Call mapping systems and methods using bayesian mean regression (BMR)

• US 10,334,107 B2
• Filed: 05/01/2015
• Issued: 06/25/2019
• 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): Hoque, Nafiz E
• Application Number:
  US14/702,656
• Publication Number:
  US 20150271332A1
• Time in Patent Office: 1,516 Days
• Field of Search: 37926506, 37926512
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Methods, systems, and articles of manufacture for ranking individuals in a contact center system including ranking a first individual in a set of individuals based on relative amounts of data for the first individual and one or more other individuals in the set of individuals.

Claims

1. A method for improved pairing in a contact center system comprising:

determining, by at least one computer processor communicatively coupled to and configured to perform pairing operations in the contact center system, a first measure of a first number of data points for a first individual and a first metric, wherein the first number of data points are a first number of performance data points and the first metric is a first performance metric if the first individual is an agent, and wherein the first number of data points are a first number of propensity data points and the first metric is a first propensity metric if the first individual is a contact;

determining, by the at least one computer processor, a second measure of a second number of data points for a second individual and the first metric, wherein the second number of data points are a second number of performance data points if the second individual is an agent, and wherein the second number of data points are a second number of propensity data points if the first second is a contact;

ranking, by the at least one computer processor, the first individual and the second individual based on a comparison of the first measure for the first individual and the second measure for the second individual;

selecting, according to a pairing strategy, by the at least one computer processor, a contact for pairing with one of the first individual and the second individual if the first and second individuals are agents, or an agent for pairing with one of the first individual and the second individual if the first and second individuals are contacts, for connection in the contact center system, wherein the pairing strategy is a data-driven pairing strategy based on information about the contact or the agent and the ranking of the first individual and the second individual; and

establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the selected contact or agent and communication equipment of one of the first individual and the second individual to optimize performance of the contact center system attributable to the pairing strategy and the ranking.

2. The method of claim 1, wherein the first and second individuals comprises a first and second agent or a first and second contact.

3. The method of claim 1, wherein a first rank of the first individual comprises a combination of a first individual performance or propensity of the first individual and a mean performance or propensity of a set of individuals, and wherein the combination is weighted based on relative first and second amounts of performance data.

4. The method of claim 1, wherein ranking the first individual comprises determining a first amount of regression to a mean performance or propensity of a plurality of individuals comprising at least the first and second individuals based on relative amounts of performance data.

5. The method of claim 4, wherein determining the first amount of regression to the mean performance or propensity comprises determining a Bayesian Mean Regression (BMR) for the first individual.

6. The method of claim 4, further comprising:

decreasing, by the at least one computer processor, the first amount of regression to the mean as the first amount of performance data for the first individual increases.

7. The method of claim 4, wherein the first amount of regression to the mean performance or propensity is relatively higher than a second amount of regression to the mean performance or propensity for the second individual when the first amount of performance data for the first individual is relatively lower than the second amount of performance data for the second individual.

8. A system for improved pairing in a contact center system comprising:

at least one computer processor communicatively coupled to and configured to perform pairing operations in the contact center system, wherein the computer processor is further configured to;

determine a first measure of a first number of data points for a first individual and a first metric, wherein the first number of data points are a first number of performance data points and the first metric is a first performance metric if the first individual is an agent, and wherein the first number of data points are a first number of propensity data points and the first metric is a first propensity metric if the first individual is a contact;

determine a second measure of a second number of data points for a second individual and the first metric, wherein the second number of data points are a second number of performance data points if the second individual is an agent, and wherein the second number of data points are a second number of propensity data points if the first second is a contact;

rank the first individual and the second individual based on a comparison of the first measure for the first individual and the second measure for the second individual;

select, according to a pairing strategy, a contact for pairing with one of the first individual and the second individual if the first and second individuals are agents, or an agent for pairing with one of the first individual and the second individual if the first and second individuals are contacts, for connection in the contact center system, wherein the pairing strategy is a data-driven pairing strategy based on information about the contact or the agent and the ranking of the first individual and the second individual; and

establish, in a switch module of the contact center system, a communication channel between communication equipment of the selected contact or agent and communication equipment of one of the first individual and the second individual to optimize performance of the contact center system attributable to the pairing strategy and the ranking.

9. The system of claim 8, wherein the first and second individuals comprises a first and second agent or a first and second contact.

10. The system of claim 8, wherein a first rank of the first individual comprises a combination of a first individual performance or propensity of the first individual and a mean performance or propensity of a set of individuals, and wherein the combination is weighted based on relative first and second amounts of performance data.

11. The system of claim 8, wherein the at least one computer processor is further configured to determine a first amount of regression to a mean performance or propensity of a plurality of individuals comprising at least the first and second individuals based on relative amounts of performance data.

12. The system of claim 11, wherein the at least one computer processor is further configured to determine a Bayesian Mean Regression (BMR) for the first individual.

13. The system of claim 11, wherein the at least one computer processor is further configured to decrease the first amount of regression to the mean as the first amount of performance data for the first individual increases.

14. The system of claim 11, wherein the first amount of regression to the mean performance or propensity is relatively higher than a second amount of regression to the mean performance or propensity for the second individual when the first amount of performance data for the first individual is relatively lower than the second amount of performance data for the second individual.

15. An article of manufacture for improved pairing in a contact center system comprising:

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 perform pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to;

determine a first measure of a first number of data points for a first individual and a first metric, wherein the first number of data points are a first number of performance data points and the first metric is a first performance metric if the first individual is an agent, and wherein the first number of data points are a first number of propensity data points and the first metric is a first propensity metric if the first individual is a contact;

determine a second measure of a second number of data points for a second individual and the first metric, wherein the second number of data points are a second number of performance data points if the second individual is an agent, and wherein the second number of data points are a second number of propensity data points if the first second is a contact;

rank the first individual and the second individual based on a comparison of the first measure for the first individual and the second measure for the second individual;

select, according to a pairing strategy, a contact for pairing with one of the first individual and the second individual if the first and second individuals are agents, or an agent for pairing with one of the first individual and the second individual if the first and second individuals are contacts, for connection in the contact center system, wherein the pairing strategy is a data-driven pairing strategy based on information about the contact or the agent and the ranking of the first individual and the second individual; and

establish, in a switch module of the contact center system, a communication channel between communication equipment of the selected contact or agent and communication equipment of one of the first individual and the second individual to optimize performance of the contact center system attributable to the pairing strategy and the ranking.

16. The article of manufacture of claim 15, wherein a first rank of the first individual comprises a combination of a first individual performance or propensity of the first individual and a mean performance or propensity of a set of individuals, and wherein the combination is weighted based on relative first and second amounts of performance data.

17. The article of manufacture of claim 15, wherein the at least one computer processor is further caused to operate to determine a first amount of regression to a mean performance or propensity of a plurality of individuals comprising at least the first and second individuals based on relative amounts of performance data.

18. The article of manufacture of claim 17, wherein the at least one computer processor is further caused to operate to determine a Bayesian Mean Regression (BMR) for the first individual.

19. The article of manufacture of claim 17, wherein the at least one computer processor is further caused to operate to decrease the first amount of regression to the mean as the first amount of performance data for the first individual increases.

20. The article of manufacture of claim 17, wherein the first amount of regression to the mean performance or propensity is relatively higher than a second amount of regression to the mean performance or propensity for the second individual when the first amount of performance data for the first individual is relatively lower than the second amount of performance data for the second individual.