Mobile Agent Presence Controller for Multi-Channel Routing
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Solution Overview
Problem
Contact center agents using mobile devices face challenges in efficiently managing interactions across various media channels and indicating availability, leading to delays and inefficiencies in customer service.
Innovation Solution
A system and method that allows end user devices to receive context data, display media channels, and enable users to select one for handling interactions, with presence controllers to indicate availability on each channel, facilitating seamless routing of interactions to available agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If agents use mobile devices to handle interactions, then mobility and accessibility are improved, but the ability to manage multiple media channels and indicate availability efficiently deteriorates
Solution Approach 1:
The system segments media channel management by providing separate presence controllers for each channel type (voice, video, text, etc.). Each controller independently manages availability status for its specific channel, allowing agents to control presence on different channels without managing a monolithic complex system. This segmentation is implemented through the presence controller component that can be instantiated per channel.
Solution Approach 2:
The mobile device serves multiple functions by acting as both the communication endpoint and the presence control interface. The device monitors and controls presence across multiple media channels simultaneously, and the contact center system uses the device to route interactions to appropriate agents. This multi-functionality reduces the need for separate dedicated equipment for each function.
2Productivity
If agents monitor multiple media channels for availability, then interaction routing efficiency is improved, but the complexity of detecting and measuring presence on each channel increases
Solution Approach 1:
The presence controller acts as an intermediary between the agent's mobile device and the contact center routing system. It mediates the complexity of presence detection by handling channel-specific presence monitoring locally on the agent's device, then reporting simplified availability status to the contact center system. This intermediary absorbs the complexity of detecting presence across multiple channels while providing clean availability information for routing decisions.
3Measurement precision
If the system provides presence control for each media channel, then availability indication accuracy is improved, but the device complexity and configuration requirements increase
Solution Approach 1:
The presence controllers are designed to operate autonomously on the agent's mobile device without requiring centralized configuration or management. Each controller self-manages its presence state for the corresponding channel, automatically detecting when the agent is available or unavailable for that specific channel type. This self-service approach improves accuracy by having the agent's own device report their actual availability state directly to the contact center system.
Data Source
AI summary
Embodiments of the present invention are directed to a system and method for handling an interaction via an end user device. The end user device receives context data related to the interaction over a data channel, and displays the context data and a list of media channels available for handling the interaction. A user selection of one of the media channels in the list is received. The interaction is received over the selected media channel. Embodiments of the present invention are also directed to a system and method for handling an interaction via an end user device. An agent is identified as being logged-in, and in response, each of a plurality of media channels associated with the user is monitored for determining presence of the agent on each of the plurality of media channels.