Performance Focus Manager for Customer Support Workflow Automation

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Solution Overview

Problem

In customer support environments, existing systems lack the ability to effectively measure the impact of shifting performance focus on resource assignment, leading to inefficiencies in communication processing and performance metric management.

Innovation Solution

A method and system that assign performance scores to human support resources across multiple categories, allowing for the optimization of communication processing by shifting focus areas, with a performance focus manager selecting resources based on performance scores and recording feedback metrics to assess the impact of these shifts within predetermined tolerances.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If work is assigned to resources based on resource availability and technical training, then resources can be matched to appropriate tasks, but the system lacks the ability to measure and optimize the impact of shifting performance focus on communication processing

Engineering Contradiction:

Improvecommunication processing efficiencyVSAvoidperformance metric impact data

Core Design Contradiction:

ProductivityVSLoss of information

Solution Approach 1:

The system implements feedback mechanisms by recording feedback metrics for each communication processed by resources. These metrics capture performance data that is fed back into the system to measure the impact of shifting performance focus. The feedback loop enables continuous optimization by comparing actual performance outcomes against expected outcomes when resources are assigned based on different performance categories.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The system introduces an intermediary performance focus manager that sits between the resource assignment mechanism and the performance measurement system. This intermediary component translates resource assignments based on performance focus into measurable outcomes, enabling the system to capture and analyze the impact of shifting performance focus on communication processing efficiency.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Adaptability or versatility

If resources are assigned based on multiple performance categories, then resource utilization can be optimized, but it becomes difficult to measure the specific impact of shifting focus between different performance areas

Engineering Contradiction:

Improveperformance focus flexibilityVSAvoidperformance metric impact measurement

Core Design Contradiction:

Adaptability or versatilityVSMeasurement precision

Solution Approach 1:

The system segments performance measurement into distinct categories by recording feedback metrics specific to each performance area. When resources are assigned based on a particular performance focus, the system captures metrics related to that specific category, enabling precise measurement of the impact of shifting focus between different performance areas without conflating different types of performance data.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system dynamically changes measurement parameters based on the current performance focus. When the performance focus shifts from one category to another, the system adjusts which metrics are recorded and how they are weighted, enabling precise measurement of the impact of each focus shift while maintaining adaptability across multiple performance categories.

Inventive Principle:

Principle #35Parameter changes

3Measurement precision

If the system tracks detailed feedback metrics for every communication, then performance impact can be measured accurately, but system complexity and data processing requirements increase

Engineering Contradiction:

Improveperformance metric accuracyVSAvoidsystem architecture complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

The system extracts only the essential feedback metrics needed to measure performance focus impact, rather than tracking all possible communication attributes. By identifying and extracting the specific metrics that directly relate to performance category outcomes, the system maintains measurement precision while reducing data volume and processing complexity.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The system implements partial tracking of feedback metrics by focusing on the subset of metrics that are most relevant to measuring performance focus impact. Rather than comprehensively tracking every aspect of communication processing, the system captures the essential performance indicators needed to evaluate the effect of shifting performance focus, balancing measurement accuracy with system simplicity.

Inventive Principle:

Principle #16Partial or excessive action

Data Source

PatentUS10565539B2Applying area of focus to workflow automation and measuring impact of shifting focus on metrics

Publication Date: 2020.02.18 KYNDRYL INC

AI summary

Approaches presented herein enable measuring an impact on performance metrics of shifting a performance focus based on an assignment of communications to a resource based on a performance area in a customer support environment. Specifically, resources, each with several performance area attributes, are assigned performance scores. A performance focus manager selects a shifting performance area of focus and assigns communications to the resources based on the selected performance area. A history manager maintains a set of feedback performance metrics in a selected performance category, including a subset of metrics establishing a baseline for the category. The feedback performance metrics may be queried to determine how a shift in performance focus impacts a performance category and if the performance metrics of the category are within a tolerance.