Multi-dimensional presence model for contact center routing
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Solution Overview
Problem
Modern contact centers face challenges in efficiently routing customer requests across various communication channels due to simplistic agent availability models that fail to account for multi-dimensional states such as occupancy, activity, device, and channel capabilities.
Innovation Solution
A multi-dimensional presence model is employed to manage interaction requests by defining agent availability and capacity through multiple model states, including availability, occupancy, activity, device, and channel states, enabling effective routing across omni-channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a simple agent availability model is used for routing, then the routing system is easy to implement and operate, but it fails to account for multi-dimensional states such as occupancy, activity, device, and channel capabilities, leading to inefficient routing
Solution Approach 1:
The patent transforms the traditional single-dimension agent availability model into a multi-dimensional presence model that incorporates availability, occupancy, activity, device, and channel states. This dimensional expansion enables the routing engine to make more informed decisions by considering multiple aspects of agent capacity simultaneously, thereby improving routing efficiency without sacrificing operational simplicity through automated multi-dimensional assessment.
Solution Approach 2:
The presence model dynamically adjusts agent capacity assessment by evaluating multiple changing states (availability, occupancy, activity, device, channel) in real-time. Rather than relying on a static availability status, the system continuously monitors and reassesses agent capacity across multiple dimensions, enabling adaptive routing decisions that reflect current agent capabilities and workload conditions.
2Adaptability or versatility
If multiple communication channels are supported for omni-channel interaction, then customer service capability is improved, but the complexity of managing agent capacity and routing increases
Solution Approach 1:
The presence model serves as a universal framework that handles multiple communication channels (voice, video, chat, social media) through a unified multi-dimensional assessment approach. By creating a single model that evaluates agent capacity across all channels simultaneously, the system provides omni-channel versatility without requiring separate management mechanisms for each channel, thereby reducing overall complexity.
Solution Approach 2:
The patent merges the management of multiple communication channels into a single integrated presence model that assesses agent capacity across voice, video, chat, and social media channels simultaneously. By combining channel-specific capacity assessments into one unified model, the system achieves omni-channel functionality while simplifying management through centralized multi-dimensional evaluation rather than separate channel-specific management systems.
3Measurement precision
If agent capacity is assessed using multiple model states (availability, occupancy, activity, device, channel), then routing accuracy is improved, but the computational complexity and data processing requirements increase
Solution Approach 1:
The complex multi-dimensional assessment is segmented into distinct evaluable states (availability, occupancy, activity, device, channel), where each state represents a specific aspect of agent capacity. This segmentation allows the routing engine to process and evaluate each dimension independently and then integrate the results, improving assessment accuracy while managing computational complexity through modular evaluation of discrete capacity aspects.
Data Source
AI summary
A system is provided that employs a multi-dimensional presence model to manage routing of interaction requests from customers to available agents over available omni-channels in contact center(s). The multi-dimensional presence model employs multiple model states that define availability and capacity for a given agent or class of agents, including, but not limited to, an availability state of the agent, as well as occupancy, activity, device, and channel states to which a routing engine in the contact center can effectively route requested interactions of a customer with an agent. A capacity manager is also disclosed that can be used to facilitate the configuring of the multi-dimensional presence model for a given agent or class of agents.