Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state
First Claim
1. A method to select an agent from a group of agents to service a contact at a contact center comprising:
- obtaining performance data for each agent in the group of agents;
representing the performance data on a performance scale for each agent in the group of agents;
comparing the performance data on the performance scale for a first agent in the group of agents and a second agent in the group of agents; and
responsive to the comparing step, selecting the first agent to service the contact.
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Accused Products
Abstract
A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent'"'"'s performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center'"'"'s operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.
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Citations
38 Claims
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1. A method to select an agent from a group of agents to service a contact at a contact center comprising:
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obtaining performance data for each agent in the group of agents;
representing the performance data on a performance scale for each agent in the group of agents;
comparing the performance data on the performance scale for a first agent in the group of agents and a second agent in the group of agents; and
responsive to the comparing step, selecting the first agent to service the contact. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method to manage operational effectiveness in a contact center comprising:
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receiving an indicator value representing agent performance for at least one agent in the contact center;
receiving a value indicating a contact center state;
generating an index that is a function of the contact center state value and the indicator value; and
adjusting an operational function in the contact center on the basis of the index. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26)
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27. A system for selecting a first agent over a second agent to perform a task in a contact center, the system comprising:
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a first terminal operative to interface with the first agent and a second terminal operative to interface with the second agent;
an agent performance monitor in communication with the first terminal and the second terminal, the performance monitor operative to determine a first indicator of agent performance and a second indicator of agent performance for the each of the first agent and the second agent;
a state monitor operative to determine the state of the contact center; and
a ranking system in communication with the agent performance monitor and the call state monitor, the ranking system operative to;
compute a first index value for the first agent using the state and the first indicator of agent performance;
compute a second index value for the second agent using the state and the second indicator of agent performance; and
select the first agent to perform the task because of first index value is one of higher or lower than the second index value. - View Dependent Claims (28, 29, 30, 31, 32, 33)
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34. A method to select an agent from a group of agents to service a contact at a contact center comprising:
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generating a performance indicator for each agent in the group of agents; and
ranking each agent in the group of agents on the basis of the performance indicator; and
selecting a preferred agent to service the contact on the basis of the preferred agent'"'"'s rank. - View Dependent Claims (35)
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36. A method to select an agent from a group of agents to service a contact at a contact center comprising:
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generating a performance indicator for each agent in the group of agents; and
computing an index for each agent in the group of agents using the performance indicator as a computational input, wherein the indices predict each agent'"'"'s relative contribution to the center'"'"'s operational effectiveness by servicing the contact; and
selecting a preferred agent to service the contact on the basis of the indices. - View Dependent Claims (37, 38)
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Specification