Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
View Patent ↗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.
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.
2. The method of claim 1 , wherein an expected utilization of each of the plurality of available agents is substantially uniform before adjusting the first agent-selection likelihood and the second agent-selection likelihood.
3. The method of claim 1 , wherein the adjusting further comprises:
adjusting, by the at least one computer processor, an expected utilization of each of the plurality of available agents by rescaling the rank of each of the plurality of available agents.
4. The method of claim 1 , wherein adjusting the first agent-selection likelihood relative to the second agent-selection likelihood further comprises:
adjusting, by the at least one computer processor, the rank of each of the plurality of available agents using an exponential function of the substantially uniformly distributed percentile ranking.
5. The method of claim 1 , further comprising decreasing, by the at least one computer processor, a first expected wait time of the higher-ranked agent relative to a second expected wait time of the lower-ranked agent.
6. The method of claim 1 , further comprising:
determining, by the at least one computer processor, an agent utilization requirement of the contact center system; and
decreasing, by the at least one computer processor, a uniformity of an expected utilization for each of the plurality of available agents while complying with the agent utilization requirement of the contact center system.
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.
8. The system of claim 7 , wherein an expected utilization of each of the plurality of available agents is substantially uniform before adjusting the first agent-selection likelihood and the second agent-selection likelihood.
9. The system of claim 7 , wherein the at least one computer processor is further configured to adjust an expected utilization of each of the plurality of available agents by rescaling the rank of each of the plurality of available agents.
10. The system of claim 7 , wherein adjusting the first agent-selection likelihood relative to the second agent-selection likelihood comprises adjusting the rank of each of the plurality of available agents using an exponential function of the substantially uniformly distributed percentile ranking.
11. The system of claim 7 , wherein the at least one computer processor is further configured to decrease a first expected wait time of the higher-ranked agent relative to a second expected wait time of the lower-ranked agent.
12. The system of claim 7 , wherein the at least one computer processor is further configured to:
determine an agent utilization requirement of the contact center system; and
decrease a uniformity of an expected utilization for each of the plurality of available agents while complying with the agent utilization requirement of the contact center system.
13. An article of manufacture for handling contacts and agents in a contact center system comprising:
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.
14. The article of manufacture of claim 13 , wherein an expected utilization of each of the plurality of available agents is substantially uniform before adjusting the first agent-selection likelihood and the second agent-selection likelihood.
15. The article of manufacture of claim 13 , wherein the at least one computer processor is further caused to operate so as to adjust an expected utilization of each of the plurality of available agents by rescaling the rank of each of the plurality of available agents.
16. The article of manufacture of claim 13 , wherein adjusting the first agent-selection likelihood relative to the second agent-selection likelihood comprises adjusting the rank of each of the plurality of available agents using an exponential function of the substantially uniformly distributed percentile ranking.
17. The article of manufacture of claim 13 , wherein the at least one computer processor is further caused to operate so as to decrease a first expected wait time of the higher-ranked agent relative to a second expected wait time of the lower-ranked agent.
18. The article of manufacture of claim 13 , wherein the at least one computer processor is further caused to operate so as to:
determine an agent utilization requirement of the contact center system; and
decrease a uniformity of an expected utilization for each of the plurality of available agents while complying with the agent utilization requirement of the contact center system.