Method and system for assessing and deploying personnel for roles in a contact center

• US 20060072739A1
• Filed: 10/01/2004
• Published: 04/06/2006
• Est. Priority Date: 10/01/2004
• Status: Abandoned Application

• Current Assignee: Knowlagent Incorporated
• Original Assignee: Knowlagent Incorporated
• Inventors: Baggenstoss, Rick, Lendvay, Kathleen C., Spence, Dianna J.
• Application Number:
  US10/957,350
• Publication Number:
  US 20060072739A1
• Time in Patent Office: Days
• US Class Current: 379/265.50
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Improving the deployment of human resources in a work environment and particularly in a contact center environment. Agents working in a contact center are given different assignments based on their skills and proficiencies. Conventional contact centers typically use a static skills resume to evaluate their agents for particular roles. The present invention enables call centers to design customized assessment tools for evaluating their agents. By tailoring the attributes considered important for a particular role, a call center can more accurately, more efficiently, and more easily assess which agents are best-suited for a particular role.

Claims

1. A method for assessing an agent for a role in a contact center comprising the steps of:

providing at least one assessment to an agent;

storing agent assessment data produced from the at least one assessment in a storage medium;

receiving a role definition associated with the role and associated with a deployment module, wherein the role definition comprises at least one model and the model comprises at least one personal characteristic rule; and

computing an overall score for the agent by applying the role definition to the agent assessment data.

2. The method of claim 1, further comprising the step of identifying whether the agent is suited for the role associated with the role definition based on the overall score.

3. The method of claim 1, wherein the step of receiving a role definition comprises:

identifying the role;

selecting the at least one model associated with the role; and

setting a weight for the selected at least one model.

4. The method of claim 1, wherein the step of receiving a role definition comprises the steps of:

identifying the role;

identifying the at least one model associated with the role;

selecting at least one personal characteristic associated with the identified at least one model;

setting the at least one personal characteristic rule associated with the selected at least one personal characteristic;

setting a weight for the at least one personal characteristic rule; and

setting a weight for the at least one model.

5. The method of claim 1, wherein the step of computing the overall score comprises:

transforming the agent assessment data to at least one personal characteristic rule score using the at least one personal characteristic rule;

applying a weight to the at least one personal characteristic rule score to calculate at least one model score; and

applying a weight to the at least one model score to calculate the overall score.

6. The method of claim 1, wherein the deployment module periodically transmits assessment data to at least one terminal.

7. The method of claim 1, wherein the deployment module continuously transmits assessment data to at least one terminal.

8. A method for identifying a preferred agent for a role in a contact center comprising the steps of:

storing assessment data for a plurality of agents in a storage medium;

receiving a role definition associated with a deployment module, the role definition comprising at least one model, the at least one model comprising at least one personal characteristic rule;

computing overall scores from the assessment data for each of the plurality of agents using the role definition; and

identifying the preferred agent for the role from the plurality of agents based on the computed overall scores.

9. The method of claim 8, further comprising the step of deploying the preferred agent based on the computed overall scores.

10. The method of claim 8, wherein the step of receiving a role definition comprises:

identifying the role;

selecting the at least one model associated with the role; and

setting a weight for the selected at least one model.

11. The method of claim 8, wherein the step of receiving a role definition comprises the steps of:

identifying the role;

identifying the at least one model associated with the role;

selecting at least one personal characteristic associated with the identified at least one model;

setting the at least one personal characteristic rule associated with the selected at least one personal characteristic;

setting a weight for the selected at least one personal characteristic rule; and

setting a weight for the model.

12. The method of claim 8, wherein the step of computing the overall score comprises:

transforming the assessment data to at least one personal characteristic rule score using at least one personal characteristic rule;

applying a weight to the at least one personal characteristic rule score to calculate at least one model score; and

applying a weight to the at least one model score to calculate the overall score.

13. The method of claim 8, wherein the deployment module periodically transmits assessment data to at least one terminal.

14. The method of claim 8, wherein the deployment module continuously transmits assessment data to at least one terminal.

15. A method for assessing agents for a role in a contact center comprising the steps of:

arranging for an assessment of at least one agent, the assessment producing assessment data that is stored;

defining a role with a deployment module, the role definition comprising at least one model, the at least one model comprising at least one personal characteristic rule;

computing at least one overall score with the deployment module from the assessment data; and

identifying a preferred agent from the at least one agent based on the computed at least one overall score.

16. The method of claim 15, further comprising the step of assigning the preferred agent to the role.

17. The method of claim 15, wherein the step of defining a role comprises:

identifying the role;

selecting the at least one model associated with the role; and

setting a weight for the selected at least one model.

18. The method of claim 15, wherein the step of defining a role comprises:

identifying the role;

identifying the at least one model associated with the role;

selecting at least one personal characteristic associated with the at least one model;

setting the at least one personal characteristic rule associated with the at least one personal characteristic;

setting a weight for the at least one personal characteristic rule; and

setting a weight for the at least one model.

19. The method of claim 15, wherein the step of computing the at least one overall score comprises:

transforming the assessment data to at least one personal characteristic rule score using the at least one personal characteristic rule;

applying a weight to the at least one personal characteristic rule score to calculate at least one model score; and

applying a weight to the at least one model score to calculate the at least one overall score.

20. The method of claim 15, wherein the deployment module periodically transmits assessment data to at least one terminal.

21. The method of claim 15, wherein the deployment module continuously transmits assessment data to at least one terminal.

22. A method for modifying the assessment of agents for a role in a contact center comprising the steps of:

identifying at least one favorably performing agent already in a role;

identifying at least one significant personal characteristic of the at least one favorably performing agent with a deployment module;

retrieving a role definition for the role with the deployment module; and

modifying the role definition by modifying at least one personal characteristic rule associated with the at least one significant personal characteristic of the at least one favorably performing agent.

23. The method of claim 22, further comprising the step of computing at least one overall score for at least one agent with the deployment module and the modified role definition.

24. The method of claim 22, wherein the step of identifying the at least one favorably performing agent comprises analyzing performance data for the agent.

25. The method of claim 22, wherein the step of modifying the role definition further comprises modifying a weight assigned to the at least one personal characteristic rule.

26. The method of claim 22, wherein the deployment module periodically transmits assessment data to at least one terminal.

27. The method of claim 22, wherein the deployment module continuously transmits assessment data to at least one terminal.

28. The method of claim 23 further comprising identifying a preferred agent from the at least one agent based on the computed at least one overall score.

29. The method of claim 28, further comprising the step of assigning the preferred agent to the role.

30. A system for assessing an agent for a role in a contact center comprising:

a data storage medium comprising agent assessment data;

a deployment module coupled to the data storage medium, the deployment module comprising a role definition and operable for

relating at least one personal characteristic rule to at least one model,

weighting the at least one personal characteristic rule,

relating the at least one model to the role definition,

weighting the at least one model, and

calculating an overall score for the agent with the role definition and the agent assessment data.

31. The system of claim 30, wherein the deployment module is further operable for

transforming the agent assessment data to at least one personal characteristic rule score using the at least one personal characteristic rule;

calculating at least one model score from the at least one personal characteristic rule score and the at least one personal characteristic rule weighting; and

calculating an overall score from the at least one model score and the at least one model weighting.

32. The system of claim 30, wherein the deployment module is further coupled to an assessment module operable for collecting the agent assessment data.

33. The system of claim 30, wherein the deployment module is further coupled to a content module operable for providing training content to an agent.

34. The system of claim 30, wherein the deployment module is further operable for

identifying at least one significant personal characteristic for a favorably performing agent already in a role;

and

receiving a modified role definition based on the identified at least one significant personal characteristic.

35. The system of claim 30, wherein the deployment module is further operable for periodically transmitting the assessment data to at least one terminal.

36. The system of claim 30, wherein the deployment module is further operable for continuously transmitting the assessment data to at least one terminal.

37. The system of claim 33, wherein the training content is customized based upon an agent'"'"'s assessment data.

38. A method for providing training to an agent in a contact center comprising the steps of:

providing at least one assessment to an agent;

storing agent assessment data produced from the at least one assessment in a storage medium;

receiving a role definition associated with a role and associated with a deployment module, wherein the role definition comprises at least one model and the model comprises at least one personal characteristic rule;

computing an overall score for the agent by applying the role definition to the agent assessment data; and

assigning training to the agent for the role based on the overall score.

39. The method of claim 38, wherein the step of receiving a role definition comprises:

identifying the role;

selecting the at least one model associated with the role; and

setting a weight for the selected at least one model.

40. The method of claim 38, wherein the step of receiving a role definition comprises the steps of:

identifying the role;

identifying the at least one model associated with the role;

selecting at least one personal characteristic associated with the identified at least one model;

setting the at least one personal characteristic rule associated with the selected at least one personal characteristic;

setting a weight for the at least one personal characteristic rule; and

setting a weight for the at least one model.

41. The method of claim 38, wherein the step of computing the overall score comprises:

transforming the agent assessment data to at least one personal characteristic rule score using the at least one personal characteristic rule;

applying a weight to the at least one personal characteristic rule score to calculate at least one model score; and

applying a weight to the at least one model score to calculate the overall score.

42. The method of claim 38, wherein the deployment module transmits assessment data to at least one terminal.

43. A method for assigning an agent to a supervisor in a contact center comprising the steps of:

providing at least one assessment to an agent;

storing agent assessment data produced from the at least one assessment in a storage medium;

receiving a role definition associated with a role and associated with a deployment module, wherein the role definition comprises at least one model and the model comprises at least one personal characteristic rule;

computing an overall score for the agent by applying the role definition to the agent assessment data; and

assigning the agent to the supervisor for the role based on the overall score.

44. The method of claim 43, wherein the step of receiving a role definition comprises:

identifying the role;

selecting the at least one model associated with the role; and

setting a weight for the selected at least one model.

45. The method of claim 43, wherein the step of receiving a role definition comprises the steps of:

identifying the role;

identifying the at least one model associated with the role;

selecting at least one personal characteristic associated with the identified at least one model;

setting the at least one personal characteristic rule associated with the selected at least one personal characteristic;

setting a weight for the at least one personal characteristic rule; and

setting a weight for the at least one model.

46. The method of claim 43, wherein the step of computing the overall score comprises:

transforming the agent assessment data to at least one personal characteristic rule score using the at least one personal characteristic rule;

applying a weight to the at least one personal characteristic rule score to calculate at least one model score; and

applying a weight to the at least one model score to calculate the overall score.

47. The method of claim 43, wherein the deployment module transmits assessment data to at least one terminal.