Optimizing call-center performance by using predictive data to distribute calls among agents

• US 6,173,053 B1
• Filed: 04/09/1998
• Issued: 01/09/2001
• Est. Priority Date: 04/09/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Bogart, Frank J., Skarzynski, Stephen L., Flockhart, Andrew D., Kohler, Joylee E., Mathews, Eugene P., Foster, Robin H.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Deane, Jr., William J.
• Application Number:
  US09/057,842
• Time in Patent Office: 1,006 Days
• Field of Search: 379/265, 379/266, 379/309, 379/211
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Selection of a call-center agent (106-108) to handle a call is based on which available agent'"'"'s handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the is call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent'"'"'s service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.

Claims

1. A method of selecting a call handler to handle a call, comprising the steps of:

a) in response to availability of a call of an individual one of a plurality of types, selecting an available one of a plurality of call handlers who has a best performance characteristic score for the individual call type, to handle the call, including retrieving from a service profile comprising present values of a plurality of service metrics for the individual call type for each agent who is available to handle a call of the individual type the service metrics for the individual call type;

obtaining a performance characteristic score for each of said available agents by using the retrieved present values of the plurality of service metrics of each said available agents in one of a plurality of formulas, each corresponding to a different call type, that corresponds to the individual call type, and

selecting one of the available agents who has a best said score to handle the call;

b) in response to completion of handling of the call by the one call handler, evaluating the one call handler'"'"'s performance in handling the call; and

c) modifying the values of the one call handler'"'"'s service metrics for the individual call type by the valuation of the one call handler'"'"'s performance in handling the call to obtain new present values of the service metrics for the individual call type for the one call handler.

2. The method of claim 1 wherein:

the step of obtaining comprises the step of

combining the retrieved values of the plurality of service metrics of the service profile of each said available agent according to said one formula into the score.

3. The method of claim 2 wherein:

the step of evaluating comprises the step of

measuring individual said service metrics of the service profile of the one call handler in handling the call, to obtain measured values;

the step of modifying comprises the steps of

combining the measured values of the service metrics with the values of the service metrics of the service profile to obtain new values of the service metrics of the service profile.

4. The method of claim 3 wherein:

the step of combining comprises the steps of

weighting the measured values of the service metrics relative to the values of the service metrics of the service profile; and

combining the weighted measured values with the values of the service metrics of the service profile to obtain new values of the service metrics of the service profile.

5. The method of claim 1 wherein:

the performance characteristic score indicates efficiency of the one call handler in handling a call of the individual type.

6. The method of claim 1 wherein:

the performance characteristic score indicates benefit generated by the call handler in handling a call of the individual type.

7. The method of claim 6 wherein:

the benefit comprises revenue.

8. The method of claim 1 wherein:

the service metrics of the service profile comprise at least one of efficiency, generated benefit, customer satisfaction, and call handler satisfaction.

9. An apparatus that performs the method of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8.

10. A computer readable medium containing software which, when executed in a computer, causes the computer to perform the steps of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8.

11. The method of claim 1 wherein:

the step of selecting comprises the steps of

computing a call score for said individual call type, and

selecting one of the available agents whose performance characteristic score best matches the call score of said call type.

12. The method of claim 1 wherein:

the step of selecting comprises the steps of

computing a call score for the call of the individual call type, and

selecting one of the available agents whose performance characteristic score best matches the call score.

13. A method of selecting a call handler to handle a call, comprising the steps of:

in response to availability of a call of an individual one of a plurality of types, selecting an available one of a plurality of call handlers who has a best performance characteristic score for the individual call type to handle the call, including

retrieving from a service profile, comprising present values of a plurality of service metrics for the individual call type for each agent who is available to handle a call of the individual type, the service metrics for the individual call type;

obtaining a performance characteristic score for each of said available agents by combining the retrieved present values of the plurality of service metrics of each said available agent;

obtaining a call score for the call by combining present values of a plurality of characteristics of the call; and

selecting one of the available call handlers who has a characteristic score that best corresponds to the call'"'"'s score to handle the call.

14. The method of claim 13 wherein:

the step of obtaining a performance characteristic comprises the step of

using the retrieved present values of the plurality of service metrics of each said available agent in one of a plurality of formulas, each corresponding to a different call type, that corresponds to the individual call type.