Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation

• US 10,044,867 B2
• Filed: 06/30/2015
• Issued: 08/07/2018
• Est. Priority Date: 03/26/2012
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Afiniti International Holdings, Ltd.
• Inventors: Spottiswoode, S. James P., Chishti, Zia
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US14/788,495
• Publication Number:
  US 20150304496A1
• Time in Patent Office: 1,134 Days
• Field of Search: 37926511, 37926506, 705 713
• CPC Class Codes: G06F 16/23 Updating
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: Y04S 10/50 Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications

Abstract

Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Claims

1. A method for handling contacts and agents in a contact center system comprising:

ordering, in the contact center system, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents according to an initial scoring based on a computer-generated model of the plurality of agents;

rescaling, by the at least one computer processor, the initial scoring of at least one agent of the plurality of agents to optimize performance of the contact center system based on the rescaling, wherein an amount of the rescaling is based at least in part upon a function of a count of available agents of the plurality of agents;

shifting, by the at least one computer processor, the initial scoring of at least one agent of the plurality of agents to further optimize performance of the contact center system based on the shifting, wherein an amount of the shifting is based at least in part upon the count of available agents of the plurality of agents;

outputting, by the at least one computer processor, the rescaled and shifted initial scoring for facilitating connection of the at least one agent to at least one contact in the contact center system; and

establishing, by a routing engine of the contact center system, a communication channel between communication equipment of the at least one agent and communication equipment of the at least one contact based upon the rescaled and shifted initial scoring.

2. The method of claim 1, further comprising:

determining an initial range of scores for the initial scoring; and

determining an adjusted range of scores for the rescaled initial scoring.

3. The method of claim 2, wherein the rescaling further comprises an affine transformation of the initial scoring.

4. The method of claim 1, wherein the rescaling normalizes a distribution of scores of the plurality of agents.

5. The method of claim 1, wherein the rescaling increases utilization of a highest-scored agent relative to a middle-scored agent.

6. The method of claim 5, wherein the rescaling increases utilization of a lowest-scored agent relative to a middle-scored agent.

7. The method of claim 5, wherein the rescaling increases a uniformity of utilization of the plurality of agents relative to an initial utilization of the plurality of agents.

8. A system for handling contacts and agents 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 configured to;

order, in the contact center system, a plurality of agents according to an initial scoring based on a computer-generated model of the plurality of agents;

rescale the initial scoring of at least one agent of the plurality of agents to optimize performance of the contact center system based on the rescaling, wherein an amount of the rescaling is based at least in part upon a function of a count of available agents of the plurality of agents;

shift the initial scoring of at least one agent of the plurality of agents to further optimize performance of the contact center system based on the shifting, wherein an amount of the shifting is based at least in part upon the count of available agents of the plurality of agents;

output the rescaled initial scoring for facilitating connection of the at least one agent to at least one contact in the contact center system; and

establish, by a routing engine of the contact center system, a communication channel between communication equipment of the at least one agent and communication equipment of the at least one contact based upon the rescaled and shifted initial scoring.

9. The system of claim 8, wherein the at least one computer processor is further configured to:

determine an initial range of scores for the initial scoring; and

determine an adjusted range of scores for the rescaled initial scoring.

10. The system of claim 9, wherein the rescaling further comprises an affine transformation of the initial scoring.

11. The system of claim 8, wherein the rescaling normalizes a distribution of scores of the plurality of agents.

12. The system of claim 8, wherein the rescaling increases utilization of a highest-scored agent relative to a middle-scored agent.

13. The system of claim 12, wherein the rescaling increases utilization of a lowest-scored agent relative to a middle-scored agent.

14. The system of claim 12, wherein the rescaling increases a uniformity of utilization of the plurality of agents relative to an initial utilization of the plurality of agents.

15. An article of manufacture for handling contacts and agents in a contact center system comprising:

a non-transitory computer 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;

order, in the contact center system, a plurality of agents according to an initial scoring based on a computer-generated model of the plurality of agents;

rescale the initial scoring of at least one agent of the plurality of agents to optimize performance of the contact center system based on the rescaling, wherein an amount of the rescaling is based at least in part upon a function of a count of available agents of the plurality of agents;

shift the initial scoring of at least one agent of the plurality of agents to further optimize performance of the contact center system based on the shifting, wherein an amount of the shifting is based at least in part upon the count of available agents of the plurality of agents;

output the rescaled initial scoring for facilitating connection of the at least one agent to at least one contact in the contact center system; and

establish, by a routing engine of the contact center system, a communication channel between communication equipment of the at least one agent and communication equipment of the at least one contact based upon the rescaled and shifted initial scoring.

16. The article of manufacture of claim 15, wherein the at least one computer processor is further caused to operate so as to:

determine an initial range of scores for the initial scoring; and

determine an adjusted range of scores for the rescaled initial scoring.

17. The article of manufacture of claim 16, wherein the rescaling further comprises an affine transformation of the initial scoring.

18. The article of manufacture of claim 15, wherein the rescaling normalizes a distribution of scores of the plurality of agents.

19. The article of manufacture of claim 15, wherein the rescaling increases utilization of a highest-scored agent relative to a middle-scored agent.

20. The article of manufacture of claim 19, wherein the rescaling increases utilization of a lowest-scored agent relative to a middle-scored agent.