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Call mapping systems and methods using bayesian mean regression (BMR)

  • US 9,025,757 B2
  • Filed: 03/15/2013
  • Issued: 05/05/2015
  • Est. Priority Date: 03/26/2012
  • Status: Active Grant
First Claim
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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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