Matching using agent/caller sensitivity to performance
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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Abstract
A method, system and program product, the method comprising: obtaining for calls in one set of calls a respective pattern representing one or multiple different respective data fields; obtaining performance data for the respective patterns of the calls; performance data for agents in a set of agents; determining pattern performance sensitivity to agent performance comprising the pattern performance data correlated to agent performance data; matching 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 respective call.
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Citations
25 Claims
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1. A method of operating a call center, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 20, 21, 22, 23, 24)
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6. A method of operating a call center, comprising:
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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; obtaining, by the one or more computers, performance data for respective agents in a set of agents; determining or obtaining, by the one or more computers, pattern performance sensitivity to agent performance for each of the patterns, computed for each pattern based at least in part on a correlation of results and historical agent performance for historical caller-agent matches for the respective pattern; grouping, by the one or more computers, the patterns for the one set of calls into at least two groups comprising one group with performance data in a first range and a different group with performance data in a second range; matching for the one group of the calls, by the one or more computers, a respective one of the agents from the set of agents to one of the calls in the one group based at least in part on the performance data for the one agent and the performance data for the pattern of the one call in the one group; and matching for the different group of the calls, by the one or more computers, a different agent from the set of agents to one of the calls in the different group based at least in part on the performance data for the different agent and the pattern performance sensitivity to agent performance for the respective pattern for the call in the different group. - View Dependent Claims (7, 8, 9, 10, 11, 12, 13)
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14. A system of operating a call center, comprising:
one or more computers configured with the following components; a call data extractor component for obtaining for each call in a set of calls a respective pattern representing multiple different respective data fields; a call pattern performance extractor for obtaining 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; an agent performance extractor component for obtaining performance data for respective agents in a set of agents; a call sensitivity to agent performance correlation engine configured for determining pattern performance sensitivity to the agent performance comprising; 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; 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 a matching engine configured for matching 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. - View Dependent Claims (15, 25)
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16. A system of operating a call center, comprising:
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one or more computers configured with the following components; a call data extractor component for obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; a call pattern performance extractor for obtaining performance data for the respective patterns of the calls; an agent performance extractor component for obtaining performance data for respective agents in a set of agents; a call sensitivity to agent performance correlation engine configured for determining or obtaining pattern performance sensitivity to the agent performance for each of the patterns, computed for each pattern based at least in part on a correlation of results and historical agent performance for historical caller-agent matches for the respective pattern; a grouping engine configured for grouping the patterns for the one set of calls into at least two groups comprising one group with performance data in a first range and a different group with performance data in a second range; a first matching engine configured for matching a respective one of the agents from the set of agents to one of the calls in the one group based at least in part on the performance data for the one agent and the performance data for the pattern of the one call in the one group; and a second matching engine configured for matching a different agent from the set of agents to one of the calls in the different group based at least in part on the performance data for the different agent and the pattern performance sensitivity to agent performance for the respective pattern for the call in the different group. - View Dependent Claims (17, 18, 19)
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Specification