Mobility-Based Profile Selection for Call Routing
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Solution Overview
Problem
Contact centers and voicemail systems face challenges in routing calls and providing services to mobile agents and subscribers effectively, as mobility affects service quality and user experience, with existing systems failing to adapt dynamically to the motion status of agents and subscribers.
Innovation Solution
The system uses mobility information, such as GPS and accelerometer data, to classify agents and subscribers as stationary or moving, thereby selecting appropriate profiles for call routing and voicemail options, prioritizing stationary agents for calls and offering voice-driven interfaces or TTS conversion based on mobility status.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If mobile agents are used to increase flexibility and mobility, then agent mobility and versatility are improved, but call routing reliability and service quality deteriorate because moving agents are less reliable for handling calls
Solution Approach 1:
The system dynamically adjusts agent availability status based on real-time mobility information. Agents transition between available and unavailable states automatically as their mobility status changes, allowing the system to adapt to mobile work patterns while maintaining call routing reliability by excluding moving agents from call assignments.
Solution Approach 2:
The system continuously monitors agent mobility status through location data and movement detection, then feeds this information back to the call routing system. This feedback loop enables real-time adjustments to agent availability, ensuring that only stationary agents are routed calls, thus maintaining high service quality while allowing agent mobility.
2Reliability
If traditional stationary agents are used, then call routing reliability is maintained, but agent mobility and flexibility are lost
Solution Approach 1:
The system transforms the static agent availability model into a dynamic one by continuously monitoring mobility status. Agents can move freely but are automatically classified as available or unavailable based on their movement state, combining the flexibility of mobile work with the reliability of traditional routing.
Solution Approach 2:
Agents automatically update their availability status through the system's mobility monitoring without manual intervention. The system self-adjusts routing configurations based on detected mobility patterns, eliminating the need for agents to manually report their availability while maintaining routing reliability.
3Device complexity
If voicemail systems use standard interfaces, then system simplicity is maintained, but user experience deteriorates for mobile subscribers who need mobile-optimized interfaces
Solution Approach 1:
The system provides different interface configurations based on the user's mobility status. Stationary users receive the standard comprehensive interface, while mobile users automatically receive a simplified mobile-optimized interface with essential functions only, tailoring the user experience to their current context without complicating the overall system.
Solution Approach 2:
The voicemail interface dynamically adapts its complexity based on real-time mobility detection. The system transitions between standard and mobile-optimized interface modes automatically as users move between stationary and mobile states, providing appropriate functionality without requiring users to manually switch modes.
4Ease of operation
If the system monitors mobility information continuously, then service quality is improved through accurate agent classification, but system complexity and processing requirements increase
Solution Approach 1:
The system combines mobility monitoring with existing agent availability management in a unified framework. The same infrastructure that tracks agent location and status for scheduling purposes is also used for call routing decisions, eliminating duplicate systems and reducing overall complexity while improving service quality.
Solution Approach 2:
The mobility information collection and processing system serves multiple functions simultaneously: it enables call routing decisions, updates agent availability status, provides location-based services, and optimizes voicemail interface selection. This multi-functional approach reduces the need for separate specialized systems, lowering overall system complexity.
Data Source
AI summary
In one embodiment, a method includes obtaining mobility information associated with a remote device. The mobility information indicates whether the remote device is approximately stationary. The remote device interacts with a server. The method also includes determining if the mobility information indicates that the remote device is approximately stationary, and selecting a first profile of a plurality of profiles if the remote device is approximately stationary. If the remote device is not approximately stationary, a second profiled of the plurality of profiles is selected.