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 capacities.
Innovation Solution
A multi-dimensional presence model is employed to manage routing by defining agent availability and capacity using multiple model states, including availability, occupancy, activity, device, and channel states, allowing for effective omni-channel interactions and capacity management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a simplistic agent availability model is used for routing, then the system is easier to operate and implement, but the routing accuracy and efficiency deteriorates
Solution Approach 1:
The patent transitions from a single-dimension availability model to a multi-dimensional presence model that incorporates availability, occupancy, activity, device, and channel states. This dimensional expansion enables more precise agent capacity assessment across diverse interaction channels while maintaining system operability through structured state transitions and configurable parameters.
2Measurement precision
If multiple model states are used to define agent capacity, then the routing precision improves, but the device complexity increases
Solution Approach 1:
The patent segments agent capacity assessment into five distinct model states (availability, occupancy, activity, device, channel), each handling a specific aspect of agent capability. This segmentation reduces overall system complexity by creating modular, independently manageable components while achieving comprehensive precision through their integration.
Solution Approach 2:
The multi-dimensional presence model serves multiple functions simultaneously: it tracks agent availability, monitors occupancy levels, manages activity states, controls device capacity, and regulates channel interactions. This multi-functionality consolidates what would otherwise require separate systems into a unified framework, managing complexity while enhancing precision.
3Adaptability or versatility
If omni-channel interactions are supported, then the system versatility improves, but the difficulty of detecting and measuring agent capacity increases
Solution Approach 1:
The patent introduces a presence model as an intermediary layer between diverse communication channels and agent capacity management. This intermediary standardizes and simplifies the detection and measurement of agent capacity across multiple channels by translating various interaction types into unified state transitions, making omni-channel support manageable without overwhelming complexity.
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.