Vertical Stack Queuing for Contact Center Routing
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Solution Overview
Problem
Current contact center systems lack the ability to distinguish between agent groups within a contact queue pool, making it difficult to direct customers back to the initial group and track performance metrics effectively, leading to inefficiencies and reduced customer satisfaction.
Innovation Solution
Implementing a vertical stack queuing system where incoming requests are routed through multiple levels of contact queue pools, each with distinct agent groups, based on wait times and operational business logic, allowing for dynamic expansion of agent pools and tracking of performance metrics on a per-group basis.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If a single layer of contact queue pool is made available to customers, then the system structure is simple, but it becomes difficult to distinguish groups of agent pools and track performance metrics
Solution Approach 1:
The patent divides the contact queue pool into multiple hierarchical levels (first level, second level, third level), where each level contains distinct groups of agents. This segmentation allows the system to maintain structural organization while enabling precise tracking of performance metrics at each level and group, resolving the contradiction between system simplicity and measurement precision.
2Productivity
If multiple groups of agents are added to assist customers, then service capacity increases, but it becomes difficult to identify the agent group that answered the call
Solution Approach 1:
The patent implements a nested hierarchical structure where agent groups are organized within levels, and levels are nested within the overall contact queue pool. Each agent group is assigned to a specific level, creating a nested organization (agents → groups → levels → pool) that preserves identification information while expanding service capacity. The system tracks which level and group served each customer request, preventing information loss.
3Adaptability or versatility
If agent groups are made non-distinct, then routing flexibility increases, but customers cannot be directed back to the initial agent group
Solution Approach 1:
The patent adds a hierarchical dimension to the routing system by organizing agents into multiple levels. This dimensional change allows the system to maintain routing flexibility within each level while providing a structured path for customer redirection. Customers can be directed back to their initial agent group by tracking the level and group identifiers, enabling easy re-routing without losing the original group information.
Data Source
AI summary
Techniques are described herein for routing customer support requests via a vertical stack queue. The techniques may include receiving a request for customer support from a user device and identifying a group of agents available to serve the request. The group is associated with a stack queue, and the request is routed to a first level of contact queue pool that includes the group. Upon determining whether a wait time associated the stack queue at the first level of contact queue pool exceeds a predetermined threshold, an additional group of agents to serve the request is identified in addition to the group of the plurality of groups of agents. The group and an additional group of agents are distinct from each other. Upon identifying the additional group, the request is routed to a second level of contact queue pool that includes the additional group of agents.