Queueless Contact Center Bitmap Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Traditional contact centers rely on queues to manage work distribution, leading to suboptimal routing and increased administrative costs due to the need for frequent reassignment of agents across multiple queues, which becomes impractical as the number of queues grows, limiting efficiency gains.
Innovation Solution
A queueless contact center system that uses ultra-fast mapping through qualification, eligibility, and suitability determinations, employing bitmaps to optimize the assignment of work items to agents without pre-organizing them into specific buckets, allowing for one-to-one optimal matching and reducing the complexity and cost of managing large numbers of queues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If contact centers segment contacts into many different queues to improve efficiency, then work distribution efficiency is improved, but device complexity increases significantly due to the need to manage thousands of queues
Solution Approach 1:
The patent extracts the queue structure from the contact center system entirely, replacing it with a queueless architecture. Instead of organizing work items into thousands of segmented queues, the system uses a single pool where work items are routed directly to available agents based on real-time skill matching, eliminating the complexity of queue management while maintaining efficient work distribution
Solution Approach 2:
The patent creates a universal work item pool that handles all types of contacts without segmentation. A single data structure with bitmaps can represent multiple skill qualifications simultaneously, allowing the same infrastructure to handle diverse contact types (sales, service, technical support, etc.) without requiring separate queues for each category
2Measurement precision
If contact centers use skill-based queues with work item/resource pairs to achieve optimal routing, then routing precision is improved, but loss of time increases due to manual updates when agents gain new skills
Solution Approach 1:
The patent implements a dynamic system where agent skill qualifications are represented by bitmaps that can be updated in real-time. When an agent gains a new skill, the system dynamically updates the agent's bitmap representation and automatically re-evaluates routing decisions, eliminating the need for manual queue reassignment while maintaining precise skill-based routing
Solution Approach 2:
The system continuously monitors agent availability and skill qualifications, using feedback loops to automatically adjust work item routing. When an agent's skills change, the system receives feedback about the new qualification state and automatically recalculates optimal routing decisions, ensuring routing precision is maintained without manual intervention
3Ease of operation
If contact centers pre-organize work items and resources into specific queues to simplify management, then ease of operation is improved, but adaptability decreases when new segmentation criteria are needed
Solution Approach 1:
The patent uses bitmap data structures where each bit represents a specific skill or qualification parameter. By changing which bits are set in an agent's bitmap, the system can adapt to new segmentation criteria without restructuring the entire system. New skills are simply added as new bitmap positions, allowing easy adaptation while maintaining operational simplicity
Data Source
AI summary
A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.