Matching using agent/caller sensitivity to performance
First Claim
1. A method for pairing in a contact center system comprising:
- determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, contact pattern data for each of a plurality of contacts;
determining, by the at least one computer processor, agent performance data for an agent;
calculating, by the at least one computer processor, a degree of agent performance sensitivity for the agent to contact pattern data for each of the plurality of contacts based on the agent performance data and the contact pattern data;
comparing, by the at least one computer processor, the degree of agent performance sensitivity to a threshold degree of agent performance sensitivity for at least a first contact having a first contact pattern as compared to at least a second contact having a second contact pattern;
applying, by the at least one computer processor, a first matching strategy for pairing the agent with the first contact of the plurality of contacts based on the degree of agent performance sensitivity for the agent to the first contact pattern of the first contact; and
establishing, by a routing engine of the contact center system, a communications channel between communication equipment of the agent and communication equipment of the first contact based upon the first matching strategy to realize a first amount of performance gain for the contact center system attributable to the first matching strategy.
2 Assignments
0 Petitions
Accused Products
Abstract
A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
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Citations
20 Claims
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1. A method for pairing in a contact center system comprising:
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determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, contact pattern data for each of a plurality of contacts; determining, by the at least one computer processor, agent performance data for an agent; calculating, by the at least one computer processor, a degree of agent performance sensitivity for the agent to contact pattern data for each of the plurality of contacts based on the agent performance data and the contact pattern data; comparing, by the at least one computer processor, the degree of agent performance sensitivity to a threshold degree of agent performance sensitivity for at least a first contact having a first contact pattern as compared to at least a second contact having a second contact pattern; applying, by the at least one computer processor, a first matching strategy for pairing the agent with the first contact of the plurality of contacts based on the degree of agent performance sensitivity for the agent to the first contact pattern of the first contact; and establishing, by a routing engine of the contact center system, a communications channel between communication equipment of the agent and communication equipment of the first contact based upon the first matching strategy to realize a first amount of performance gain for the contact center system attributable to the first matching strategy. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to; determine contact pattern data for each of a plurality of contacts; determine agent performance data for an agent; calculate a degree of agent performance sensitivity for the agent to contact pattern data for each of the plurality of contacts based on the agent performance data and the contact pattern data; compare the degree of agent performance sensitivity to a threshold degree of agent performance sensitivity for at least a first contact having a first contact pattern as compared to at least a second contact having a second contact pattern; apply a first matching strategy for pairing the agent with the first contact of the plurality of contacts based on the degree of agent performance sensitivity for the agent to the first contact pattern of the first contact; and establish, in a routing engine of the contact center system, a communications channel between communication equipment of the agent and communication equipment of the first contact based upon the first matching strategy to realize a first amount of performance gain for the contact center system attributable to the first matching strategy. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. An article of manufacture for pairing in a contact center system comprising:
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a non-transitory processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to; determine contact pattern data for each of a plurality of contacts; determine agent performance data for an agent; compare the degree of agent performance sensitivity to a threshold degree of agent performance sensitivity for at least a first contact having a first contact pattern as compared to at least a second contact having a second contact pattern; apply a first matching strategy for pairing the agent with the first contact of the plurality of contacts based on the degree of agent performance sensitivity for the agent to the first contact pattern of the first contact; and establish, in a routing engine of the contact center system, a communications channel between communication equipment of the agent and communication equipment of the first contact based upon the first matching strategy to realize a first amount of performance gain for the contact center system attributable to the first matching strategy. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification