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Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation

  • US 9,686,411 B2
  • Filed: 06/30/2015
  • Issued: 06/20/2017
  • Est. Priority Date: 03/26/2012
  • Status: Active Grant
First Claim
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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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