CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

• US 20150304497A1
• Filed: 06/30/2015
• Published: 10/22/2015
• Est. Priority Date: 03/26/2012
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Satmap International Holdings, Ltd.
• Inventors: SPOTTISWOODE, S. James P., CHISHTI, Zia
• Granted Patent: US 10,142,479 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/23 Updating
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: Y04S 10/50 Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications

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.

Claims

1. A method for handling contacts and agents in a contact center system comprising:

identifying a plurality of contacts with an order according to an initial scoring; and

rescoring the plurality of contacts while maintaining the order of the plurality of contacts.

2. The method of claim 1, further comprising:

determining an initial range of scores for the initial scoring; and

determining an adjusted range of scores for the rescoring.

3. The method of claim 2, wherein the adjusted range of scores is a function of a number of contacts that are waiting for an agent.

4. The method of claim 1, wherein the rescoring normalizes a distribution of scores of the plurality of contacts.

5. The method of claim 1, wherein the rescoring decreases an expected waiting time of a highest-scored contact relative to a middle-scored contact.

6. The method of claim 5, wherein the rescoring decreases an expected waiting time of a lowest-scored contact relative to a middle-scored contact.

7. The method of claim 5, wherein the rescoring increases a uniformity of expected waiting times of the plurality of contacts relative to initial expected waiting times of the plurality of contacts.

8. A system for handling contacts and agents in a contact center system comprising:

a processor communicatively coupled to the contact center system, wherein the processor is configured to;

identify a plurality of contacts with an order according to an initial scoring; and

rescore the plurality of contacts while maintaining the order of the plurality of contacts.

9. The system of claim 8, further comprising:

determine an initial range of scores for the initial scoring; and

determine an adjusted range of scores for the rescoring.

10. The system of claim 9, wherein the adjusted range of scores is a function of a number of contacts that are waiting for an agent.

11. The system of claim 8, wherein the rescoring normalizes a distribution of scores of the plurality of contacts.

12. The system of claim 8, wherein the rescoring decreases an expected waiting time of a highest-scored contact relative to a middle-scored contact.

13. The system of claim 12, wherein the rescoring decreases an expected waiting time of a lowest-scored contact relative to a middle-scored contact.

14. The system of claim 12, wherein the rescoring increases a uniformity of expected waiting times of the plurality of contacts relative to initial expected waiting times of the plurality of contacts.

15. An article of manufacture for handling contacts and agents in a contact center system comprising:

a non-transitory processor readable medium; and

instructions stored on the medium;

wherein the instructions are configured to be readable from the medium by a processor communicatively coupled to the contact center system and thereby cause the processor to operate so as to;

identify a plurality of contacts with an order according to an initial scoring; and

rescore the plurality of contacts while maintaining the order of the plurality of contacts.

16. The article of manufacture of claim 15, further comprising:

determine an initial range of scores for the initial scoring; and

determine an adjusted range of scores for the rescoring.

17. The article of manufacture of claim 16, wherein the adjusted range of scores is a function of a number of contacts that are waiting for an agent.

18. The article of manufacture of claim 15, wherein the rescoring normalizes a distribution of scores of the plurality of contacts.

19. The article of manufacture of claim 15, wherein the rescoring decreases an expected waiting time of a highest-scored contact relative to a middle-scored contact.

20. The article of manufacture of claim 19, wherein the rescoring decreases an expected waiting time of a lowest-scored contact relative to a middle-scored contact.