Remote Call Queue Reordering for Off-Premises Representatives
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Call centers face challenges in effectively managing held calls for off-premises representatives, as they have limited options for processing calls and may not have access to the same information as on-premises representatives, leading to inefficient call handling.
Innovation Solution
A telecommunications terminal that displays information about queued calls, allowing off-premises representatives to reorder calls based on characteristics like urgency and take actions such as transferring or playing messages, with the ability to specify automatic call disposition based on subject matter expertise.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If calls are queued for off-premises representatives, then call traffic can be managed centrally, but the representative has limited options for processing calls effectively
Solution Approach 1:
The system provides dynamic call queue reordering capability where off-premises representatives can change the priority of queued calls based on real-time needs. The graphical interface allows drag-and-drop manipulation of call items to reorder them according to urgency or importance, transforming a static queue into a dynamically adjustable structure that adapts to the representative's immediate requirements.
Solution Approach 2:
The patent introduces an intermediary graphical user interface layer between the central call center system and the off-premises representative. This interface receives call information from the data-processing system, displays it in an organized manner, and enables the representative to modify call priorities before they are processed by the underlying telecommunication infrastructure.
2Adaptability or versatility
If calls are assigned based on on-premises representative decisions, then centralized control is maintained, but off-premises representatives may not have reasonable call assignment preferences
Solution Approach 1:
The system allows different call assignment and prioritization strategies at different locations. On-premises representatives maintain centralized control for initial call routing, while off-premises representatives gain local control over call queue ordering based on their specific situational requirements. Each location can apply its own prioritization logic without affecting the overall system architecture.
3Ease of operation
If off-premises representatives have full call control, then call handling flexibility improves, but system complexity and information access disparities increase
Solution Approach 1:
The patent extracts only the essential call management functionality needed by off-premises representatives from the full call center system. The graphical interface presents a simplified view that includes call information display, priority reordering through drag-and-drop, and call disposition options, while filtering out unnecessary system complexity and providing access to only the information and controls relevant to the representative's role.
Data Source
AI summary
A telecommunications terminal is disclosed that is capable of displaying information about calls that are on hold or queued for delivery at a data-processing system, wherein the calls are to be delivered the terminal itself. The terminal displays characteristics of each call, such as: (i) the caller's name, (ii) the calling number, (iii) the subject of the call, (iv) the urgency of the call, (v) the holding time of the call, and (vi) a telecommunications address of a messaging resource (such as email) associated with the call. The user (e.g., an off-premises representative, etc.) of the telecommunications terminal in the illustrative embodiment, in contrast with some terminals in the prior art, has the ability to remotely reorder or otherwise dispose the calls based on one or more of the call characteristics.