Abstract
A dual-randomization experimentation framework for agent-facing workflow systems is described. Incoming work items are deterministically assigned to test or control groups at creation time, and agents are independently assigned to test or control cohorts. Isolation is enforced by integrating with a skills-based omni-channel routing engine so that test work items are routed only to test agents and control work items only to control agents. A gatekeeper controls code paths and user interface component visibility based on cohort membership, supporting phased rollouts and rollback via configuration. Group assignment is preserved across the work item lifecycle including transfers, escalations, and re-routing. Exposure events are emitted to an enterprise analytics platform to enable statistical evaluation of operational and experience metrics such as handle time, escalation rates, reopen rates, and satisfaction measures.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Recommended Citation
Anonymous, "Dual-Randomization Experimentation Framework with Routing-Based Isolation for Agent-Facing Workflow Systems", Technical Disclosure Commons, ()
https://www.tdcommons.org/dpubs_series/10617