Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
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 configured to operate in the contact center system, a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue of the contact center system for connection to one of a plurality of agents assigned to the queue of the contact center system;
adjusting, by the at least one computer processor, the initial normalized ranking according to a time effects compensation to generate an adjusted normalized ranking, wherein the time effects compensation compensates for a first time shift of the plurality of agents appearing to have a higher performance rate than a second time shift of the plurality of agents, wherein the higher performance rate is attributable at least in part to a higher conversion rate among contacts arriving during the first time shift than contacts arriving during the second time shift; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between one of the plurality of contacts and one of the plurality of agents using a pattern matching algorithm based on the adjusted normalized ranking.
2. The method of claim 1 , wherein the time effects compensation compensates for at least one of variations in performance rates during a day, during a week, during a month, or during a year.
3. The method of claim 1 , wherein the time effects compensation compensates for at least one of variations in performance rates during a holiday season, during an economic cycle, or during a marketing campaign.
4. The method of claim 1 , wherein the adjusting according to the time effects compensation comprises:
determining, by the at least one computer processor, an epoch average performance for the epoch in which a given contact occurs; and
adjusting, by the at least one computer processor, the initial normalized ranking for the given contact based on the epoch average performance.
5. The method of claim 1 , wherein the adjusting according to the time effects compensation comprises:
determining, by the at least one computer processor, a plurality of microskills for a plurality of epochs based on the time effects compensation,
wherein the pattern matching algorithm applies a given microskill of the plurality of microskills for the plurality of agents based on in which epoch of the plurality of epochs a given contact occurs.
6. The method of claim 5 , wherein an agent is assigned a microskill for each hour of the day or for each day of the week.
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 at least one computer processor is further configured to:
determine a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue of the contact center system for connection to one of a plurality of agents assigned to the queue of the contact center system;
adjust the initial normalized ranking according to a time effects compensation to generate an adjusted normalized ranking, wherein the time effects compensation compensates for a first time shift of the plurality of agents appearing to have a higher performance rate than a second time shift of the plurality of agents, wherein the higher performance rate is attributable at least in part to a higher conversion rate among contacts arriving during the first time shift than contacts arriving during the second time shift; and
establish, in a switch of the contact center system, a connection between one of the plurality of contacts and one of the plurality of agents using a pattern matching algorithm based on the adjusted normalized ranking.
8. The system of claim 7 , wherein the time effects compensation compensates for at least one of variations in performance rates during a day, during a week, during a month, or during a year.
9. The system of claim 7 , wherein the time effects compensation compensates for at least one of variations in performance rates during a holiday season, during an economic cycle, or during a marketing campaign.
10. The system of claim 7 , wherein the at least one computer processor is further configured to adjust according to the time effects compensation by:
determining an epoch average performance for the epoch in which a given contact occurs; and
adjusting the initial normalized ranking for the given contact based on the epoch average performance.
11. The system of claim 7 , wherein the at least one computer processor is further configured to adjust according to the time effects compensation by:
determining a plurality of microskills for a plurality of epochs based on the time effects compensation,
wherein the pattern matching algorithm applies a given microskill of the plurality of microskills for the plurality of agents based on in which epoch of the plurality of epochs a given contact occurs.
12. The system of claim 11 , wherein an agent is assigned a microskill for each hour of the day or for each day of the week.
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 plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue of the contact center system for connection to one of a plurality of agents assigned to the queue of the contact center system;
adjust the initial normalized ranking according to a time effects compensation to generate an adjusted normalized ranking, wherein the time effects compensation compensates for a first time shift of the plurality of agents appearing to have a higher performance rate than a second time shift of the plurality of agents, wherein the higher performance rate is attributable at least in part to a higher conversion rate among contacts arriving during the first time shift than contacts arriving during the second time shift; and
establish, in a switch of the contact center system, a connection between one of the plurality of contacts and one of the plurality of agents using a pattern matching algorithm based on the adjusted normalized ranking.
14. The article of manufacture of claim 13 , wherein the time effects compensation compensates for at least one of variations in performance rates during a day, during a week, during a month, or during a year.
15. The article of manufacture of claim 13 , wherein the time effects compensation compensates for at least one of variations in performance rates during a holiday season, during an economic cycle, or during a marketing campaign.
16. The article of manufacture of claim 13 , wherein the at least one computer processor is further caused to operate so as to:
determine an epoch average performance for the epoch in which a given contact occurs; and
adjust the initial normalized ranking for the given contact based on the epoch average performance.
17. The article of manufacture of claim 13 , wherein the at least one computer processor is further caused to operate so as to:
determine a plurality of microskills for a plurality of epochs based on the time effects compensation,
wherein the pattern matching algorithm applies a given microskill of the plurality of microskills for the plurality of agents based on in which epoch of the plurality of epochs a given contact occurs.