Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
Inventors
Spottiswoode, S. James P. • Chishti, Zia
Assignees
Afiniti Ai Ltd • Afiniti AI Holdings LLC • Orix Growth Capital LLC
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Publication Number
US-10142479-B2
Publication Date
2018-11-27
Expiration Date
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.
Core Innovation
The invention in a contact center system identifies a plurality of contacts with an order according to an initial normalized ranking, where each contact is waiting in a queue for connection to one of a plurality of agents assigned to the queue. The invention then rescales the initial normalized ranking of the plurality of contacts while maintaining the order of the contacts and maintaining the agents assigned to the queue, and the rescaling changes an expected waiting time of at least one contact for connection to an agent.
The invention further establishes, in a switch of the contact center system, a connection between one contact and one agent based upon the rescaled ranking. The rescaled ranking is used to optimize performance of the contact center system attributable to the rescaled ranking, and the rescaling can be constrained by determining initial normalized-score ranges and adjusted normalized-score ranges used for the rescaling while maintaining the order of the contacts.
The invention also includes refinements in which the rescaling changes expected waiting time comparisons across contacts and can increase uniformity. The rescaling reduces an expected waiting time of a highest-scored contact compared with a middle-scored contact, and the rescaling reduces an expected waiting time of a lowest-scored contact compared with a middle-scored contact. The adjusted normalized-score range can depend on the number of contacts waiting for an agent.
Claims Coverage
Independent claims cover a method, a contact-center system, and an article of manufacture that identify queued contacts, apply an initial normalized ranking, rescale the ranking without changing contact order or agent assignments, and establish switch connections based on the rescaled ranking to optimize performance. The independent claims emphasize rescaling-driven changes to expected waiting time and, via dependent limitations, comparative and uniformity effects plus score-range determinations.
Rescaling initial normalized ranking for expected waiting time
Identifying a plurality of contacts with an order according to an initial normalized ranking while contacts are waiting in a queue for connection to one of a plurality of agents assigned to the queue; rescaling the initial normalized ranking while maintaining the order of the contacts and maintaining the agents assigned to the queue such that rescaling changes an expected waiting time of at least one contact for connection to an agent.
Switch connection established based on rescaled ranking to optimize performance
Establishing, in a switch of the contact center system, a connection between one contact and one agent based upon the rescaled ranking to optimize performance of the contact center system attributable to the rescaled ranking.
Computer-executable instructions to perform ranking rescaling and switching
An article of manufacture having a non-transitory computer processor readable medium and instructions that cause a computer processor to identify queued contacts with an order according to an initial normalized ranking, rescale the initial normalized ranking while maintaining contact order and agent assignments such that rescaling changes an expected waiting time of at least one contact, and establish a connection in a switch based upon the rescaled ranking to optimize performance.
Across the independent claims, the core coverage is the same: queued contacts are initially normalized-ranked, the ranking is rescaled without changing contact order or the assigned agents, the rescaling changes expected waiting time, and the switch establishes connections based on the rescaled ranking to optimize contact-center performance. Dependent claims provide additional inventive feature constraints including initial versus adjusted normalized score ranges, dependency of the adjusted range on the number of contacts waiting per agent, comparative expected waiting time reductions, and increased uniformity of expected waiting times.
Stated Advantages
Optimizing performance of the contact center system attributable to the rescaled ranking.
Documented Applications
No documented applications found
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