Multi-Attribute Agent Routing for Contact Center Efficiency
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Solution Overview
Problem
Existing contact center queue systems lead to inefficient agent resource utilization, long wait times, and inability to assign the best agents to critical calls due to reliance on single skills and manual reassignment processes, which do not account for complex customer needs.
Innovation Solution
Assigning agents multiple attributes such as skills, languages, and proficiency levels, allowing administrators to create rules for routing communications based on customer categories, dynamically selecting agents who meet these criteria, and relaxing rules to find suitable agents if needed.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If queues are used to route calls based on single skills, then calls can be routed to agents with matching expertise, but agent resources are used inefficiently and wait times increase when all agents in a queue are occupied
Solution Approach 1:
Agents are assigned multiple skills and attributes instead of being confined to a single queue. An agent can handle calls across multiple queues based on their skill set, transforming them from single-function to multi-function resources. This allows free agents in one queue (e.g., accounting) to handle calls in another queue (e.g., technical support) when needed, improving overall resource utilization while maintaining routing accuracy through skill-based matching.
Solution Approach 2:
The system dynamically assigns agents to calls based on real-time queue status and agent availability rather than static queue assignments. When all agents in a queue are occupied, the system dynamically routes calls to agents in other queues who have the required skills, enabling flexible resource allocation that adapts to changing conditions and reduces wait times.
2Adaptability or versatility
If manual reassignment of agents between queues is implemented, then agents can be moved to handle calls in different queues, but the process requires administrator intervention and increases operational complexity
Solution Approach 1:
The system automatically performs agent reassignment between queues without requiring administrator intervention. The intelligent call routing system monitors agent availability and skill matches across all queues, and autonomously routes calls to the most appropriate available agent, eliminating the need for manual queue management while maintaining high agent flexibility.
Solution Approach 2:
The system continuously monitors call queue status, agent availability, and skill matches, using this feedback to dynamically route calls. When calls accumulate in a queue, the system receives feedback about the backlog and automatically redistributes calls to agents in other queues who can handle them, creating a self-regulating system that adapts to changing conditions without manual intervention.
3Productivity
If first come first service basis is used for queue assignment, then calls are routed quickly to any available agent, but the best agents are not necessarily assigned to important or complex calls
Solution Approach 1:
The system applies different matching criteria to different call types and customer categories. For routine calls, basic skill matching suffices, but for complex or VIP calls, the system applies more stringent matching criteria that consider advanced skills, language proficiencies, and agent performance metrics. This localized quality approach ensures that call routing speed is maintained for simple cases while achieving high match quality for important calls.
Solution Approach 2:
The system changes the matching parameters based on call characteristics and customer category. For standard calls, the system uses basic skill presence as the matching parameter, but for complex or VIP calls, it adjusts the parameters to require specific skill combinations, higher proficiency levels, or additional attributes like language skills. This dynamic parameter adjustment allows the system to optimize both speed and match quality according to call priorities.
4Device complexity
If agents are assigned to queues based on single skills, then queue management is simple, but agents cannot handle calls requiring multiple skills such as language and domain expertise
Solution Approach 1:
The system adds multiple dimensions to agent classification beyond single-skill queues. Instead of organizing agents in one-dimensional skill-based queues, the system creates a multi-dimensional skill profile for each agent that includes domain expertise, language proficiencies, and other attributes. This allows the system to match calls requiring multiple skills by evaluating agents across multiple dimensions simultaneously, enabling complex skill matching while maintaining manageable system complexity through standardized attribute frameworks.
Data Source
AI summary
In one embodiment, agents are each assigned a plurality of attributes based on their skills. Each attribute may be associated with a skill such as accounting, technical support, language, etc. In addition, some attributes may have an associated score or proficiency level that describes how proficient the agent is with respect to the attribute. Administrators may then create rules to route communications to agents based on the associated attributes and a customer category that is assigned to the communications.