Multimedia Contact Routing Server for Call Center Task Assignment
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Solution Overview
Problem
Companies face high costs and inefficiencies in managing customer service operations, particularly in call centers, where human agents are expensive and inefficiently utilized to handle customer inquiries across various communication channels.
Innovation Solution
A system and method for processing and assigning tasks in call centers that includes a call center server, agent workstations, and a multimedia contact routing server, which route real-time and non-real-time tasks to agents based on their skill sets and availability, using a database to identify suitable agents and generate assignment information for task distribution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human customer service agents are employed to handle customer inquiries, then customer service quality is improved, but operational costs increase
Solution Approach 1:
The system enables self-service through automated task routing and agent self-provisioning. Agents can independently view their profiles, check availability, and receive task assignments without manual intervention, while the system automatically matches tasks to appropriate agents based on skills and availability, reducing the need for expensive manual routing operations.
Solution Approach 2:
The patent introduces an automated task routing system as an intermediary between incoming tasks and human agents. This intermediary uses database queries to identify suitable agents based on task requirements and agent profiles, eliminating the need for manual task distribution while maintaining service quality.
2Productivity
If more human agents are hired to handle increased customer inquiries, then service capacity is improved, but operational costs increase
Solution Approach 1:
The system creates universal agent profiles that can handle multiple task types based on documented skills. A single agent can be assigned to different tasks (technical support, billing, sales) depending on real-time availability and skill matching, maximizing the productivity of existing agents without requiring additional hiring.
Solution Approach 2:
The task routing system dynamically adjusts agent assignments based on real-time availability and task requirements. The system continuously queries agent status and reassigns tasks as agents become available or unavailable, optimizing service capacity utilization without requiring static overstaffing.
3Device complexity
If manual task distribution methods are used, then system complexity is reduced, but task assignment efficiency deteriorates
Solution Approach 1:
The system segments the task routing process into distinct modular components: task reception, database querying for agent identification, availability checking, and task assignment. Each module performs a specific function, making the overall complex system manageable while maintaining high assignment efficiency through automated workflows.
Solution Approach 2:
The system implements feedback loops where agent task completion status is continuously monitored and fed back into the routing system. This feedback enables automatic reassignment of new tasks to agents who have just completed previous tasks, significantly improving task assignment efficiency without requiring complex manual coordination.
4Productivity
If automated task routing systems are implemented, then task assignment efficiency is improved, but system complexity increases
Solution Approach 1:
The system uses database copies and profiles to represent agents, their skills, and availability status. Instead of directly managing complex agent information, the system queries standardized database records, simplifying the implementation and maintenance of the automated routing logic while maintaining high assignment efficiency.
Data Source
AI summary
A system and method may include processing a task assignment request comprising a task type corresponding to a task and querying a database based on the task assignment request and on the task type to identify an agent profile and agent status information for the identified agent profile, the agent profile comprising identification information to identify an agent workstation. The system and method may further include determining whether to generate assignment information for assigning the task to the agent workstation based on the agent status information.