CA2261816A1 - Optimizing call-center performance by using predictive data to distribute calls among agents - Google Patents

Optimizing call-center performance by using predictive data to distribute calls among agents Download PDF

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Publication number
CA2261816A1
CA2261816A1 CA002261816A CA2261816A CA2261816A1 CA 2261816 A1 CA2261816 A1 CA 2261816A1 CA 002261816 A CA002261816 A CA 002261816A CA 2261816 A CA2261816 A CA 2261816A CA 2261816 A1 CA2261816 A1 CA 2261816A1
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CA
Canada
Prior art keywords
call
agent
service
handle
service profile
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002261816A
Other languages
French (fr)
Other versions
CA2261816C (en
Inventor
Frank J. Bogart
Andrew D. Flockhart
Robin H. Foster
Joylee E. Kohler
Eugene P. Mathews
Stephen L. Skarzynski
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Nokia of America Corp
Original Assignee
Lucent Technologies Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Lucent Technologies Inc filed Critical Lucent Technologies Inc
Publication of CA2261816A1 publication Critical patent/CA2261816A1/en
Application granted granted Critical
Publication of CA2261816C publication Critical patent/CA2261816C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M9/00—Arrangements for interconnection not involving centralised switching
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution

Abstract

Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.
CA002261816A 1998-04-09 1999-02-15 Optimizing call-center performance by using predictive data to distribute calls among agents Expired - Fee Related CA2261816C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/057,842 US6173053B1 (en) 1998-04-09 1998-04-09 Optimizing call-center performance by using predictive data to distribute calls among agents
US09/057,842 1998-04-09

Publications (2)

Publication Number Publication Date
CA2261816A1 true CA2261816A1 (en) 1999-10-09
CA2261816C CA2261816C (en) 2001-10-30

Family

ID=22013066

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002261816A Expired - Fee Related CA2261816C (en) 1998-04-09 1999-02-15 Optimizing call-center performance by using predictive data to distribute calls among agents

Country Status (6)

Country Link
US (2) US6173053B1 (en)
EP (1) EP0949794B1 (en)
JP (1) JP3983919B2 (en)
KR (2) KR19990083041A (en)
CA (1) CA2261816C (en)
DE (1) DE69917121T2 (en)

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