Workforce Management Data Tracking for Contact Centers
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Solution Overview
Problem
Contact centers face challenges in workforce management due to the increased complexity and variety of customer interactions across multiple communication channels, making it difficult to accurately track and manage staffing levels, as existing systems often duplicate count work and fail to provide a comprehensive view of the volume of work being handled.
Innovation Solution
A system and method for tracking and generating data for workforce management that identifies and tags contact items within conversations across various channels, allowing for the tracking of agent activity periods and sending this data to a workforce management system, thereby providing accurate, non-duplicated insights into work volume and enabling better staffing decisions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If contact centers handle multiple communication channels with various contact types, then customer service flexibility and coverage are improved, but workforce management complexity and difficulty in tracking work volume increase
Solution Approach 1:
The patent segments work tracking by dividing conversations into discrete contact items, each tagged with contact type and channel type. This segmentation allows the system to track agent activity across multiple communication channels (phone, email, chat, SMS) independently, providing granular visibility into work volume without overwhelming complexity in the workforce management system.
2Loss of information
If existing workforce management systems track work across multiple channels, then comprehensive work volume data is improved, but data duplication and inaccurate tracking occur
Solution Approach 1:
The patent implements feedback mechanisms where the contact center system continuously reports tracked work data to the workforce management system. Each contact item is tagged with metadata (contact type, channel type, agent ID, timestamps), and this structured feedback enables the workforce management system to receive accurate, non-duplicated work volume data while maintaining precise tracking across all communication channels.
3Productivity
If agents handle multiple contacts simultaneously across different channels, then productivity is improved, but difficulty in determining accurate staffing levels increases
Solution Approach 1:
The patent employs dynamic tracking that monitors agent activity in real-time across multiple channels. The system tracks periods of agent activity dynamically, updating workforce management systems with current workload information. This dynamic approach allows accurate determination of staffing levels by reflecting actual agent availability and workload fluctuations, enabling optimized staffing decisions that match real-time productivity demands.
Data Source
AI summary
A method and related system provide for data tracking and generation for workforce management. The system has a database and tracks customers and conversations customers have with agents. The system tracks contact items each having a contact type and a channel. The system tracks work sessions each having one or more work bursts, based on tracking conversations and contact items. The system provides access to the database for users, reports or workforce management systems.