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

• US 10,142,479 B2
• Filed: 06/30/2015
• Issued: 11/27/2018
• Est. Priority Date: 03/26/2012
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Afiniti Europe Technologies Limited (Afiniti Ltd)
• Inventors: Spottiswoode, S. James P., Chishti, Zia
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US14/788,517
• Publication Number:
  US 20150304497A1
• Time in Patent Office: 1,246 Days
• Field of Search: 37926501, 37926506
• 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:

identifying, by at least one computer processor configured to operate in the contact center system, a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue in the contact center system for connection to one of a plurality of agents assigned to the queue in the contact center system;

rescaling, by the at least one computer processor, the initial normalized ranking of the plurality of contacts while maintaining the order of the plurality of contacts and maintaining the plurality of agents assigned to the queue in the contact center system, such that the plurality of agents assigned to the queue are available for connection to one of the plurality of contacts waiting in the queue, wherein the rescaling changes an expected waiting time of at least one contact of the plurality of contacts for connection to one of the plurality of agents assigned to the queue in the contact center system; and

establishing, by the at least one computer processor, in a switch of the contact center system, a connection between one of the at least one contact and the one of the plurality of agents based upon the rescaled ranking of the plurality of contacts to optimize performance of the contact center system attributable to the rescaled ranking.

2. The method of claim 1, further comprising:

determining, by the at least one computer processor, an initial range of normalized scores for the initial normalized ranking; and

determining, by the at least one computer processor, an adjusted range of normalized scores for the rescaled initial normalized ranking.

3. The method of claim 2, wherein the adjusted range of scores is a function of a number of contacts that are waiting for an agent.

4. The method of claim 1, wherein the rescaling decreases an expected waiting time of a highest-scored contact relative to a middle-scored contact.

5. The method of claim 4, wherein the rescaling decreases an expected waiting time of a lowest-scored contact relative to a middle-scored contact.

6. The method of claim 4, wherein the rescaling increases a uniformity of expected waiting times of the plurality of contacts relative to initial expected waiting times of the plurality of contacts.

7. The method of claim 1, wherein the rescaling increases a uniformity of an expected waiting time of the plurality of contacts.

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

at least one computer processor configured to operate in the contact center system, wherein the at least one computer processor is configured to;

identify a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue in the contact center system for connection to one of a plurality of agents assigned to the queue in the contact center system;

rescale the initial normalized ranking of the plurality of contacts while maintaining the order of the plurality of contacts and maintaining the plurality of agents assigned to the queue in the contact center system, such that the plurality of agents assigned to the queue are available for connection to one of the plurality of contacts waiting in the queue, wherein the rescaling changes an expected waiting time of at least one contact of the plurality of contacts for connection to one of the plurality of agents assigned to the queue in the contact center system; and

establish, in a switch of the contact center system, a connection between one of the at least one contact and the one of the plurality of agents based upon the rescaled ranking of the plurality of contacts to optimize performance of the contact center system attributable to the rescaled ranking.

9. The system of claim 8, further comprising:

determine an initial range of normalized scores for the initial normalized ranking; and

determine an adjusted range of normalized scores for the rescaled initial normalized ranking.

10. The system of claim 9, wherein the adjusted range of normalized scores is a function of a number of contacts that are waiting for an agent.

11. The system of claim 8, wherein the rescaling decreases an expected waiting time of a highest-scored contact relative to a middle-scored contact.

12. The system of claim 11, wherein the rescaling decreases an expected waiting time of a lowest-scored contact relative to a middle-scored contact.

13. The system of claim 11, wherein the rescaling increases a uniformity of expected waiting times of the plurality of contacts relative to initial expected waiting times of the plurality of contacts.

14. The system of claim 8, wherein the rescaling increases a uniformity of an expected waiting time of the plurality of contacts.

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 configured to operate in the contact center system and thereby cause the computer processor to operate so as to;

identify a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue in the contact center system for connection to one of a plurality of agents assigned to the queue in the contact center system;

rescale the initial normalized ranking of the plurality of contacts while maintaining the order of the plurality of contacts and maintaining the plurality of agents assigned to the queue in the contact center system, such that the plurality of agents assigned to the queue are available for connection to one of the plurality of contacts waiting in the queue, wherein the rescaling changes an expected waiting time of at least one contact of the plurality of contacts for connection to one of the plurality of agents assigned to the queue in the contact center system; and

establish, in a switch of the contact center system, a connection between one of the at least one contact and the one of the plurality of agents based upon the rescaled ranking of the plurality of contacts to optimize performance of the contact center system attributable to the rescaled ranking.

16. The article of manufacture of claim 15, further comprising:

determine an initial range of normalized scores for the initial normalized ranking; and

determine an adjusted range of normalized scores for the rescaled initial normalized ranking.

17. The article of manufacture of claim 16, wherein the adjusted range of normalized scores is a function of a number of contacts that are waiting for an agent.

18. The article of manufacture of claim 15, wherein the rescaling decreases an expected waiting time of a highest-scored contact relative to a middle-scored contact.

19. The article of manufacture of claim 18, wherein the rescaling decreases an expected waiting time of a lowest-scored contact relative to a middle-scored contact.

20. The article of manufacture of claim 15, wherein the rescaling increases a uniformity of an expected waiting time of the plurality of contacts.