Ticket-Agent Matching and Skill Development
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Solution Overview
Problem
Current systems face challenges in determining optimal matches between service requests and agents within a team, and in developing agent skillsets to efficiently resolve service requests, particularly when agents have unsatisfactory skill scores for specific skills.
Innovation Solution
A computer-implemented system that uses ticket profiles and agent profiles to determine optimal ticket-agent pairs and reconfigures matches to develop agent skillsets by assigning tickets to agents with unsatisfactory skill scores, optimizing resource utilization and improving overall performance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If tickets are assigned to agents based on current skill scores, then service quality is maintained, but agent skill development is limited
Solution Approach 1:
The ticket assignment system dynamically adjusts agent assignments based on whether the goal is to maintain service quality or develop skills. The system switches between static assignment (based on current skills) and dynamic assignment (rotating tickets to agents with lower skill scores in specific areas) to balance reliability and adaptability.
Solution Approach 2:
The system changes the assignment parameters by introducing skill development weightings that modify how tickets are distributed. Instead of purely assigning based on current skill scores, the system adjusts parameters to favor agents with lower scores in specific skill areas, thereby promoting skill development while maintaining acceptable service quality.
2Adaptability or versatility
If tickets are reassigned to agents with unsatisfactory skill scores, then agent skillset development is improved, but initial service efficiency decreases
Solution Approach 1:
The system applies partial reassignment by selecting only specific tickets for skill development purposes rather than all tickets. It identifies particular skill gaps and assigns only those relevant tickets to agents needing development in those areas, while leaving other tickets to agents with appropriate skills, thus maintaining overall service efficiency.
Solution Approach 2:
The system implements a feedback loop where ticket resolution outcomes are evaluated and used to update agent skill profiles. This feedback mechanism allows the system to learn from each assignment and progressively improve assignments, balancing skill development with service efficiency as agents improve their competencies over time.
3Ease of operation
If a fixed ticket-agent assignment system is used, then operational simplicity is maintained, but resource optimization is reduced
Solution Approach 1:
The system implements self-service through automated skill assessment and ticket routing. The system automatically evaluates agent skills, determines optimal assignments based on current needs and development goals, and manages the reassignment process without manual intervention, thereby maintaining operational simplicity while achieving resource optimization.
Solution Approach 2:
The system performs preliminary actions by pre-assessing agent skill profiles and pre-identifying optimal ticket assignments before tickets are actually assigned. This advance preparation allows the system to make informed decisions that optimize resource allocation while keeping the actual assignment process simple and automated.
Data Source
AI summary
Embodiments are provided for ticket-agent matching and agent skillset development. In some embodiments, a system includes a processor that executes computer-executable components stored in memory. The computer-executable components can include a matching component that determines, using a ticket profile and a space of agent profiles, a ticket-agent pair including a ticket identifier of a service request and an agent identifier of a particular agent within a pool of agents. The computer-executable components also can include a rematching component that assigns a second agent identifier to the service request to develop a skillset of a second particular agent within the pool of agents, the second agent identifier being associated with an unsatisfactory skill score for a defined skill to resolve the service request.