Satmap International Holdings Limited

Afiniti, Ltd.

The Resource Group International, Ltd.

Afiniti Ai Holdings LLC

S James P Spottiswoode

Zia Chishti

Qiaobing Xie

Chris W Jones

Randall Ray Stewart

Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.

Estimating agent performance in a call routing center system

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.

Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation

Methods, systems, and articles of manufacture for ranking individuals in a contact center system including ranking a first individual in a set of individuals based on relative amounts of data for the first individual and one or more other individuals in the set of individuals.

Call mapping systems and methods using bayesian mean regression (BMR)

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one of a set of callers on hold and causing a caller of the set of callers to be routed to an agent based on a comparison of the caller data and the agent data. The caller data and agent data may be compared via a pattern matching algorithm and/or computer model for predicting a caller-agent pair having the highest probability of a desired outcome. As such, callers may be pooled and routed to agents based on comparisons of available caller and agent data, rather than a conventional queue order fashion. If a caller is held beyond a hold threshold the caller may be routed to the next available agent. The hold threshold may include a predetermined time, 'cost' function, number of times the caller may be skipped by other callers, and so on.

Pooling callers for matching to agents based on pattern matching algorithms

A method, system and program product, the method comprising: determining a distribution of real agent performance from previous real agent performance data; determining a set of hypothetical agents with respective hypothetical agent performances APranging from a worst performance to a best performance; calculating for each of the set of hypothetical agents a posterior distribution taking into account actual results of a respective actual agent in multiple skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances AP, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents; repeating calculating the posterior distribution steps for multiple of the hypothetical agents to obtain the respective total probabilities for the respective hypothetical agents; determining one hypothetical agent with a better value of total probability as the actual agent's most probable global performance. This method may also be applied to obtain caller global propensity.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, 'cost' function, or the like) the caller may be routed to the next available agent.

Growing community of inventors

Beverly Hills, CA, United States of America

S James P Spottiswoode