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Matching using agent/caller sensitivity to performance

  • US 9,020,137 B2
  • Filed: 09/24/2013
  • Issued: 04/28/2015
  • Est. Priority Date: 09/24/2012
  • Status: Active Grant
First Claim
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1. A method of operating a call center, comprising:

  • obtaining for each call in one set of calls, by one or more computers, a respective pattern representing multiple different respective data fields;

    obtaining, by the one or more computers, performance data for the respective patterns of the calls, comprising for each of the patterns a set of data for historical caller-agent matches for that pattern with the data comprising a result and a historical agent performance of a historical agent handling the respective caller-agent match;

    correlating, by the one or more computers, the result to the historical agent performance for the caller-agent matches for the respective pattern to obtain a correlation;

    obtaining, by the one or more computers, performance data for respective agents in a set of agents;

    determining, by the one or more computers, a pattern performance sensitivity to agent performance for each of the respective patterns based at least in part on the respective correlation of the set of data from the historical caller-agent matches; and

    matching, by the one or more computers, a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the one agent and on the pattern performance sensitivity to agent performance for the pattern of the respective call.

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