Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state

• US 7,158,628 B2
• Filed: 08/20/2003
• Issued: 01/02/2007
• Est. Priority Date: 08/20/2003
• Status: Active Grant

• Current Assignee: Intradiem Inc.
• Original Assignee: Knowlagent Incorporated
• Inventors: McIlwaine, John C. C., Richter, Scott, McConnell, Matthew G. A., Foley, Lisa Marie, Beard, Robert L., Baggenstoss, Rick, Blumthal, Eric, East, Jennifer C.
• Primary Examiner(s): Bui; Bing Q.
• Application Number:
  US10/645,917
• Publication Number:
  US 20050043986A1
• Time in Patent Office: 1,231 Days
• Field of Search: 379/265.02, 379/265.03, 379/265.06, 379/265.09, 379/265.12
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

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.

Claims

1. A method to manage operational effectiveness in a contact center comprising:

receiving a first indicator value representing performance that an agent of the contact center achieved while processing contacts;

receiving a second indicator value representing a result of testing the agent while the agent was detached from processing contacts;

generating an index that is a function of the first indicator value and the second indicator value; and

adjusting an operation of the contact center on the basis of the index.

2. The method of claim 1, wherein the adjusting step comprises selecting a resource to deploy in the contact center on the basis of the index.

3. The method of claim 1, wherein the adjusting step comprises selecting the agent to service a contact on the basis of the index.

4. The method of claim 1, wherein the generating step comprises generating the index as a function of contact center state, the first indicator value, and the second indicator value.

5. The method of claim 1, wherein the index ranks each agent in a plurality of agents.

6. The method of claim 4, wherein:

the contact center state comprises a characterization of the center'"'"'s rate of servicing contacts;

the first indicator represents time-based performance of the agent; and

the function is operative to weigh the first indicator more heavily when the contact center state is above a threshold than when the contact center state is below the threshold.

7. The method of claim 4, wherein the contact center state comprises a forecast based on historical data.

8. A computer-readable medium having computer-executable instructions for performing the steps recited in claim 1.

9. A method to select an agent from a plurality of agents of a contact center to service a contact, comprising the steps of:

producing a performance measurement for each agent in the plurality of agents in response to monitoring contact service episodes;

producing a performance predictor for each agent in the plurality of agents in response to administering a test that evaluates at least one of an innate ability and a personality trait;

generating a performance indicator for each agent in the plurality of agents based on a weighted combination of the performance measurement and the performance predictor;

ranking each agent in the plurality 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.

10. The method of claim 9, further comprising the step of determining a state of the contact center,

wherein the selecting step comprises selecting the preferred agent to service the contact according to the preferred agent'"'"'s rank and the state of the contact center.

11. A method to select an agent from a plurality of agents of a contact center to service a contact, comprising:

generating a plurality of performance indicators for each agent in the plurality of agents;

computing an index for each agent in the plurality of agents using the generated plurality of performance indicators as computational inputs; and

selecting a preferred agent to service the contact on the basis of the computed indices.

12. The method of claim 11, wherein generating the plurality of performance indicators comprises:

generating a first performance indicator in response to administering an agent test via computer; and

generating a second performance indicator based on a result achieved during an agent encounter with a contact.

13. The method of claim 11, wherein the computed indices predict each agent'"'"'s relative contribution to the center'"'"'s operational effectiveness.