Call mapping systems and methods using bayesian mean regression (BMR)
First Claim
1. A method, comprising:
- determining or obtaining or receiving, by one or more computers, a distribution of real agent performance from previous real agent performance data for a respective skill k in a set of skills;
determining, by the one or more computers, a set of hypothetical agents with respective hypothetical agent performances APi ranging from a worst performance to a best performance for the respective skill k;
calculating for each of the set of hypothetical agents, by the one or more computers, a posterior distribution taking into account actual results of a respective actual agent in each of the set of skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances APi, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents;
wherein the calculating the posterior distribution comprises;
calculating for each hypothetical agent, i, in the set of hypothetical agents, by the one or more computers, for a first skill k in the set of skills and the hypothetical agent performance APi for the respective hypothetical agent, i, a probability of evidence POEik that the respective hypothetical agent i would obtain S sales on N calls, that the respective actual agent in that skill k obtained; and
calculating, by the one or more computers, a total probability TPi for the hypothetical agent i, comprising multiplying APi for the hypothetical agent by the POEik for each skill k for the hypothetical agent i;
determining, by the one or more computers, one of the hypothetical agents with a better value of total probability TP as the respective actual agent'"'"'s most probable global performance;
andconnecting, by the one or more computers, the respective actual agent to one of a set of callers based at least in part on the respective actual agent'"'"'s most probable performance.
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Accused Products
Abstract
A method, system and program product, the method comprising: determining a distribution of real agent performance from previous real agent performance data; determining a set of hypothetical agents with respective hypothetical agent performances APi ranging from a worst performance to a best performance; calculating for each of the set of hypothetical agents a posterior distribution taking into account actual results of a respective actual agent in multiple skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances APi, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents; repeating calculating the posterior distribution steps for multiple of the hypothetical agents to obtain the respective total probabilities for the respective hypothetical agents; determining one hypothetical agent with a better value of total probability as the actual agent'"'"'s most probable global performance. This method may also be applied to obtain caller global propensity.
329 Citations
24 Claims
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1. A method, comprising:
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determining or obtaining or receiving, by one or more computers, a distribution of real agent performance from previous real agent performance data for a respective skill k in a set of skills; determining, by the one or more computers, a set of hypothetical agents with respective hypothetical agent performances APi ranging from a worst performance to a best performance for the respective skill k; calculating for each of the set of hypothetical agents, by the one or more computers, a posterior distribution taking into account actual results of a respective actual agent in each of the set of skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances APi, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents; wherein the calculating the posterior distribution comprises; calculating for each hypothetical agent, i, in the set of hypothetical agents, by the one or more computers, for a first skill k in the set of skills and the hypothetical agent performance APi for the respective hypothetical agent, i, a probability of evidence POEik that the respective hypothetical agent i would obtain S sales on N calls, that the respective actual agent in that skill k obtained; and calculating, by the one or more computers, a total probability TPi for the hypothetical agent i, comprising multiplying APi for the hypothetical agent by the POEik for each skill k for the hypothetical agent i; determining, by the one or more computers, one of the hypothetical agents with a better value of total probability TP as the respective actual agent'"'"'s most probable global performance; and connecting, by the one or more computers, the respective actual agent to one of a set of callers based at least in part on the respective actual agent'"'"'s most probable performance. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method, comprising:
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determining or obtaining or receiving, by one or more computers, a distribution of real caller propensity from previous real caller propensity data for a respective caller partition in a set of caller partitions; determining, by the one or more computers, a set of hypothetical callers with respective hypothetical caller propensities CPi ranging from a worst propensity to a best propensity; calculating for each of the set of hypothetical callers, by the one or more computers, a posterior distribution taking into account actual results of a respective actual caller in multiple of the caller partitions, using the distribution of real caller propensity and the set of hypothetical callers with respective hypothetical caller propensities CPi, to obtain a total probability for each hypothetical caller of the set of the respective hypothetical callers; wherein the calculating the posterior distribution comprises; calculating for each hypothetical caller, i, in the set of hypothetical callers, by the one or more computers, for a first partition in the set of caller partitions and the hypothetical caller propensity CPi for the respective hypothetical caller, i, a probability of evidence POEik that the respective hypothetical caller i would have S sales, that the respective actual caller in that partition k had; and calculating, by the one or more computers, a total probability TPi for the hypothetical caller i, comprising multiplying CPi for the hypothetical caller by the POEik for each partition k for the hypothetical caller i; determining, by the one or more computers, one of the hypothetical callers with a better value of total probability TP as the respective actual callers'"'"'s most probable global propensity; and connecting, by the one or more computers, an agent to the respective actual caller based at least in part on the actual callers'"'"'s most probable performance. - View Dependent Claims (11, 12)
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13. A system, comprising:
one or more computers configured with program code that, when executed, causes performance of the following steps; determining or obtaining or receiving, by the one or more computers, a distribution of real agent performance from previous real agent performance data for a respective skill k in a set of skills; determining, by the one or more computers, a set of hypothetical agents with respective hypothetical agent performances APi ranging from a worst performance to a best performance for the respective skill k; calculating for each of the set of hypothetical agents, by the one or more computers, a posterior distribution taking into account actual results of a respective actual agent in the set of skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances APi, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents; wherein the calculating the posterior distribution step comprises; calculating for each hypothetical agent, i, in the set of hypothetical agents, by the one or more computers, for a first skill k in the set of skills and the hypothetical agent performance APi for the respective hypothetical agent, i, a probability of evidence POEik that the respective hypothetical agent i would obtain S sales on N calls, that the respective actual agent in that skill k obtained; and calculating, by the one or more computers, a total probability TPi for the hypothetical agent i, comprising multiplying APi for the hypothetical agent by the POEik for each skill k for the hypothetical agent i; determining, by the one or more computers, one of the hypothetical agents with a better value of total probability TP as the respective actual agent'"'"'s most probable global performance; and connecting, by the one or more computers, the respective actual agent to one of a set of callers based at least in part on the respective actual agent'"'"'s most probable performance. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21)
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22. A system, comprising:
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one or more computers configured with program code that, when executed, causes performance of the following steps; determining or obtaining or receiving, by the one or more computers, a distribution of real caller propensity from previous real caller propensity data for a respective caller partition in a set of caller partitions; determining, by the one or more computers, a set of hypothetical callers with respective hypothetical caller propensities CPi ranging from a worst propensity to a best propensity; calculating for each of the set of hypothetical callers, by the one or more computers, a posterior distribution taking into account actual results of a respective actual caller in multiple of the caller partitions, using the distribution of real caller propensity and the set of hypothetical callers with respective hypothetical caller propensities CPi, to obtain a total probability for each hypothetical caller of the set of the respective hypothetical callers; wherein the calculating the posterior distribution step comprises; calculating for each hypothetical caller, i, in the set of hypothetical callers, by the one or more computers, for a first partition in the set of caller partitions and the hypothetical caller propensity CPi for the respective hypothetical caller i a probability of evidence POEik that the respective hypothetical caller i would have S sales, that the respective actual caller in that partition k had; and calculating, by the one or more computers, a total probability TPi for the hypothetical caller i, comprising multiplying CPi for the hypothetical caller by the POEik for each partition k for the hypothetical caller i; determining, by the one or more computers, one of the hypothetical callers with a better value of total probability TP as the respective actual callers'"'"'s most probable global propensity; and connecting, by the one or more computers, an agent to the respective actual caller based at least in part on the respective actual callers'"'"'s most probable performance. - View Dependent Claims (23, 24)
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Specification