Matching using agent/caller sensitivity to performance
A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
1. A computer-processor implemented method for pairing in a contact center system comprising:
determining, by at least one computer processor communicatively coupled to the contact center system, a pairing strategy based on correlations between agent performance and contact sensitivity to agent performance; and
establishing, by a routing engine of the contact center system, a communications channel between a first contact and a first agent based upon the pairing strategy, wherein the pairing strategy improves overall performance of the contact center system.
2. The method of claim 1 , wherein the first agent is a high performing agent and the first contact has high sensitivity to agent performance.
3. The method of claim 1 , wherein the first agent is a low-performing agent, and the first contact has low sensitivity to agent performance.
4. The method of claim 1 , wherein a successful outcome is predicted for the first contact when paired with either a high-performing agent or a low-performing agent.
5. The method of claim 1 , wherein an unsuccessful outcome is predicted for the first contact when paired with either a high-performing agent or a low-performing agent.
6. The method of claim 1 , wherein a successful outcome is predicted for the first contact when paired with a high-performing agent, and wherein an unsuccessful outcome is predicted for the first contact when paired with a low-performing agent.
7. The method of claim 1 , wherein a higher-performing agent than the first agent is unlikely to result in a better outcome for the first contact and is reserved for a subsequent pairing with a more influenceable future contact.
8. The method of claim 1 , wherein a lower-performing agent than the first agent is likely to result in a worse outcome for the first contact and is reserved for a subsequent pairing with a less influenceable future contact.
9. A system for pairing in a contact center system comprising:
at least one computer processor communicatively coupled to the contact center system, wherein the at least one computer processor is further configured to:
determine a pairing strategy based on correlations between agent performance and contact sensitivity to agent performance; and
establish, by a routing engine of the contact center system, a communications channel between a first contact and a first agent based upon the pairing strategy, wherein the pairing strategy improves overall performance of the contact center system.
10. The system of claim 9 , wherein the first agent is a high performing agent and the first contact has high sensitivity to agent performance.
11. The system of claim 9 , wherein the first agent is a low-performing agent, and the first contact has low sensitivity to agent performance.
12. The system of claim 9 , wherein a successful outcome is predicted for the first contact when paired with either a high-performing agent or a low-performing agent.
13. The system of claim 9 , wherein an unsuccessful outcome is predicted for the first contact when paired with either a high-performing agent or a low-performing agent.
14. The system of claim 9 , wherein a successful outcome is predicted for the first contact when paired with a high-performing agent, and wherein an unsuccessful outcome is predicted for the first contact when paired with a low-performing agent.
15. The system of claim 9 , wherein a higher-performing agent than the first agent is unlikely to result in a better outcome for the first contact and is reserved for a subsequent pairing with a more influenceable future contact.
16. The system of claim 9 , wherein a lower-performing agent than the first agent is likely to result in a worse outcome for the first contact and is reserved for a subsequent pairing with a less influenceable future contact.
17. An article of manufacture for pairing 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 at least one computer processor communicatively coupled to the contact center system and thereby cause the at least one computer processor to operate so as to:
determine a pairing strategy based on correlations between agent performance and contact sensitivity to agent performance; and
establish, by a routing engine of the contact center system, a communications channel between a first contact and a first agent based upon the pairing strategy, wherein the pairing strategy improves overall performance of the contact center system.
18. The article of manufacture of claim 17 , wherein the first agent is a high performing agent and the first contact has high sensitivity to agent performance.
19. The article of manufacture of claim 17 , wherein the first agent is a low-performing agent, and the first contact has low sensitivity to agent performance.
20. The article of manufacture of claim 17 , wherein a successful outcome is predicted for the first contact when paired with either a high-performing agent or a low-performing agent.
21. The article of manufacture of claim 17 , wherein an unsuccessful outcome is predicted for the first contact when paired with either a high-performing agent or a low-performing agent.
22. The article of manufacture of claim 17 , wherein a successful outcome is predicted for the first contact when paired with a high-performing agent, and wherein an unsuccessful outcome is predicted for the first contact when paired with a low-performing agent.
23. The article of manufacture of claim 17 , wherein a higher-performing agent than the first agent is unlikely to result in a better outcome for the first contact and is reserved for a subsequent pairing with a more influenceable future contact.
24. The article of manufacture of claim 17 , wherein a lower-performing agent than the first agent is likely to result in a worse outcome for the first contact and is reserved for a subsequent pairing with a less influenceable future contact.