Graphical Call-Route Scripting System for Dynamic Routing
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Solution Overview
Problem
Current call-routing systems for individuals with visual or hearing impairments are inefficient due to lack of agent identification and scripting functionality, leading to prolonged wait times and inadequate service, as they rely on manual intervention and resource-intensive scripting processes.
Innovation Solution
A graphical user-friendly route-scripting system that allows dynamic modification of call-routing scripts using a graphical interface, enabling users to create, edit, and manage call-routing paths by arranging graphical objects to generate and modify programmatic code, thereby optimizing call routing and agent assignment.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional programming methods are used to create and modify call-routing scripts, then the system can handle complex routing logic, but the time and resources required for reprogramming increase significantly
Solution Approach 1:
The patent uses template-based scripting where pre-defined routing patterns and logic structures are created as reusable templates. These templates can be copied and instantiated multiple times with different parameters, eliminating the need to write complex routing logic from scratch each time a new call-routing scenario needs to be implemented.
Solution Approach 2:
The call-routing script is divided into modular, independently configurable components or building blocks. Each module handles a specific aspect of call routing (e.g., agent selection, skill-based routing, time-based routing). These segmented modules can be independently modified, combined, or replaced without affecting the entire routing system, enabling rapid reconfiguration.
2Reliability
If manual intervention is used for call routing decisions, then individual calls can be handled with human judgment, but the overall system efficiency and speed of answer decrease
Solution Approach 1:
The system implements intelligent, automated call-routing logic that autonomously makes routing decisions based on pre-configured rules, agent availability, and call characteristics. The system serves itself by automatically matching calls to appropriate agents without requiring manual intervention for each call decision, thereby maintaining high speed of answer while ensuring accurate routing through sophisticated algorithms.
3Quantity of substance
If call-routing decisions are made after calls arrive at the call center, then all incoming calls can be received, but wait times are prolonged due to lack of pre-routing intelligence
Solution Approach 1:
The system performs preliminary routing analysis and preparation before calls actually arrive at the call center. It pre-identifies available agents, pre-configures routing paths based on predicted call patterns, and maintains real-time awareness of agent capacity and status. This preliminary action enables the system to immediately route incoming calls to the most appropriate available agent, minimizing wait times while maintaining high call volume capacity.
4Productivity
If Spanish-speaking callers are randomly assigned to agents, then all callers can be served, but service quality deteriorates when language mismatches occur
Solution Approach 1:
The system applies localized routing criteria based on specific call characteristics, including language requirements. When a Spanish-speaking caller is identified, the routing logic specifically targets agents with Spanish language skills. This local quality approach ensures that each call is routed with tailored precision according to its specific needs, maintaining both high service quality and efficient call handling capacity.
Data Source
AI summary
A method, system, and medium are provided for creating and modifying how communications requests are routed in a communications network. The method includes displaying a graphical user interface (GUI) that includes a canvas and a set of geometric shapes that correspond programmatic code segments. As geometric shapes are added to the canvas, code segments are automatically generated depending on the relationship ad arrangement of the shapes. The code segments form a call-routing script, which dictates how physical communications requests are routed. The system includes a route script execution engine (RSEE), a set of route scripts to be processed by the RSEE and to dictate call routing paths, and a graphical route-scripting interface (which includes an arrangement of graphical objects that correspond to a programmatic composition of the route scripts). The modified arrangement of the plurality of graphical objects translates to a modification of one or more of the route scripts, and thereby to a modification of one more call-routing paths.