Omni Session Handling for Contact Center Agent Capacity
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Solution Overview
Problem
Current contact center systems restrict agents from handling other interactions while previewing digital contacts, leading to reduced capacity utilization and potential violations of service-level agreements, as agents are often dedicated to a single communication channel during preview periods, even if the interaction is not immediately pursued.
Innovation Solution
A computer-based method and system that allows agents to review digital previews of contacts concurrently with active interactions, enabling them to prioritize and manage their queue more efficiently by separating the preview experience from live interactions, using CRM data, machine learning, and AI to allocate interactions based on agent skills and preferences, and allowing flexible communication channel selection.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If agents are dedicated to reviewing digital previews of contacts before interactions, then the quality of contact preparation is improved, but agent capacity utilization deteriorates as they cannot handle other interactions during preview time
Solution Approach 1:
The system segments the interaction process into distinct phases: preview phase and execution phase. During the preview phase, agents can review contact information without being blocked from handling other interactions. The preview is separated from the actual interaction execution, allowing agents to maintain multiple active sessions simultaneously. This segmentation resolves the contradiction by allowing contact preparation to occur in the background while agents remain productive with other tasks.
Solution Approach 2:
The system performs preliminary actions by providing agents with advance notice and preview information about upcoming interactions before they are actually executed. Agents receive contact details, interaction type, and relevant information in advance, allowing them to mentally prepare without being technically blocked from other work. This preliminary information delivery maintains preparation quality while preserving agent availability for other interactions.
2Reliability
If agents are restricted from handling other interactions during digital preview, then focus on the upcoming contact is improved, but service-level agreement compliance deteriorates due to reduced availability for higher priority work
Solution Approach 1:
The system implements dynamic session management where agents can have multiple concurrent interactions across different communication channels. The system dynamically adjusts which interactions are active based on agent capacity, interaction priority, and channel type. This dynamic approach allows agents to maintain focus on specific interactions when needed while remaining available for higher priority work, resolving the contradiction between focus quality and availability.
Solution Approach 2:
The contact center system acts as an intermediary that manages the complexity of multiple concurrent interactions. It provides agents with structured preview information and manages the queue of interactions, allowing agents to maintain focus without being completely blocked from other work. The system mediates between the need for focus and the need for availability by intelligently managing interaction routing and agent capacity.
3Reliability
If agents review contact previews before interactions, then interaction effectiveness is improved, but agent idle time increases when previews end with decisions to handle interactions later
Solution Approach 1:
The system ensures continuity of useful action by allowing agents to immediately transition from previewing one interaction to handling another interaction or reviewing the next preview. Instead of creating idle time after a preview decision, the system continuously provides new interaction opportunities and maintains agent productivity. This eliminates wasted time by ensuring agents are always engaged in valuable work, whether reviewing previews or executing interactions.
Solution Approach 2:
The system enables agents to self-manage their preview queues and interaction priorities. Agents can review previews at their own pace, make decisions about when to execute interactions, and automatically move to the next available task. This self-service approach eliminates idle time by allowing agents to continuously manage their own workload without waiting for system-directed tasks, maintaining interaction effectiveness while preserving productivity.
Data Source
AI summary
A computerized-method for operating an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements, to maximize capacity of an agent in a contact center by omni session handling, is provided herein. The computerized-method may retrieve one or more interactions from a Customer-Relations-Management database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions to an agent or to a team of agents and then present the agent with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.