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Skill based routing in telephone exchanges

Edlund, Henrik LU and Nilsson, Mikael LU (2017) MAMM01 20171
Ergonomics and Aerosol Technology
Abstract
Private branch exchange systems have been used to connect clients with enterprises for over 40 years and have over time progressed from manual switchboards to modern, internet based technologies. Despite technological progress, many clients still feel great frustration when contacting customer service, not being able to reach the person they seek. As part of Telavox enhancements to private branch exchanges, skill based routing introduces a new way to connect incoming telephone calls to the best suited agent. Using available information about the client’s call and the agent’s different skillsets, the call can be routed and connected automatically. This project identifies different components needed to create a system model allowing for... (More)
Private branch exchange systems have been used to connect clients with enterprises for over 40 years and have over time progressed from manual switchboards to modern, internet based technologies. Despite technological progress, many clients still feel great frustration when contacting customer service, not being able to reach the person they seek. As part of Telavox enhancements to private branch exchanges, skill based routing introduces a new way to connect incoming telephone calls to the best suited agent. Using available information about the client’s call and the agent’s different skillsets, the call can be routed and connected automatically. This project identifies different components needed to create a system model allowing for skill based routing. Based on this system model, two user interface prototypes were developed through iterative user centered design processes: One administrator interface for setting up a skill based routing system, as well as an agent interface for displaying the new routing functionality. Through user surveys indications were found showing clients’ willingness to wait slightly longer to reach an extra qualified agent, especially if on hook waiting is offered. The final high-fidelity prototype was evaluated using unmoderated remote testing, validating that it can be used as a basis for implementing a skill based routing system. This project seeks to motivate future work in the field of skill based routing, providing an improved user experience for all users in the future. (Less)
Abstract (Swedish)
Abonnentväxlar, eller private branch exchanges, har använts av företag för att nå ut till kunder i över 40 år. Över tid har systemen utvecklats från stora manuella växlar till molnbaserade internetlösningar. Trots teknisk utveckling upplever många kunder som ringer telefonsupport idag frustration över att inte nå den person de söker. Som en del i Telavox satsning på virtuella abonnentväxlar utforskar detta projekt konceptet skill based routing. Genom att använda tillgänglig information om kunder som ringer, kan de kopplas ihop med den telefonist som är bäst lämpad att svara på deras frågor. Detta projekt identifierar de många komponenter som behövs för att skapa en växelmodell som stödjer skill based routing. Utifrån denna modell har två... (More)
Abonnentväxlar, eller private branch exchanges, har använts av företag för att nå ut till kunder i över 40 år. Över tid har systemen utvecklats från stora manuella växlar till molnbaserade internetlösningar. Trots teknisk utveckling upplever många kunder som ringer telefonsupport idag frustration över att inte nå den person de söker. Som en del i Telavox satsning på virtuella abonnentväxlar utforskar detta projekt konceptet skill based routing. Genom att använda tillgänglig information om kunder som ringer, kan de kopplas ihop med den telefonist som är bäst lämpad att svara på deras frågor. Detta projekt identifierar de många komponenter som behövs för att skapa en växelmodell som stödjer skill based routing. Utifrån denna modell har två gränssnitt tagits fram, genom tre iterativa och användarcentrerade designfaser: Ett gränssnitt för administratörer som sätter upp systemet, samt ett gränssnitt för de telefonister som använder systemets nya funktioner. Genom enkätundersökningar konstaterades det att inringande kunder kan tänka sig att vänta extra för att nå en kunnig telefonist, speciellt om de erbjöds att bli uppringda istället för att vänta. De slutgiltiga prototyperna utvärderades genom omodererade distanstester. Testerna visade att de föreslagna gränssnitten kan ligga till grund för en framtida implementation av ett skill based routing system. Detta projekt hoppas kunna inspirera fortsatta studier inom området, för en framtida förbättrad användarupplevelse för alla användare. (Less)
Please use this url to cite or link to this publication:
author
Edlund, Henrik LU and Nilsson, Mikael LU
supervisor
organization
course
MAMM01 20171
year
type
H2 - Master's Degree (Two Years)
subject
keywords
skill based routing, remote testing, usability, PBX (private branch exchange), prototyping, Telavox
language
English
id
8918801
date added to LUP
2017-06-26 16:20:50
date last changed
2017-06-26 16:20:50
@misc{8918801,
  abstract     = {Private branch exchange systems have been used to connect clients with enterprises for over 40 years and have over time progressed from manual switchboards to modern, internet based technologies. Despite technological progress, many clients still feel great frustration when contacting customer service, not being able to reach the person they seek. As part of Telavox enhancements to private branch exchanges, skill based routing introduces a new way to connect incoming telephone calls to the best suited agent. Using available information about the client’s call and the agent’s different skillsets, the call can be routed and connected automatically. This project identifies different components needed to create a system model allowing for skill based routing. Based on this system model, two user interface prototypes were developed through iterative user centered design processes: One administrator interface for setting up a skill based routing system, as well as an agent interface for displaying the new routing functionality. Through user surveys indications were found showing clients’ willingness to wait slightly longer to reach an extra qualified agent, especially if on hook waiting is offered. The final high-fidelity prototype was evaluated using unmoderated remote testing, validating that it can be used as a basis for implementing a skill based routing system. This project seeks to motivate future work in the field of skill based routing, providing an improved user experience for all users in the future.},
  author       = {Edlund, Henrik and Nilsson, Mikael},
  keyword      = {skill based routing,remote testing,usability,PBX (private branch exchange),prototyping,Telavox},
  language     = {eng},
  note         = {Student Paper},
  title        = {Skill based routing in telephone exchanges},
  year         = {2017},
}