Automated Quality Management System Deployment via Routing Data
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Solution Overview
Problem
The initial deployment and configuration of contact center quality management (QM) applications are time-consuming, requiring manual setup of users and configuration of queues, teams, and quality forms, which burdens administrators with significant data collection and input tasks.
Innovation Solution
A system that allows for quick deployment of QM applications by interfacing with contact center routing systems to import data on agents, queues, teams, and other relevant information, enabling automatic configuration of evaluation frequencies, coaching frequencies, and quality forms based on imported data.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual setup and configuration is used for QM application deployment, then customization and control are improved, but deployment time and administrative effort increase significantly
Solution Approach 1:
The system performs self-service by automatically importing data from the contact center routing system and configuring QM application parameters without requiring manual administrator input. The application autonomously retrieves agent, queue, team, and skill data, then uses workflows to determine evaluation frequencies, coaching frequencies, and quality forms based on the imported data.
Solution Approach 2:
The contact center routing system pre-prepares all necessary data (agents, queues, teams, skills, presence data) before the QM application deployment. This preliminary data preparation eliminates the need for administrators to collect and input information manually during the configuration phase, significantly reducing deployment time.
2Productivity
If automatic configuration workflows are used, then deployment time is reduced, but system complexity increases
Solution Approach 1:
The patent introduces an intermediary layer of automated workflows that mediate between the imported contact center data and the QM application configuration. These workflows act as intelligent intermediaries that automatically determine evaluation frequencies, coaching frequencies, and quality forms based on the imported data, reducing the need for complex manual configuration while maintaining system sophistication.
3Manufacturing precision
If comprehensive data import from contact center routing system is implemented, then configuration accuracy is improved, but data integration complexity increases
Solution Approach 1:
The patent merges the QM application data structure with the existing contact center routing system data structure. By combining these systems and allowing the QM application to directly import and utilize the routing system's existing data on agents, queues, teams, and skills, the patent achieves high configuration accuracy while minimizing integration complexity through unified data access.
Data Source
AI summary
A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.