Representative Profile Data Integration for Runtime Contact Center Routing
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Solution Overview
Problem
Conventional contact centers face difficulties in managing and analyzing representative profile data due to its storage in multiple disparate systems, requiring manual and automated steps for updates, and making it challenging to leverage this data for efficient contact center operations like queuing and management.
Innovation Solution
A representative data system integrates with external communication services and internal/external systems to provide a unified data store and interface for managing representative profiles, enabling seamless data retrieval and analysis during runtime operations using relational or graph-based data structures for advanced predictive modeling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If representative profile data is stored in multiple disparate systems (employee databases, HR systems, contact data stores, external communication service providers), then data from various sources can be collected, but data management and analysis becomes difficult and requires multiple points of contact
Solution Approach 1:
The patent implements a unified representative data store that consolidates representative profile data from multiple disparate systems including employee databases, HR systems, contact data stores, and external communication service providers into a single centralized location. This merging eliminates the need for multiple separate data access points and simplifies data management while maintaining comprehensive data coverage from all sources.
Solution Approach 2:
The unified representative data store acts as an intermediary layer between various data sources and contact center operations. It receives data from multiple external and internal systems, standardizes the data formats, and provides a consistent interface for data access, thereby mediating the complexity of integrating multiple data sources without requiring direct connections to each system.
2Quantity of substance
If representative profile data is stored in multiple disparate systems, then comprehensive data can be collected, but manual effort is required to update representative profiles when communication service providers change
Solution Approach 1:
The system establishes preliminary automated connections and synchronization mechanisms with external communication service providers before changes occur. When a communication service provider changes, the system proactively monitors and detects the change, then automatically updates the representative profiles in the unified data store without requiring manual intervention, thereby maintaining data completeness while eliminating update time delays.
Solution Approach 2:
The system implements automated feedback loops that continuously monitor external communication service providers and trigger updates to representative profiles when changes are detected. This feedback mechanism ensures that data completeness is maintained while automatically responding to provider changes, eliminating the need for manual profile updates.
3Quantity of substance
If representative profile data is stored in multiple disparate systems, then data from various sources can be accessed, but data analysis and leveraging for contact center operations becomes difficult
Solution Approach 1:
By merging data from multiple disparate sources into a unified representative data store, the system enables efficient data analysis and leveraging for contact center operations. The consolidated data structure allows for streamlined queries, unified analytics, and integrated decision-making processes, significantly improving data utilization efficiency while maintaining data availability from all sources.
Solution Approach 2:
The unified representative data store serves multiple functions simultaneously: it stores data from various sources, provides standardized data access, enables comprehensive analytics, and supports contact center operations. This multi-functionality eliminates the need for separate data access paths for different operations, thereby improving data utilization efficiency while maintaining broad data availability.
Data Source
AI summary
Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.