Multi-Day Shift Trade Automation in Contact Centers
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing digital scheduling systems are inefficient for handling multi-day shift trades in contact centers, as they require agents to initiate and manage requests for each day separately, leading to time-consuming processes and overhead.
Innovation Solution
A computer-implemented method for digital scheduling that allows agents to initiate multi-day trade requests, identifies suitable target agents based on preferences, and automatically approves and adjusts schedules if the request meets predefined criteria, reducing the need for manual intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If agents initiate and manage separate requests for each day of shift trade, then the system maintains detailed control over each trade, but the process becomes time-consuming and creates overhead
Solution Approach 1:
The patent combines multiple single-day trade requests into a single multi-day trade request. The system identifies a set of target agents associated with corresponding shift parameters that satisfy preferences of a multi-day trade request, then sends the consolidated request to selected target agents. This merging approach maintains control accuracy while significantly reducing processing time and overhead compared to handling each day separately.
2Reliability
If the system requires individual acceptance and approval for each day's trade request, then supervisory control is maintained, but the approval process becomes complicated and slows down the trading process
Solution Approach 1:
The patent implements automatic approval functionality where the system autonomously evaluates multi-day trade requests against predefined criteria and approves them without requiring individual supervisory intervention for each day. The system checks whether the multi-day trade request satisfies approval criteria, and if so, automatically approves the request and adjusts schedules accordingly. This self-service mechanism maintains control through automated validation while dramatically simplifying the approval process.
3Measurement precision
If agents must repeatedly initiate, match, and submit requests to multiple target agents for each day, then comprehensive matching is achieved, but the process creates significant overhead
Solution Approach 1:
The patent merges multiple separate request submissions into a single multi-day trade request that is sent to a subset of identified target agents. The system identifies target agents whose shift parameters satisfy the multi-day trade request preferences, then the source agent selects target agents for the consolidated request. This approach achieves comprehensive matching across multiple days while reducing process complexity and overhead compared to submitting separate requests for each day.
Solution Approach 2:
The patent segments the multi-day trade request into a structured format with specific preferences for each day, allowing the system to evaluate and process each day's requirements independently within the consolidated request. The request includes date range preferences, time range preferences, and same-day trade preferences, enabling precise matching while maintaining overall process efficiency.
Data Source
AI summary
Methods and systems for digital scheduling include, using a processor: identifying a set of target agents associated with a corresponding set of shift parameters that satisfy a set of preferences of a multi-day trade request initiated by a source agent; sending the multi-day trade request to a sub-set of the identified target agents selected by the source agent; and if a first target agent of the sub-set accepts the multi-day trade request, and if the multi-day trade request satisfies a pre-defined set of approval criteria, then automatically approving the multi-day trade request between the source agent and said first target agent, and automatically adjusting a schedule of the source agent and the first target agent to reflect the approved multi-day trade request; else: automatically rejecting the multi-day trade request.