Dynamic Target Handle Time for Contact Center Communications
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Solution Overview
Problem
Contact centers face inefficiencies in evaluating agent performance due to a single target handle time (THT) for all communications, leading to inadequate time for complex issues and misleading performance assessments, as agents rush to meet low average handle time (AHT) metrics, potentially frustrating customers and misrepresenting resource utilization.
Innovation Solution
A system that allows agents to identify the reason for each communication on a graphical user interface (GUI), sets a dynamic THT based on the reason, and visually represents time constraints using color-coded timers, ensuring accurate time allocation and performance tracking.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a single target handle time is used for all communications, then the system is simple to operate, but it leads to inadequate time allocation for complex issues and misleading performance assessments
Solution Approach 1:
The patent divides the single THT into multiple category-specific THTs based on communication reason codes. Different communication types (e.g., product information, technical support, billing) are segmented into separate categories, each with its own appropriate THT. This segmentation enables precise performance measurement for each communication type while maintaining system usability through automated classification.
Solution Approach 2:
The patent applies different THT values to different local situations (communication types) rather than using a uniform THT for all communications. Each communication category receives a locally optimized THT that matches its specific requirements, improving performance assessment accuracy while the system maintains ease of operation through automatic reason code-based classification.
2Productivity
If agents rush to complete calls to maintain low AHT, then productivity increases, but the quality of customer service deteriorates and customers become frustrated
Solution Approach 1:
The patent introduces dynamic THT adjustment based on communication complexity and type. Rather than a fixed low THT that forces agents to rush, the system dynamically sets appropriate time limits for each communication category. Complex issues receive higher THTs, ensuring agents have sufficient time to resolve customer problems adequately while maintaining overall productivity through efficient handling of simpler communications.
Solution Approach 2:
The patent changes the THT parameter based on communication reason codes and complexity levels. By adjusting the time parameter dynamically according to the specific communication type (e.g., simple product inquiries vs. complex technical support), the system optimizes both productivity and service quality without forcing agents to rush through complex issues.
3Device complexity
If a single THT is used for all communication types, then the system is easy to implement, but it fails to account for varying time requirements of different communication reasons
Solution Approach 1:
The patent segments communications into distinct categories based on reason codes (e.g., product information, technical support, billing, complaints). Each segment receives its own THT configured to match the typical time requirements of that communication type. This segmentation provides adaptability to different communication needs while maintaining relatively simple implementation through automated classification based on existing reason code data.
Solution Approach 2:
The patent performs preliminary classification of communications into categories based on reason codes before assigning THTs. This preliminary action enables the system to adapt to different communication needs automatically, with appropriate THTs pre-configured for each category, reducing the need for complex real-time decision-making while maintaining high adaptability.
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. In particular embodiments, a mechanism is provided on a GUI displayed to the agent that allows the agent to identify a reason for the communication. While in other embodiments, an event occurs related to the communication that signals the reason. 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.