Immediate Callback System for Contact Center Agent Utilization
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Solution Overview
Problem
Existing call-out systems, particularly the preview type, fail to efficiently implement immediate callbacks, leading to reduced agent utilization and poor user experience due to inefficient scheduling and long wait times.
Innovation Solution
A method and apparatus for immediate callback that receive user requests, determine suitable agents based on pre-stored mapping relationships between service data and agent skills, and immediately call the user when a ready agent is available, adhering to a preset call-out policy including time limits and retry intervals.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the preview type call-out scheme is used, then the system can execute call-outs according to scheduled periods, but the user experience deteriorates because the user cannot be called back within the current period and must wait for the next scheduling period
Solution Approach 1:
The system performs preliminary actions by proactively identifying users who meet call-out criteria before the scheduled time arrives. The call-out task is prepared and queued in advance, allowing immediate execution when the current period ends, rather than waiting passively for the next scheduled period.
Solution Approach 2:
The system dynamically adjusts the call-out timing based on real-time conditions. Instead of rigidly adhering to fixed scheduling periods, the system continuously monitors whether call-out conditions are met and can trigger call-outs at optimal moments within the current period, making the scheduling flexible and adaptive.
2Device complexity
If the preview type call-out scheme is used, then the system can maintain scheduling control, but the agent utilization rate deteriorates because agents must wait for the next scheduling period to execute call-outs
Solution Approach 1:
The system ensures continuous useful action by maintaining a ready queue of call-out tasks that can be immediately assigned to agents. When agents become available, they can continuously pick up and execute call-out tasks without idle waiting time, keeping the workflow continuous and maximizing productivity.
Solution Approach 2:
The system implements feedback mechanisms where agent availability status is continuously monitored and fed back to the task distribution system. This allows the system to dynamically allocate call-out tasks to available agents in real-time, optimizing agent utilization based on current system state.
3Loss of time
If frequent scheduling of timed tasks is implemented to achieve immediate callback, then the user experience improves, but the system pressure increases due to frequent scheduling operations
Solution Approach 1:
The system performs preliminary actions by pre-processing and queueing call-out tasks before they are needed. This reduces the computational burden during actual execution, as the heavy lifting of task preparation is done in advance, thereby reducing system pressure during frequent scheduling operations.
Solution Approach 2:
The system extracts the scheduling decision logic from the timed task execution mechanism. By separating the identification of call-out candidates from the actual scheduling and execution, the system reduces the complexity and pressure on the timed task scheduling system, allowing it to operate more efficiently.
Data Source
AI summary
The invention provides a call-out method and apparatus for an immediate callback, an electronic device, and a computer readable medium, and can solve the problem that the existing call-out scheme of the preview type cannot effectively implement an immediate callback, and can improve user experience, increase an agent utilization rate, and reduce a pressure on a system caused by frequent scheduling of timed tasks. The call-out method for an immediate callback of the invention comprises: receiving an immediate callback request of a user, the immediate callback request including a callback number and submitted service data; determining, according to pre-stored mapping relationships between service data and agent's telephone skills, agents processing the submitted service data; and judging whether a ready agent exists in the agents, and if so, immediately calling the callback number; otherwise, calling the callback number when there is a ready agent.