System and method for optimizing physical placement of contact center agents on a contact center floor

• US 10,154,138 B2
• Filed: 07/29/2016
• Issued: 12/11/2018
• Est. Priority Date: 07/29/2016
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: te Booij, Merijn, Gopalla, Kentis, Ristock, Herbert Willi Artur
• Primary Examiner(s): Nguyen, Quynh
• Application Number:
  US15/224,143
• Publication Number:
  US 20180034965A1
• Time in Patent Office: 865 Days
• Field of Search: 37926509, 37926501, 379309
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.

Claims

1. A method comprising:

identifying, by a processor, one or more physical arrangements of resources in a customer contact center, the resources comprising shared equipment and assigned agent seats;

predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center, the working environment parameters comprising proximities of agents to shared equipment;

identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and

outputting, by the processor, the particular physical arrangement of resources in the customer contact center,

wherein the predicting the predicted performance metric for the physical arrangement of resources in the customer contact center comprises;

retrieving, by the processor, a plurality of predictors of agent performance, each predictor corresponding to one of a plurality of agents of the customer contact center;

predicting, by the processor, a predicted performance metric of each agent in the physical arrangement of resources based on the plurality of predictors of agent performance; and

computing, by the processor, the predicted performance metric of the physical arrangement of resources in the customer contact center in accordance with the predicted performance metric of each agent in the physical arrangement of resources.

2. The method of claim 1, wherein a predictor of the plurality of predictors of agent performance is generated by:

retrieving one or more historical performance metrics of an agent corresponding to the predictor;

retrieving one or more historical working environment parameters corresponding to the agent;

correlating the one or more historical performance metrics of the agent with the one or more historical working environment parameters of the agent; and

computing a plurality of parameters controlling a relationship between the one or more historical working environment parameters of the agent and the one or more historical performance metrics of the agent.

3. The method of claim 1, wherein each of the plurality of predictors of agent performance comprises a linear regression model between the one or more working environment parameters and a performance metric, the working environment parameters comprising a physical characteristic of a location within a customer contact center.

4. The method of claim 1, wherein each of the plurality of predictors of agent performance comprises a neural network having input features comprising the one or more working environment parameters, and an output corresponding to the predicted performance metric.

5. The method of claim 1, wherein the one or more working environment parameters comprise at least one of:

air temperature;

noise level;

light level;

distance to one or more locations within the customer contact center; and

security level.

6. The method of claim 5, wherein at least one of the one or more working environment parameters is collected by a plurality of sensors located in the customer contact center.

7. The method of claim 5, wherein the noise level is collected from one or more recordings of voice interactions between agents and customers.

8. The method of claim 5, wherein the distance to the one or more locations within the customer contact center is computed from one or more floor plans of the customer contact center.

9. The method of claim 5, wherein the light level is estimated based on one or more floor plans of the customer contact center.

10. The method of claim 1, wherein the predicted performance metric comprises at least one of agent utilization, agent occupancy, average handle time, average hold time, first call resolution rate, abandonment rate, net promoter score, conversion rate, agent adherence to workforce schedule, and agent mood.

11. A system comprising:

a processor; and

memory having instructions stored thereon that, when executed by the processor, cause the processor to;

identify one or more physical arrangements of resources in a customer contact center, the resources comprising shared equipment and assigned agent seats;

predict, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center, the working environment parameters comprising proximities of agents to shared equipment;

identify a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements;

output the particular physical arrangement of resources in the customer contact center;

retrieve a plurality of predictors of agent performance, each predictor corresponding to one of a plurality of agents of the customer contact center;

predict a predicted performance metric of each agent in the physical arrangement of resources based on the plurality of predictors of agent performance; and

compute a predicted overall performance of the physical arrangement of resources in the customer contact center in accordance with the predicted performance metric of each agent in the physical arrangement of resources.

12. The system of claim 11, wherein a predictor of the plurality of predictors of agent performance is generated by:

retrieving one or more historical performance metrics of an agent corresponding to the predictor;

retrieving one or more historical working environment parameters corresponding to the agent;

correlating the one or more historical performance metrics of the agent with the one or more historical working environment parameters of the agent; and

computing a plurality of parameters controlling a relationship between the one or more historical working environment parameters and the one or more historical performance metrics.

13. The system of claim 11, wherein the one or more working environment parameters comprise at least one of:

air temperature;

noise level;

light level;

distance to one or more locations within the customer contact center; and

security level.