Dynamic Work Assignment Strategies Based on Agent Proficiency
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Solution Overview
Problem
Existing contact center allocation algorithms focus solely on composite scores, ignoring other aspects of agent proficiency and failing to consider the interplay between contact center goals, leading to suboptimal resource allocation under varying conditions.
Innovation Solution
A dynamic resource allocation system that selects servicing destinations based on the realization status of multiple performance goals, using a goal satisfaction table to map goal statuses against appropriate agent proficiency aspects, allowing for different selection criteria and algorithms to be applied under different contact center conditions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If skills-based routing with composite scores is used to allocate work items, then contact center performance is improved, but other aspects of agent proficiency are ignored leading to suboptimal resource allocation
Solution Approach 1:
The patent segments the composite score into multiple distinct proficiency aspects (e.g., technical knowledge, problem-solving, customer service). Instead of using a single aggregated score, the system evaluates each aspect separately and matches work items to agents based on specific aspect requirements, thereby considering multiple dimensions of agent proficiency without sacrificing overall performance optimization.
Solution Approach 2:
The system changes the parameter representation from a single composite score to multiple proficiency aspect scores. This parameter transformation allows the routing algorithm to selectively weight and match different proficiency aspects based on work item requirements, enabling more versatile and adaptive resource allocation while maintaining performance optimization.
2Device complexity
If a single work item routing algorithm is used, then system complexity is reduced, but the system cannot adapt to varying contact center conditions and goals
Solution Approach 1:
The patent implements dynamic routing by allowing the system to switch between different routing algorithms based on current contact center conditions and goal priorities. The routing algorithm selected is not fixed but adapts in real-time based on factors such as service level requirements, contact types, and agent availability, thereby achieving versatility without requiring an overly complex static system.
Solution Approach 2:
The routing system is designed with multi-functionality, incorporating multiple routing algorithms (e.g., skills-based, least occupied, random) within a single unified framework. This allows the system to perform different routing functions as needed based on conditions, achieving adaptability while maintaining relatively simple system architecture through a modular, multi-purpose design.
3Productivity
If agent selection is based on highest-priority skill matching, then contact handling efficiency is improved, but service level requirements may not be met under varying conditions
Solution Approach 1:
The system dynamically adjusts the weighting parameters of different proficiency aspects based on service level requirements and contact center conditions. When service levels are critical, the system increases the weight of relevant proficiency aspects in the matching algorithm, ensuring that agents meeting service level criteria are prioritized while maintaining efficient contact handling through optimized parameter weighting.
Solution Approach 2:
The routing system incorporates feedback mechanisms that monitor service level attainment and adjust agent selection criteria accordingly. When service levels are not being met, the system receives feedback and modifies its routing decisions to prioritize agents who can meet the required service levels, thereby ensuring reliability while maintaining overall handling efficiency through adaptive feedback-driven adjustments.
Data Source
AI summary
A contact center 100 having a plurality of performance goals is provided. The contact center includes a routing agent 232 operable, when a work item is to be routed to a servicing destination 134, 138 or 208, determine, for each performance goal, a status of goal realization 304 or 504 and a corresponding set of selection criteria 308 or 508 for the determined statuses of goal realization and a destination selector 216 or 220 operable to select the servicing destination based, at least in part, on the set of selection criteria.