公开(公告)号：US20130251138A1

公开(公告)日：2013-09-26

申请号：US13843807

申请日：2013-03-15

Applicant: THE RESOURCE GROUP INTERNATIONAL, LTD.

Inventor： S. James P. SPOTTISWOODE ,  Zia CHISHTI

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  G06Q30/00 ,  H04M3/5158 ,  H04M3/5233 ,  H04M3/5238

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 APi ranging 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 APi, 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.

Abstract translation: 一种方法，系统和程序产品，所述方法包括：从先前的真实代理性能数据确定真实代理性能的分布; 确定一组假设代理，其各自的假想代理性能APi从最差性能到最佳性能; 使用实际代理人绩效的分布和具有各自的假设代理性能APi的假设代理的集合来计算每个假设代理人的后验分布，以便考虑到多个技能中的相应实际代理人的实际结果，以获得总计 假设代理人的每个假设代理人的概率; 重复计算多个假设代理的后验分布步骤以获得各假设代理的相应总概率; 确定一个具有更好的总概率值的假设代理作为实际代理最有可能的全局性能。 该方法也可以应用于获得呼叫者的全局倾向。

公开(公告)号：US20140086404A1

公开(公告)日：2014-03-27

申请号：US14035506

申请日：2013-09-24

Applicant: The Resource Group International, Ltd.

Inventor： Zia CHISHTI ,  Akbar A. MERCHANT

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5232 ,  H04M2203/402

Abstract: A method, system and program product, the method comprising: obtaining for calls in one set of calls a respective pattern representing one or multiple different respective data fields; obtaining performance data for the respective patterns of the calls; performance data for agents in a set of agents; determining pattern performance sensitivity to agent performance comprising the pattern performance data correlated to agent performance data; 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 one agent and on the pattern performance sensitivity to agent performance for the respective call.

Abstract translation: 一种方法，系统和程序产品，所述方法包括：对一组呼叫中的呼叫获取代表一个或多个不同相应数据字段的相应模式; 获取各种呼叫模式的演奏数据; 一组代理中的代理的性能数据; 确定包括与代理性能数据相关的模式性能数据的代理性能的模式性能敏感性; 至少部分地基于一个代理的性能数据以及针对相应呼叫的代理性能的模式性能敏感性，将代理集中的相应一个代理从所述代理集合中匹配到其中一个呼叫。

公开(公告)号：US20140086403A1

公开(公告)日：2014-03-27

申请号：US14032657

申请日：2013-09-20

Applicant: THE RESOURCE GROUP INTERNATIONAL, LTD.

Inventor： Zia CHISHTI ,  Akbar A. MERCHANT

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5232 ,  H04M2203/402

Abstract: Method, system and program product, for operating a call center system, the method comprising: obtaining performance data for agents in a set of agents; obtaining a respective abstracted data stream for multiple calls, each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, the meaning for the field data in the respective different locations for the different respective fields not known by the system; determining respective patterns for the respective data streams; obtaining performance data for the respective patterns; matching using a selected matching algorithm 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 call and on performance data for the respective agents of the set of agents.

Abstract translation: 用于操作呼叫中心系统的方法，系统和程序产品，所述方法包括：获取一组代理中的代理的性能数据; 获得用于多个呼叫的相应抽象数据流，每个相应的数据流沿着表示多个不同相应字段的抽象数据流具有多个不同位置，对于系统不知道的不同相应字段的各个不同位置的字段数据的含义 ; 确定各个数据流的相应模式; 获取各个模式的性能数据; 至少部分地基于用于该呼叫的相应模式的性能数据和该组代理的相应代理的性能数据，使用所选择的匹配算法将来自所述代理集的代理之一的所述匹配算法匹配到所述呼叫之一。

公开(公告)号：US20130251137A1

公开(公告)日：2013-09-26

申请号：US13843541

申请日：2013-03-15

Applicant: THE RESOURCE GROUP INTERNATIONAL, LTD.

Inventor： Zia CHISHTI ,  Ittai KAN

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  G06Q30/00 ,  H04M3/5158 ,  H04M3/5233 ,  H04M3/5238

Abstract: Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.

Abstract translation: 方法，系统和程序产品，包括：获取代理参数数据; 基于代理参数数据的百分比代理，获得代理百分位数的代理分配; 根据标准将呼叫者分割成分区; 获取呼叫者倾向数据; 根据结果​​的倾向获得呼叫者分配百分比呼叫者; 使用从应用于代理百分位数的分布的边缘补偿算法中选择的一种算法或者在至少一个分布边缘附近提供边缘补偿的调用百分位数的分布来执行分配补偿，以及应用于任一或两者的拓扑变化算法 代理分配和呼叫者分配将一个或多个分发更改为不同的拓扑; 并且将代理与其中一个具有最接近的百分位数的分区中的调用者匹配，其中调用者百分位数或代理百分位数之一已被分配补偿。

公开(公告)号：US20140086402A1

公开(公告)日：2014-03-27

申请号：US14035522

申请日：2013-09-24

Applicant: The Resource Group International, Ltd.

Inventor： Ittai KAN ,  Zia CHISHTI ,  Akbar A. MERCHANT

IPC: H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5232 ,  H04M2203/402

Abstract: 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.

Abstract translation: 一种方法，系统和程序产品，所述方法包括：为一组呼叫中的每个呼叫获取表示多个不同相应数据字段的相应模式; 获取各种呼叫模式的演奏数据; 获取相应代理的绩效数据; 确定代理对于一组代理中的代理的呼叫模式性能的敏感度，所述代理包括与代理处理的呼叫的呼叫性能数据相关联的代理性能数据; 以及至少部分地基于所述一个呼叫的相应模式的性能数据以及所述代理对所述呼叫的相应一个代理的呼叫性能的代理敏感度，将所述代理中的相应一个代理匹配到所述呼叫中的一个 套代理商

公开(公告)号：US20140044255A1

公开(公告)日：2014-02-13

申请号：US14059248

申请日：2013-10-21

Applicant: The Resource Group International, Ltd.

Inventor： Zia CHISHTI ,  Ittai KAN

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  G06Q30/00 ,  H04M3/5158 ,  H04M3/5233 ,  H04M3/5238

Abstract: Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.

Abstract translation: 方法，系统和程序产品，包括：获取代理参数数据; 基于代理参数数据的百分比代理，获得代理百分位数的代理分配; 根据标准将呼叫者分割成分区; 获取呼叫者倾向数据; 根据结果​​的倾向获得呼叫者分配百分比呼叫者; 使用从应用于代理百分位数的分布的边缘补偿算法中选择的一种算法或者在至少一个分布边缘附近提供边缘补偿的调用百分位数的分布来执行分配补偿，以及应用于任一或两者的拓扑变化算法 代理分配和呼叫者分配将一个或多个分发更改为不同的拓扑; 并且将代理与其中一个具有最接近的百分位数的分区中的调用者匹配，其中调用者百分位数或代理百分位数之一已被分配补偿。

公开(公告)号：US20130216036A1

公开(公告)日：2013-08-22

申请号：US13854825

申请日：2013-04-01

Applicant: The Resource Group International, Ltd.

Inventor： Zia CHISHTI ,  S. James P. SPOTTISWOODE ,  Chris W. JONES

IPC: H04M3/523

CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

公开(公告)号：US20140119533A1

公开(公告)日：2014-05-01

申请号：US13843724

申请日：2013-03-15

Applicant: The Resource Group International, Ltd.

Inventor： S. James P. SPOTTISWOODE ,  Zia CHISHTI

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  G06F17/30345 ,  G06Q10/06398 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5234 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/2061 ,  H04M2203/401 ,  H04M2203/556

Abstract: 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.

Abstract translation: 方法，系统和程序产品，包括获得代理性能数据; 排名，代理商的代理业绩数据; 分剂代理代理业绩范围; 将基于标准的呼叫者分成一组分区; 为每个分区确定第一代理性能范围和第二代理性能范围的结果值; 基于所述第一代理性能范围的结果值和所述分区的第二代理性能范围的结果值，为所述分区计算相应的结果值差异指标; 基于分区的结果值差异指示符，将相应的代理匹配到其中一个分区中的相应呼叫者。

公开(公告)号：US20130101109A1

公开(公告)日：2013-04-25

申请号：US13715765

申请日：2012-12-14

Applicant: The Resource Group International LTD

Inventor： Zia CHISHTI ,  S. James P. SPOTTISWOODE ,  Chris W. JONES

IPC: H04M3/523

CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.