishing a target handle time (THT) for a communication routed to an agent in a contact center. Specifically, an analytics component is used to detect a keyword in the communication that identifies a reason for the communication. Accordingly, a THT is set for the communication based on the identified reason and a visual representation of the THT is displayed that includes a component decrementing with the passage of time. At some point, the communication is completed and a disposition code is entered for the communication. Accordingly, in particular embodiments, the disposition code is then confirmed to match the reason for the communication to ensure the correct reason was identified and the correct corresponding THT was set.