Hierarchical Contact Routing with Dynamic Requeuing

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Solution Overview

Problem

Existing contact center resource allocation systems based on rules engines face bottlenecks when adapting to changing conditions, leading to increased response times and reduced flexibility due to the processing burden of continuously re-evaluating rules, which can result in not requeueing contacts to avoid these issues.

Innovation Solution

A network of nodes is maintained, allowing contacts to be enqueued and dequeued based on routing recommendations, with service nodes and resource nodes, enabling intelligent queuing and resource allocation, and using conflict resolution policies like age and priority weighting to determine the order of dequeuing and servicing.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If a rules engine is used to continuously re-evaluate rules and requeue contacts, then contact allocation flexibility is improved, but processing burden and response time increase

Engineering Contradiction:

Improvecontact allocation flexibilityVSAvoidprocessing speed

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The patent segments the contact center system into multiple independent queue managers, each handling specific queues. This segmentation allows parallel processing of contacts across different queues without requiring a single centralized rules engine to evaluate all contacts sequentially, thereby maintaining flexibility while improving processing speed.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The patent introduces an event-driven architecture with event subscribers as intermediaries between queue managers and routing decisions. These intermediaries handle rule evaluations and contact routing asynchronously, reducing the processing burden on queue managers and enabling continuous re-evaluation without bottlenecking the system.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Productivity

If contacts are not requeued once assigned, then processing burden on the rules engine is reduced, but system flexibility is reduced

Engineering Contradiction:

Improveprocessing efficiencyVSAvoidsystem flexibility

Core Design Contradiction:

ProductivityVSAdaptability or versatility

Solution Approach 1:

The patent implements dynamic contact routing where contacts can be requeued based on changing conditions. The system monitors queue states and contact attributes in real-time, allowing contacts to be dynamically moved between queues or reassigned to different resources based on current priorities and availability, thus maintaining flexibility while managing processing efficiently.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The patent incorporates feedback mechanisms where queue managers continuously monitor queue states, contact wait times, and resource availability. This feedback enables intelligent requeuing decisions - contacts are requeued only when necessary based on real-time conditions, balancing processing efficiency with system flexibility through data-driven routing decisions.

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS20090086959A1Method and System for Hierarchicy Based Contact Routing

Publication Date: 2009.04.02 CONCENTRIX CVG CUSTOMER MANAGEMENT DELAWARE LLC

AI summary

Resource allocation in a contact center can be performed using a network of nodes. Such a network of nodes can be organized according into resource nodes, domain nodes, and service nodes, with paths from the domain nodes, through the service nodes, to the resource nodes being used in the allocation.