Intermediary Device Lobby Assignment for Contact Center Routing
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Solution Overview
Problem
In contact center environments, existing technologies face challenges in efficiently routing and managing asynchronous text-based data messages, leading to unnecessary network transmissions, increased latency, and waste of electrical power due to inefficient routing to incorrect destinations.
Innovation Solution
An intermediary device with a lobby assignment mechanism is introduced, which assigns data messages to either a default or destination lobby construct based on message characteristics, allowing for efficient routing by bypassing unnecessary constructs and reducing redundant transmissions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If data messages are routed through a default lobby construct before reaching the destination, then all messages can be initially received and processed, but network traffic increases and latency increases due to redundant transmissions
Solution Approach 1:
The lobby assignment mechanism performs preliminary routing decisions by analyzing message characteristics and characteristics of contact center agents before the message is fully transmitted. This allows the system to pre-determine the destination lobby construct, avoiding the need to route messages through a default lobby first and then redirect them, thereby reducing latency while ensuring reliable delivery.
2Reliability
If data messages are routed through multiple lobby constructs to ensure proper destination, then message delivery accuracy improves, but network traffic and power consumption increase
Solution Approach 1:
The system enables self-service routing by equipping the lobby assignment mechanism with the capability to autonomously analyze message characteristics and match them with appropriate contact center agent characteristics. This automated characteristic-based matching eliminates the need for manual routing interventions and reduces unnecessary transmissions through multiple lobbies, thereby lowering network power consumption while maintaining high routing accuracy.
3Device complexity
If a simple routing mechanism is used, then device complexity is reduced, but the ability to efficiently route messages to correct destinations decreases
Solution Approach 1:
The patent applies parameter changes by utilizing message characteristics and contact center agent characteristics as routing parameters. The lobby assignment mechanism compares these characteristics to determine the optimal destination lobby construct. This characteristic-based parameter matching enables efficient and accurate routing without requiring complex manual intervention systems, thus maintaining relatively simple device architecture while achieving high routing efficiency.
4Reliability
If redundant message transmissions are performed to ensure delivery, then message delivery reliability improves, but network traffic increases
Solution Approach 1:
The system implements feedback mechanisms where the lobby assignment mechanism continuously monitors message characteristics, contact center agent characteristics, and routing outcomes. This feedback enables the system to learn from past routing decisions and optimize future routing paths, ensuring reliable message delivery while minimizing redundant transmissions and reducing overall network traffic volume.
Data Source
AI summary
An intermediary device disposed in a contact center environment is provided. The intermediary device can receive a first data message. A lobby assignment mechanism can assign the first data message to a default lobby construct, and can obtain, from a contact center agent computing device, an indication of assignment of the first data message to a destination lobby construct that is different than the default lobby construct. The lobby assignment mechanism can link the first data message with the destination lobby construct based on a characteristic of the first data message. The intermediary device can receive a second data message, and can bypass the default lobby construct to assign the second data message to the destination lobby construct based on a characteristic of the second data message and the characteristic of the first data message.