Queueless Contact Center Work Assignment Engine
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Solution Overview
Problem
Traditional contact center queuing systems lead to suboptimal work distribution, requiring numerous queues that are complex and costly to manage, limiting efficiency gains due to the impracticality of managing tens of thousands of queues.
Innovation Solution
A queueless contact center system using ultra-fast mapping through qualification, eligibility, and suitability determinations, facilitated by bitmaps and pools, to optimize work item and agent matching without pre-defined queues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional queuing systems are used to distribute work, then work distribution efficiency is improved, but device complexity and management cost increase significantly
Solution Approach 1:
The patent extracts and eliminates the queue component from the traditional work distribution system. Instead of using queues to manage work items, the invention uses a direct matching mechanism between work items and agents based on skills and attributes, thereby reducing system complexity while maintaining distribution efficiency
Solution Approach 2:
The patent replaces the mechanical queue-based routing system with an intelligent matching system that uses attribute comparison and skill-based assignment. This substitution eliminates the need for manual queue management and reduces operational complexity
2Measurement precision
If numerous queues are created to segment contacts by service, language, media type, region, and customer type, then work distribution precision is improved, but ease of operation deteriorates due to manual configuration and monitoring requirements
Solution Approach 1:
The system performs self-service by automatically matching work items to agents based on their attributes and skills. The work assignment engine autonomously determines the best agent match without requiring manual queue configuration or monitoring, thereby maintaining precision while improving ease of operation
Solution Approach 2:
The patent changes the fundamental parameters of the system from queue-based routing to attribute-based matching. Instead of routing through multiple queues, the system directly matches work items to agents based on their skills, language, and other attributes, eliminating manual operations while maintaining distribution precision
3Adaptability or versatility
If agents are assigned to multiple queues simultaneously to accommodate new skills, then adaptability is improved, but device complexity increases due to need to update agent skills in all relevant queues
Solution Approach 1:
The patent implements a universal matching mechanism that handles multiple skill types and agent attributes through a single unified system. The work assignment engine can match agents to work items based on any combination of skills and attributes without requiring separate queue updates, thereby improving adaptability while reducing complexity
Solution Approach 2:
The system replaces the mechanical process of updating agent skills in multiple queues with an intelligent attribute-based matching mechanism. When an agent acquires new skills, the system automatically detects this and adjusts the matching process accordingly, eliminating manual updates and reducing operational complexity
Data Source
AI summary
A 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, define, in real-time, qualifier set combinations for work items. Thus, the contact center can create a dictionary of combinations of work item attributes that may be defined as work items are introduced to the system. The definition of the combinations allows for large qualifier sets without the large expenditure of resources to define all possible combinations of attributes for the contact center.