Agent Ranking

• US 20150347950A1
• Filed: 05/30/2014
• Published: 12/03/2015
• Est. Priority Date: 05/30/2014
• Status: Active Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Goyal, Praduemn K., Gupta, Hari S., Sindhgatta, Renuka R.
• Application Number:
  US14/291,796
• Publication Number:
  US 20150347950A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis

Abstract

A method and system for ranking agents is provided. The method includes retrieving historical assignment data describing past associations with agents and associated tickets. Groups of tickets are identified and historical attributes are extracted. Skills are associated with the agents and new attributes are associated with a new group of tickets. An absolute score for each agent with respect to a new group of tickets is generated and in response, an ordered list of the new group of tickets is generated.

Claims

1. A method comprising:

retrieving, by a computer processor of a computing system, historical assignment data describing past associations with agents and associated tickets;

identifying, by said computer processor, groups of tickets of said associated tickets, each group of said tickets associated with a different agent of said agents;

extracting, by said computer processor, historical attributes from each said group of said tickets;

associating, by said computer processor based on said groups of tickets and said historical attributes, a group of skills to each said different agent;

identifying, by said computer processor, new attributes associated with a new group of tickets;

generating, by said computer processor based on said historical attributes, each said group of skills, and said new attributes, an absolute score for each said different agent with respect to said new group of tickets; and

generating, by said computer processor based on each said absolute score, an ordered list of said new group of tickets for each said different agent, wherein each said ordered list comprises a different order of said new group of tickets for each said different agent.

2. The method of claim 1, wherein said historical attributes and said new attributes comprise structured attributes and unstructured attributes.

3. The method of claim 1, wherein said historical attributes and said new attributes comprise attributes associated with a customer affinity.

4. The method of claim 1, further comprising:

executing, by said computer processor, a text analytics process with respect to said historical assignment data determine each said group of skills.

5. The method of claim 1, wherein said historical assignment data is associated with a specified historical time period, and wherein said extracting said historical attributes from each said group of said tickets comprises:

generating a model for associating agent skills from each said group of skills.

6. The method of claim 1, wherein each said absolute score is generated based on a history of resolved tickets of said associated tickets.

7. The method of claim 1, wherein said generating said ordered list comprises:

identifying a number of displays required at a given position for each ticket of said new group of tickets at a specified position in a queue; and

identifying if each said ticket will be displayed at each said given position.

8. The method of claim 7, further comprising:

determining based on said number of displays and each said absolute score for each said different agent, a position for each said ticket in each associated display for each of said different agent such that a ticket associated with an agent associated with an optimal score is presented on a display at a first display position.

9. The method of claim 1, further comprising:

providing at least one support service for at least one of creating, integrating, hosting, maintaining, and deploying computer-readable code in the computing system, said code being executed by the computer processor to implement;

said retrieving, said identifying, said extracting, said associating, said identifying, said generating each said group of skills, and said generating said ordered list.

10. A computing system comprising a computer processor coupled to a computer-readable memory unit, said memory unit comprising instructions that when executed by the computer processor implements a method comprising:

retrieving, by said computer processor, historical assignment data describing past associations with agents and associated tickets;

identifying, by said computer processor, groups of tickets of said associated tickets, each group of said tickets associated with a different agent of said agents;

extracting, by said computer processor, historical attributes from each said group of said tickets;

associating, by said computer processor based on said groups of tickets and said historical attributes, a group of skills to each said different agent;

identifying, by said computer processor, new attributes associated with a new group of tickets;

generating, by said computer processor based on said historical attributes, each said group of skills, and said new attributes, an absolute score for each said different agent with respect to said new group of tickets; and

generating, by said computer processor based on each said absolute score, an ordered list of said new group of tickets for each said different agent, wherein each said ordered list comprises a different order of said new group of tickets for each said different agent.

11. The computing system of claim 10, wherein said historical attributes and said new attributes comprise structured attributes and unstructured attributes.

12. The computing system of claim 10, wherein said historical attributes and said new attributes comprise attributes associated with a customer affinity.

13. The computing system of claim 10, wherein said method further comprises:

executing, by said computer processor, a text analytics process with respect to said historical assignment data determine each said group of skills.

14. The computing system of claim 10, wherein said historical assignment data is associated with a specified historical time period, and wherein said extracting said historical attributes from each said group of said tickets comprises:

generating a model for associating agent skills from each said group of skills.

15. The computing system of claim 10, wherein each said absolute score is generated based on a history of resolved tickets of said associated tickets.

16. The computing system of claim 10, wherein said generating said ordered list comprises:

identifying a number of displays required at a given position for each ticket of said new group of tickets at a specified position in a queue; and

identifying if each said ticket will be displayed at each said given position.

17. The computing system of claim 16, wherein said method further comprises:

determining based on said number of displays and each said absolute score for each said different agent, a position for each said ticket in each associated display for each of said different agent such that a ticket associated with an agent associated with an optimal score is presented on a display at a first display position.

18. A computer program product, comprising a computer readable hardware storage device storing a computer readable program code, said computer readable program code comprising an algorithm that when executed by a computer processor of a computing system implements a method, said method comprising:

retrieving, by said computer processor, historical assignment data describing past associations with agents and associated tickets;

identifying, by said computer processor, groups of tickets of said associated tickets, each group of said tickets associated with a different agent of said agents;

extracting, by said computer processor, historical attributes from each said group of said tickets;

associating, by said computer processor based on said groups of tickets and said historical attributes, a group of skills to each said different agent;

identifying, by said computer processor, new attributes associated with a new group of tickets;

generating, by said computer processor based on said historical attributes, each said group of skills, and said new attributes, an absolute score for each said different agent with respect to said new group of tickets; and

generating, by said computer processor based on each said absolute score, an ordered list of said new group of tickets for each said different agent, wherein each said ordered list comprises a different order of said new group of tickets for each said different agent.

19. The computer program product of claim 18, wherein said historical attributes and said new attributes comprise structured attributes and unstructured attributes.

20. The computer program product of claim 18, wherein said historical attributes and said new attributes comprise attributes associated with a customer affinity.