Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
First Claim
1. A method for handling contacts and agents in a contact center system comprising:
- determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a rank for each of a plurality of available agents using a model based on outcomes of previous agent-contact pairings;
adjusting, by the at least one computer processor and before an arrival of a next available contact, a first agent-selection likelihood that a higher-ranked agent of the plurality of available agents will be selected for connection to the next available contact in the contact center system relative to a second agent-selection likelihood that a lower-ranked agent of the plurality of available agents will be selected for connection to the next available contact in the contact center system; and
selecting, by the at least one computer processor and after the arrival of the next available contact, the lower-ranked agent or the higher-ranked agent for connection to the next available contact in the contact center system to optimize performance of the contact center system without necessarily optimizing performance of each contact-agent connection selection.
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Accused Products
Abstract
Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.
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Citations
18 Claims
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1. A method for handling contacts and agents in a contact center system comprising:
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determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a rank for each of a plurality of available agents using a model based on outcomes of previous agent-contact pairings; adjusting, by the at least one computer processor and before an arrival of a next available contact, a first agent-selection likelihood that a higher-ranked agent of the plurality of available agents will be selected for connection to the next available contact in the contact center system relative to a second agent-selection likelihood that a lower-ranked agent of the plurality of available agents will be selected for connection to the next available contact in the contact center system; and selecting, by the at least one computer processor and after the arrival of the next available contact, the lower-ranked agent or the higher-ranked agent for connection to the next available contact in the contact center system to optimize performance of the contact center system without necessarily optimizing performance of each contact-agent connection selection. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for handling contacts and agents in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the computer processor is further configured to; determine a rank for each of a plurality of available agents using a model based on outcomes of previous agent-contact pairings; adjust, before an arrival of a next available contact, a first agent-selection likelihood that a higher-ranked agent of the plurality of available agents will be selected for connection to the next available contact in the contact center system relative to a second agent-selection likelihood that a lower-ranked agent of the plurality of available agents will be selected for connection to the next available contact in the contact center system; and select, after the arrival of the next available contact, the lower-ranked agent or the higher-ranked agent for connection to the next available contact in the contact center system to optimize performance of the contact center system without necessarily optimizing performance of each contact-agent connection selection. - View Dependent Claims (8, 9, 10, 11, 12)
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13. An article of manufacture for handling contacts and agents in a contact center system comprising:
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a non-transitory computer processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to; determine a rank for each of a plurality of available agents using a model based on outcomes of previous agent-contact pairings; adjust, before an arrival of a next available contact, a first agent-selection likelihood that a higher-ranked agent of the plurality of available agents will be selected for connection to the next available contact in the contact center system relative to a second agent-selection likelihood that a lower-ranked agent of the plurality of available agents will be selected for connection to the next available contact in the contact center system; and select, after the arrival of the next available contact, the lower-ranked agent or the higher-ranked agent for connection to the next available contact in the contact center system to optimize performance of the contact center system without necessarily optimizing performance of each contact-agent connection selection. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification