Grouping of contact center agents
Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.
1. A method of assigning contact center agents to groups, the method performed by a processor in a computing system of a contact center, comprising the steps of:
(a) maintaining, for a set of contact center agents associated with a contact center, performance data relating to the activities of the contact center agents;
(b) specifying one or more performance metrics against which the performance data of the contact center agents may be evaluated by specifying a number, n, of performance metrics P in numerical form as a set of values (p 1 , p 2 , . . . p n ), and further comprising expressing, for each of the plurality of agents, a corresponding set of performance data Q in numerical form as a set of values (q 1 , q 2 , . . . q n );
(c) determining an evaluation score for each of a plurality of the contact center agents against the performance metric(s) based on the performance data by evaluating for each agent the expression:
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wherein c i represents a weighting constant; and
(d) assigning the plurality of contact center agents among a plurality of agent groups according to each agent's respective evaluation score.
2. The method of claim 1 , wherein the step of specifying one or more performance metrics comprises creating an agent profile having a desired set of characteristics expressed as the one or more performance metrics, and wherein the step of determining an evaluation score evaluates the extent to which each of the plurality of agents matches that agent profile.
3. The method of claim 2 , wherein the agent profile is based on performance data for an agent of the contact center.
4. The method of claim 1 , further comprising the steps of: updating the performance data for the set of agents over time; and repeating steps (c) and (d) to thereby dynamically update the assignment of agents among agent groups to take into account the updated performance data.
5. The method of claim 1 , wherein the step of assigning the plurality of contact center agents among a plurality of agent groups comprises selecting, from a ranked list of the evaluation scores, a subset of consecutively ranked scores, and assigning to a group those agents represented by the subset.
6. The method of claim 5 , wherein the step of assigning the plurality of contact center agents among a plurality of agent groups comprises maintaining a set of M agent groups and dividing the ranked list of the evaluation scores into M subsets, each subset comprising a number of consecutively ranked scores, and assigning to each of the M agent groups those agents represented by one of the M subsets of consecutively ranked scores.
7. The method of claim 1 , further comprising the step of defining a size of one or more of the agent groups and assigning to the one or more of the agent groups a number of agents in accordance with the defined size.
8. The method of claim 7 , wherein the step of defining a size of one or more groups comprises defining a number of agents for each of the one or more agent groups.
9. The method of claim 7 , wherein the step of defining a size of one or more groups comprises defining a relationship between the respective sizes of the one or more agent groups, and assigning the agents in proportion to the relationship.
10. The method of claim 7 , wherein the step of defining a size of one or more groups comprises determining a contact service requirement based on actual or anticipated numbers of contact to be serviced by the one or more groups and defining the size of the one or more agent groups to meet the contact service requirement.
11. The method of claim 10 , wherein the contact service requirement is determined by predicting contact numbers based on historical trends.
12. The method of claim 10 , wherein the contact service requirement is determined by predicting contact numbers based on inputs defining events external to the contact center.
13. The method of claim 10 , wherein the contact service requirement is adjusted in real time to take account of current contact numbers.
14. The method of claim 1 , further comprising generating a report of activity at the contact center using the agent groups as a report parameter.
15. The method of claim 1 , further comprising assigning a contact to an agent by allocating the contact to one of the agent groups and matching the contact to an agent within the one of the agent groups.
16. The method of claim 1 , further comprising the steps of defining one or more agent attributes, filtering the set of agents according to the one or more attributes to arrive at an attribute-specific subset of agents, and performing the step of assigning the plurality of contact center agents among a plurality of agent groups for each attribute-specific subset of agents.
17. The method of claim 1 , further comprising:
(e) allocating a set of contacts requiring service at the contact center between a plurality of contact groups, each contact group being associated with one or more of the agent groups;
(f) based on the relative resources required to service each of the contact groups, calculating a corresponding size requirement for the one or more agent groups associated with each contact group; and
(g) reassigning the plurality of contact center agents among the plurality of agent groups in proportion to the calculated size requirements and according to each agent's respective evaluation score.
18. The method of claim 17 , wherein the step of allocating the set of contacts between a plurality of contact groups involves looking at current or historical contact numbers having shared characteristics.
19. The method of claim 17 , wherein the step of allocating the set of contacts between a plurality of contact groups involves predicting contact numbers.
20. A method of routing a contact at a contact center to an agent of the contact center, by a processor in a computing system of the contact center, comprising the steps of:
(a) maintaining, for a set of contact center agents associated with a contact center, performance data relating to the activities of the contact center agents;
(b) specifying one or more performance metrics against which the performance data of the contact center agents may be evaluated by specifying a number, n, of performance metrics P in numerical form as a set of values (p 1 , p 2 , . . . p n ), and further comprising expressing, for each of the plurality of agents, a corresponding set of performance data Q in numerical form as a set of values (q 1 , q 2 , . . . q n );
(c) determining an evaluation score for each of a plurality of the contact center agents against the performance metric(s) based on the performance data by evaluating for each agent the expression:
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wherein c i represents a weighting constant;
(d) assigning the plurality of contact center agents among a plurality of agent groups according to each agent's respective evaluation score;
(e) receiving a contact and allocating the contact to at least one agent group based on a characteristic of the contact; and
(f) assigning the contact to an agent within the at least one agent group.
21. A computer program product comprising a non-transitory data carrier encoding instructions which when executed by a processor in a computing system associated with a contact center, cause the computing system to:
(a) maintain, for a set of contact center agents associated with a contact center, performance data relating to the activities of the contact center agents;
(b) specify one or more performance metrics against which the performance data of the contact center agents may be evaluated by specifying a number, n, of performance metrics P in numerical form as a set of values (p 1 , p 2 , . . . p n ), and further comprising expressing, for each of the plurality of agents, a corresponding set of performance data Q in numerical form as a set of values (q 1 , q 2 , . . . q n );
(c) determine an evaluation score for each of a plurality of the contact center agents against the performance metric(s) based on the performance data by evaluating for each agent the expression:
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wherein c i represents a weighting constant; and
(d) assign the plurality of contact center agents among a plurality of agent groups according to each agent's respective evaluation score.
22. The computer program product of claim 21 , wherein the computing system is further caused to:
(e) receive a contact and allocating the contact to at least one agent group based on a characteristic of the contact; and
(f) assign the contact to an agent within the at least one agent group.
23. A contact center system comprising:
(a) a data store in which performance data relating to the activities of a set of contact center agents associated with a contact center are stored;
(b) a performance metric definition record in which a performance metric is recorded against which the performance data of the contact center agents may be evaluated by specifying a number, n, of performance metrics P in numerical form as a set of values (p 1 , p 2 , . . . p n ), and further comprising expressing, for each of the plurality of agents, a corresponding set of performance data Q in numerical form as a set of values (q 1 , q 2 , . . . q n );
(c) a processor programmed to determine an evaluation score for each of a plurality of the contact center agents against the performance metric(s) based on the performance data by evaluating for each agent the expression:
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wherein c i represents a weighting constant; and
(d) an agent group record defining a plurality of agent groups and recording details of the allocation of the plurality of contact center agents among the plurality of agent groups according to each agent's respective evaluation score.
24. The contact center system of claim 23 , further comprising:
(e) a contact handling system programmed to allocate a contact at the contact center to at least one agent group based on a characteristic of the contact, whereby the contact may be subsequently assigned to an agent within the at least one agent group.
25. A method of assigning contact center agents to groups comprising the following steps carried out by a processor in a computing system of a contact center:
(a) maintaining, for a set of contact center agents associated with a contact center, performance data relating to the activities of the contact center agents;
(b) specifying one or more performance metrics against which the performance data of the contact center agents may be evaluated by defining for each of a set of n performance metrics a base value b and a target value t;
(c) determining an evaluation score for each of a plurality of the contact center agents against said performance metric(s) based on a corresponding set of performance data values d, the evaluation score being calculated as:
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wherein c i represents a weighting constant; and
(d) assigning the plurality of contact center agents among a plurality of agent groups according to each agent's respective evaluation score.
26. A computer program product comprising a non-transitory data carrier encoding instructions which when executed by a processor in a computing system associated with a contact center, cause the computing system to:
(a) maintain, for a set of contact center agents associated with a contact center, performance data relating to the activities of the contact center agents;
(b) specify one or more performance metrics against which the performance data of the contact center agents may be evaluated by defining for each of a set of n performance metrics a base value b and a target value t;
(c) determine an evaluation score for each of a plurality of the contact center agents against said performance metric(s) based on a corresponding set of performance data values d, the evaluation score being calculated as:
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wherein c i represents a weighting constant; and
(d) assign the plurality of contact center agents among a plurality of agent groups according to each agent's respective evaluation score.
27. A contact center system comprising:
(a) a data store in which performance data relating to the activities of a set of contact center agents associated with a contact center are stored;
(b) a performance metric definition record in which a performance metric is recorded against which the performance data of the contact center agents may be evaluated by defining for each of a set of n performance metrics a base value b and a target value t;
(c) a processor programmed to determine an evaluation score for each of a plurality of the contact center agents against said performance metric(s) based on a corresponding set of performance data values d, the evaluation score being calculated as:
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wherein c i represents a weighting constant; and
(d) an agent group record defining a plurality of agent groups and recording details of the allocation of the plurality of contact center agents among the plurality of agent groups according to each agent's respective evaluation score.