Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
First Claim
1. A method, comprising:
- obtaining, by one or more computers, agent parameter data for a set of agents that are logged in to a call center;
ranking or percentiling, by the one or more computers, the agents based at least in part on the agent parameter data, to obtain an agent distribution of agent rankings or percentiles;
ranking or percentiling, by the one or more computers, the callers based at least in part on data relating to or predicting a caller propensity for a desired outcome, to obtain a caller distribution of caller rankings or percentiles;
performing distribution compensation, by the one or more computers, using an edge compensation algorithm applied to at least one selected from the group of the distribution of the agent rankings or percentiles and the distribution of the caller rankings or percentiles, near at least one edge of the respective distribution, to obtain edge compensated rankings or percentiles; and
matching, by the one or more computers, a respective one of the agents to a respective one of the callers based at least in part on their respective rankings or percentiles, where at least one of the caller ranking or percentile or the agent ranking or percentile has been distribution compensated.
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Accused Products
Abstract
Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.
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Citations
29 Claims
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1. A method, comprising:
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obtaining, by one or more computers, agent parameter data for a set of agents that are logged in to a call center; ranking or percentiling, by the one or more computers, the agents based at least in part on the agent parameter data, to obtain an agent distribution of agent rankings or percentiles; ranking or percentiling, by the one or more computers, the callers based at least in part on data relating to or predicting a caller propensity for a desired outcome, to obtain a caller distribution of caller rankings or percentiles; performing distribution compensation, by the one or more computers, using an edge compensation algorithm applied to at least one selected from the group of the distribution of the agent rankings or percentiles and the distribution of the caller rankings or percentiles, near at least one edge of the respective distribution, to obtain edge compensated rankings or percentiles; and matching, by the one or more computers, a respective one of the agents to a respective one of the callers based at least in part on their respective rankings or percentiles, where at least one of the caller ranking or percentile or the agent ranking or percentile has been distribution compensated. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system, comprising:
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one or more computers configured with program code that, when executed, causes performance of the steps; obtaining, by the one or more computers, agent parameter data for a set of agents that are logged in to a call center; ranking or percentiling, by the one or more computers, the agents based at least in part on the agent parameter data, to obtain an agent distribution of agent rankings or percentiles; ranking or percentiling, by the one or more computers, the callers based at least in part on data relating to or predicting a caller propensity for a desired outcome, to obtain a caller distribution of caller rankings or percentiles; performing distribution compensation, by the one or more computers, using an edge compensation algorithm applied to at least one selected from the group of the distribution of the agent rankings or percentiles and the distribution of the caller rankings or percentiles, near at least one edge of the respective distribution, to obtain edge compensated rankings or percentiles; and matching, by the one or more computers, a respective one of the agents to a respective one of the callers based at least in part on their respective rankings or percentiles, where at least one of the caller ranking or percentile or the agent ranking or percentile has been distribution compensated. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A program product comprising:
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a non-transitory computer-readable medium configured with computer-readable program code, that when executed, by one or more computers, causes the performance of the steps; obtaining, by the one or more computers, agent parameter data for a set of agents that are logged in to a call center; ranking or percentiling, by the one or more computers, the agents based at least in part on the agent parameter data, to obtain an agent distribution of agent rankings or percentiles; ranking or percentiling, by the one or more computers, the callers based at least in part on data relating to or predicting a caller propensity for a desired outcome, to obtain a caller distribution of caller rankings or percentiles; performing distribution compensation, by the one or more computers, using an edge compensation algorithm applied to at least one selected from the group of the distribution of the agent rankings or percentiles and the distribution of the caller rankings or percentiles, near at least one edge of the respective distribution, to obtain edge compensated rankings or percentiles; and matching, by the one or more computers, a respective one of the agents to a respective one of the callers based at least in part on their respective rankings or percentiles, where at least one of the caller ranking or percentile or the agent ranking or percentile has been distribution compensated.
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Specification