METHOD AND SYSTEM FOR IMPROVING THE PRODUCTIVITY OF CALLING AGENTS AND CALL YIELD

• US 20130329880A1
• Filed: 06/05/2013
• Published: 12/12/2013
• Est. Priority Date: 06/11/2012
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bentley, Warren, Leblanc, Roger, Stumpf, Mark R.
• Application Number:
  US13/910,446
• Publication Number:
  US 20130329880A1
• Time in Patent Office: Days
• US Class Current: 379/265.1
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• 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 3/5238 with waiting time or load prediction arrangements

Abstract

A method and system for increasing call yield and the productivity of agents in an environment such as a contact or call center, for example, is described. Attributes may be used to classify calls and contact information. A system may learn from collected data. Calculations may be performed to aid in forecasting such as probabilities, call yield, and expected call handle time. Such calculations may be used to determine the best time to call a contact to achieve a desired result.

Claims

1. A method for increasing productivity in a contact center, the method comprising the steps of:

a) requesting contact information from a database;

b) parsing dimension values of said contact information provided by said database and extracting specified dimension values;

c) producing records containing said specified dimension values;

d) performing a series of calculations to determine an expected call handle time value, a call yield value, and a probability for each result code for a said dimension value; and

e) determining a forecast of probability, an expected handle time, and an expected call yield for a set of result codes.

2. The method of claim 1, wherein step (d) further comprises the step of:

d.1) searching said dimension value historical records for dimension values for said dimension value'"'"'s ability to obtain a result code;

d.2) pooling a probability from each result of step (a); and

d.3) calculating a probability.

3. The method of claim 1, wherein step (d) further comprises the step of:

d.1) calculating a result code by condensing a wrap code which comprises a character string designating a classification of what occurred during a call.

4. The method of claim 3 further comprising the step of:

d.1.1) designating said result code as one or more of;

success, right party, wrong party, answering machine, busy, no answer, other handled by agent, and other handled by machine.

5. The method of claim 1, wherein step (b) further comprises the step of:

b.1) extracting from said contact information one or more of;

automatic dimension data, time dimension data, and demographic dimension data.

6. The method of claim 5, wherein the automatic dimension data is extracted from a call as the system and handles the call.

7. The method of claim 5, wherein the automatic dimension data comprises one or more of:

a result of a call, a type of telephone user, a length of a call, a length of time that a contact is placed on hold, an escalation status of a call, a time zone offset of a telephone, and a time zone name of a telephone.

8. The method of claim 5, wherein the time dimension data is extracted from a call in consideration of a time the call was initiated.

9. The method of claim 5, wherein the time dimension data comprises one or more of:

a time of day taken in intervals, a day of the week of a call, a month of the year of a call, and a year of a call.

10. The method of claim 5, wherein the demographic dimension data is extracted from designated values in designated fields in a database containing contact lists.

11. The method of claim 5, wherein the demographic dimension data comprises one or more of:

a location, a primary telephone area code, a gender, a marital status, a balance due, a postal code, a credit score, an age, an income, a profession, and a residence status.

12. The method of claim 5, wherein the demographic dimension data is conditionally defined.

13. The method of claim 5, wherein the demographic dimension data is user defined.

14. The method of claim 5, wherein the demographic dimension data is automatically provided.

15. The method of claim 1, wherein step (e) further comprises the step of:

e.1) determining contacts to call with a highest yield productivity by multiplying an expected yield given contact with a probability of the contact;

e.2) dividing the result of step (e.1) by an expected handle time; and

e.3) selecting contacts with the highest yield productivity to contact.

16. The method of claim 1, wherein step (e) further comprises the step of:

e.1) determining contacts to call with a highest yield productivity by multiplying an expected yield given contact with a probability of the contact;

e.2) and dividing the result of step (e.1) by an expected handle time; and

e.3) selecting a set of contacts with the highest sum of yield productivity to contact.

17. The method of claim 1, wherein the dimension values exclude a day wherein the behavior of contacts is expected to be different from other days.

18. The method of claim 17, wherein the day is a holiday.

19. The method of claim 17, wherein special treatment is applied to said day wherein said behavior of the contacts is expected to be different from other days.

20. The method of claim 1, wherein the expected handle time is calculated as a weighted average of handle times of contributing call events.

21. The method of claim 20, wherein the expected handle time is weighted by expected probability of each dimension value and across dimensions by a mathematically appropriate method.

22. A method for increasing total yield in a contact center, the method comprising the steps of:

a) requesting contact information from a database;

b) parsing dimension values of said contact information provided by said database and extracting specified dimension values;

c) producing records containing said specified dimension values;

d) performing a series of calculations to determine a call yield value and a probability for each result code for a said dimension value; and

e) determining a forecast of probability and an expected call yield for a set of result codes.

23. The method of claim 22, wherein step (e) further comprises the step of:

e.1) determining contacts to call with a highest yield by multiplying an expected yield given contact with a highest yield of the contact;

e.2) dividing the result of step (e.1) by an expected handle time; and

e.3) selecting contacts with the highest yield to contact.

24. The method of claim 22, wherein step (b) further comprises the step of:

b.1) extracting from said contact information one or more of;

automatic dimension data, time dimension data, and demographic dimension data.

25. The method of claim 24, wherein the automatic dimension data is extracted from a call as the system and handles the call.

26. The method of claim 24, wherein the automatic dimension data comprises one or more of:

a result of a call, a type of telephone user, a length of a call, a length of time a contact is placed on hold, an escalation status of a call, a time zone offset of a telephone, and a time zone name of a telephone.

27. The method of claim 24, wherein the time dimension data is extracted from a call in consideration of a time the call was initiated.

28. The method of claim 24, wherein the time dimension data comprises one or more of:

a time of day taken in intervals, a day of the week of a call, a month of the year of a call, and a year of a call.

29. The method of claim 24, wherein the demographic dimension data is extracted from designated values in designated fields in a database containing contact lists.

30. The method of claim 24, wherein the demographic dimension data comprises one or more of:

a location, a primary telephone area code, a gender, a marital status, a balance due, a postal code, a credit score, an age, an income, a profession, and a residence status.

31. The method of claim 24, wherein the demographic dimension data is conditionally defined.

32. The method of claim 24, wherein the demographic dimension data is user defined.

33. The method of claim 24, wherein the demographic dimension data is automatically provided.

34. A method for increasing productivity in a contact center, the method comprising the steps of:

a) requesting contact information from a database, wherein said database is capable of determining an effective outcome for call yield;

b) parsing dimension values of said contact information provided by said database and extracting specified dimension values;

c) producing records containing said specified dimension values;

d) performing a series of calculations to determine an expected call handle time value, a call yield value, and a probability from a result code for said dimension value wherein said calculations comprise one or more of the following;

i. searching a historical record for each dimension value for an ability of said value to obtain a desired code in a mathematically appropriate manner;

ii. pooling a probability of each resulting value and determining a probability in a mathematically appropriate manner;

iii. determining a weighted average of the handle times of a call in a mathematically appropriate manner;

iv. pooling values for each desired result code across all desired result codes in a mathematically appropriate manner; and

e) determining a forecast of an expected handle time and an expected call yield.

35. A system for increasing productivity in a contact center comprising:

a) means for requesting contact information from a database capable of determining an effective outcome for a call yield;

b) means for parsing dimension values of said contact information;

c) means for producing records containing said specified dimension values;

d) means for performing a series of calculations to determine an expected call handle time value, a call yield value, and a probability for each result code for a said dimension value; and

e) means for determining a forecast of probability, an expected handle time, and an expected call yield for a set of result codes.

36. A system for increasing total yield in a contact center, the method comprising the steps of:

a) means for requesting contact information from a database;

b) means for parsing dimension values of said contact information provided by said database and extracting specified dimension values;

c) means for producing records containing said specified dimension values;

d) means for performing a series of calculations to determine a call yield value and a probability for each result code for a said dimension value; and

e) means for determining a forecast of probability and an expected call yield for a set of result codes.