The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 05, 2015
Filed:
Mar. 15, 2013
The Resource Group International, Ltd., Hamilton, BM;
S. James P. Spottiswoode, Beverly Hills, CA (US);
Zia Chishti, Washington, DC (US);
Satmap International Holdings Limited, Hamilton, BM;
Abstract
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.