Optimizing call-center performance by using predictive data to distribute agents among calls

• US 6,163,607 A
• Filed: 11/03/1998
• Issued: 12/19/2000
• Est. Priority Date: 04/09/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Flockhart, Andrew D., Kohler, Joylee E., Mathews, Eugene P., Foster, Robin H., Bogart, Frank J., Skarzynski, Stephen L.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Deane, Jr., William J.
• Application Number:
  US09/185,265
• Time in Patent Office: 777 Days
• Field of Search: 379/265, 379/266, 379/309, 379/211, 379/212
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Selection of a call for handling by a call-center agent (106-108) is based on which call'"'"'s handling by the available agent will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When an agent becomes available, the present values of the service metrics of the service profile (500-502) of that agent for each type (e.g. skill) of available call handled by the agent are combined (610) into a score according to one of a plurality of formulas which corresponds to that call type, and a call of the type for which the agent has the best (e.g., either highest or just-sufficient) score is assigned (612) to the agent. Preferably, a call score is also computed (807) for each available call type, based on factors such as the purpose of the call, the call'"'"'s in-queue wait time, the priority of the call, etc. The call type for which the agent has the best score is selected (812) to be the one for which the call score best matches the agent'"'"'s corresponding score. When the assigned agent finishes handling the call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent'"'"'s service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.

Claims

1. A method of selecting a call for handling by a call handler, comprising the steps of:

a) in response to availability of a call handler who handles calls of a plurality of types, selecting for handling by the call handler a call of a type for which the call handler has a best performance characteristic score, including retrieving from a service profile of the call handler, comprising present values of a plurality of service metrics for the plurality of call types, the service metrics for each call type having calls available for handling by the call handler,

obtaining a performance characteristic score for said each call type by using the retrieved present values of the plurality of service metrics of said each call type in one of a plurality of formulas, each corresponding to a different said call type, and

selecting one of the available calls whose call type has a best said score, for handling by the call handler;

b) in response to completion of handling of the selected call by the call handler, evaluating the call handler'"'"'s performance in handling the selected call; and

c) modifying the values of the call handler'"'"'s service metrics for the call type of the selected call by the valuation of the call handler'"'"'s performance in handling the selected call to obtain new present values of the service metrics for the call type of the selected call for the call handler.

2. The method of claim 1 wherein:

the step of obtaining comprises the step of

combining the retrieved values of the plurality of service metrics of the service profile of each said call type according to said one formula into the score.

3. The method of claim 2 wherein:

the step of evaluating comprises the step of

measuring individual said service metrics of the service profile of the one call handler in handling the call, to obtain measured values;

the step of modifying comprises the steps of

combining the measured values of the service metrics with the values of the service metrics of the service profile to obtain new values of the service metrics of the service profile.

4. The method of claim 3 wherein:

the step of combining comprises the steps of

weighting the measured values of the service metrics relative to the values of the service metrics of the service profile; and

combining the weighted measured values with the values of the service metrics of the service profile to obtain new values of the service metrics of the service profile.

5. The method of claim 1 wherein:

the performance characteristic score of an individual call type indicates efficiency of the one call handler in handling a call of the individual type.

6. The method of claim 1 wherein:

the performance characteristic score of an individual call type indicates benefit generated by the call handler in handling a call of the individual type.

7. The method of claim 6 wherein:

the benefit comprises revenue.

8. The method of claim 1 wherein:

the service metrics of the service profile comprise at least one of efficiency, generated benefit, customer satisfaction, and call handler satisfaction.

9. The method of claim 1 wherein:

the plurality of call types comprise a plurality of skills.

10. The method of claim 1 wherein:

the step of selecting comprises the steps of

computing a call score for each said call type having calls available for handling by the call handler, and

selecting one of the available calls whose call type has the performance characteristic score best matching the call score of said call type.

11. The method of claim 1 wherein:

the step of selecting comprises the steps of

computing a call score for a call of each said call type having calls available for handling by the call handler, and

selecting one of the available calls whose call score best matches the performance characteristic score of the corresponding call type.

14. An apparatus that performs the method of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8 or 9 or 10 or 11 or 12 or 13.

15. A computer readable medium containing software which, when executed in a computer, causes the computer to perform the steps of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8 or 9 or 10 or 11 or 12 or 13.

12. A method of selecting a call for handling by a call hander, comprising the steps of:

in response to availability of a call handler who handles calls of a plurality of types, selecting, for handling by the call handler, a call of a type for which the call handler has a best performance characteristic score, including

retrieving from a service profile of the call handler, comprising present values of a plurality of service metrics for the plurality of call types, the service metrics for each call type having calls available for handling by the call handler;

obtaining a performance characteristic score for said each call type by combining the retrieved present values of the plurality of service metrics of said each call type;

obtaining a call score for each said call by combining present values of a plurality of characteristics of each said call; and

selecting one of the available calls whose call score best corresponds to the call handler'"'"'s characteristic score to be handled by the call handler.

13. The method of claim 12 wherein:

the step of obtaining a performance characteristic comprises the step of

using the retrieved present values of the plurality of service metrics of said each call type in one of a plurality of formulas, each corresponding to a different said call type.