Multimodal Occupancy Score Calculation for Contact Center Agents
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Solution Overview
Problem
Current contact center systems are unable to accurately determine the occupancy of agents handling multiple simultaneous multimodal contacts, such as voice, chat, and email, leading to inefficient resource allocation and increased customer wait times.
Innovation Solution
A system and method that monitor and calculate a multimodal occupancy score for agents by determining the media capabilities and associated parameters of each contact, using modules to assess the demands and complexities of various media types, allowing for a more accurate measurement of agent workload across multiple contacts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional voice-only occupancy measurement is used, then occupancy calculation is simple, but it cannot accurately measure agent workload in multimodal contact centers
Solution Approach 1:
The patent segments the occupancy measurement by dividing it into base occupancy (from voice calls) and additional occupancy (from non-voice contacts). This segmentation allows the system to accurately measure multimodal workload while maintaining a structured calculation approach that doesn't overwhelm the system with complexity.
Solution Approach 2:
The patent introduces a parameter change by adding an 'additional occupancy' component to the traditional occupancy model. This parameter adjustment enables the system to account for non-voice contacts (email, chat, etc.) while building upon the existing voice-only occupancy framework, thereby improving measurement accuracy without completely redesigning the system.
2Productivity
If agents handle multiple simultaneous contacts, then customer wait time decreases, but occupancy measurement becomes difficult
Solution Approach 1:
The patent applies dynamics by making occupancy measurement capable of handling dynamic, simultaneous multimodal contacts. The system continuously monitors and updates occupancy levels as agents transition between different types of contacts, enabling accurate measurement even when agents are managing multiple contacts across different media simultaneously.
Solution Approach 2:
The patent creates a universal occupancy measurement system that works across multiple contact modalities (voice, email, chat, etc.). This multi-functional approach allows the same occupancy framework to accurately measure agent workload regardless of the contact type or combination of contacts, thereby supporting high productivity while maintaining measurement precision.
3Ease of operation
If all or nothing occupancy approach is used, then calculation is straightforward, but agent utilization efficiency decreases
Solution Approach 1:
The patent applies partial action by introducing a granular 'additional occupancy' metric that partially captures the workload from non-voice contacts. Instead of using an all-or-nothing approach, the system incrementally adds occupancy based on the specific non-voice contacts an agent is handling, thereby improving agent utilization efficiency while keeping the calculation manageable through a stepwise approach.
Data Source
AI summary
A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.