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US6163607A
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Optimizing call-center performance by using predictive data to distribute agents among calls
Assignee: Avaya Inc
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Filing: 1998-11-03
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Granted: 2000-12-19
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Expires: 2018-11-03
Abstract
Abstract Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent 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 an agent becomes available, the present values of the service metrics of the service profile (500-502) of that agent for each type (e.g. skill) of available call handled by the agent are combined (610) into a score according to one of a plurality of formulas which corresponds to that call type, and a call of the type for which the agent has the best (e.g., either highest or just-sufficient) score is assigned (612) to the agent. Preferably, a call score is also computed (807) for each available call type, based on factors such as the purpose of the call, the call's in-queue wait time, the priority of the call, etc. The call type for which the agent has the best score is selected (812) to be the one for which the call score best matches the agent's corresponding score. 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.
Inventors
- 👤 Frank J. Bogart
- 👤 Andrew D. Flockhart
- 👤 Robin H. Foster
- 👤 Joylee E. Kohler
- 👤 Eugene P. Mathews
- 👤 Stephen L. Skarzynski
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-04 06:02
CPC Classifications
H; H04; H04M; H04M9/00; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5232; H04M3/5233
Claims Analysis
Total Claims: 17
Claim 1
Independent Claim
238 words
A method of selecting a call for handling by a call handler, comprising the steps of: a) in response to availability of a call handler who handles calls of a plurality of types, selecting for handling by the call handler a call of a type for which the call handler has a best performance characteristic score, including retrieving from a service profile of the call handler, comprising present values of a plurality of service metrics for the plurality of call types, the service metrics for each call type having calls available for handling by the call handler, obtaining a performance characteristic score for said each call type by using the retrieved present values of the plurality of service metrics of said each call type in one of a plurality of formulas, each corresponding to a different said call type, and selecting one of the available calls whose call type has a best said score, for handling by the call handler; b) in response to completion of handling of the selected call by the call handler, evaluating the call handler's performance in handling the selected call; and c) modifying the values of the call handler's service metrics for the call type of the selected call by the valuation of the call handler's performance in handling the selected call to obtain new present values of the service metrics for the call type of the selected call for the call handler.
Claim 2
Independent Claim
238 words
A method of selecting a call for handling by a call handler, comprising the steps of: a) in response to availability of a call handler who handles calls of a plurality of types, selecting for handling by the call handler a call of a type for which the call handler has a best performance characteristic score, including retrieving from a service profile of the call handler, comprising present values of a plurality of service metrics for the plurality of call types, the service metrics for each call type having calls available for handling by the call handler, obtaining a performance characteristic score for said each call type by using the retrieved present values of the plurality of service metrics of said each call type in one of a plurality of formulas, each corresponding to a different said call type, and selecting one of the available calls whose call type has a best said score, for handling by the call handler; b) in response to completion of handling of the selected call by the call handler, evaluating the call handler's performance in handling the selected call; and c) modifying the values of the call handler's service metrics for the call type of the selected call by the valuation of the call handler's performance in handling the selected call to obtain new present values of the service metrics for the call type of the selected call for the call handler.
Claim 3
Dependent Claim
41 words
The method of claim 1 wherein: the step of obtaining comprises the step of combining the retrieved values of the plurality of service metrics of the service profile of each said call type according to said one formula into the score.
Claim 4
Dependent Claim
75 words
The method of claim 2 wherein: the step of evaluating comprises the step of measuring individual said service metrics of the service profile of the one call handler in handling the call, to obtain measured values; the step of modifying comprises the steps of combining the measured values of the service metrics with the values of the service metrics of the service profile to obtain new values of the service metrics of the service profile.
Claim 5
Dependent Claim
63 words
The method of claim 3 wherein: the step of combining comprises the steps of weighting the measured values of the service metrics relative to the values of the service metrics of the service profile; and combining the weighted measured values with the values of the service metrics of the service profile to obtain new values of the service metrics of the service profile.
Claim 6
Dependent Claim
30 words
The method of claim 1 wherein: the performance characteristic score of an individual call type indicates efficiency of the one call handler in handling a call of the individual type.
Claim 7
Dependent Claim
30 words
The method of claim 1 wherein: the performance characteristic score of an individual call type indicates benefit generated by the call handler in handling a call of the individual type.
Claim 8
Dependent Claim
10 words
The method of claim 6 wherein: the benefit comprises revenue.
Claim 9
Dependent Claim
27 words
The method of claim 1 wherein: the service metrics of the service profile comprise at least one of efficiency, generated benefit, customer satisfaction, and call handler satisfaction.
Claim 10
Dependent Claim
16 words
The method of claim 1 wherein: the plurality of call types comprise a plurality of skills.
Claim 11
Dependent Claim
56 words
The method of claim 1 wherein: the step of selecting comprises the steps of computing a call score for each said call type having calls available for handling by the call handler, and selecting one of the available calls whose call type has the performance characteristic score best matching the call score of said call type.
Claim 12
Dependent Claim
56 words
The method of claim 1 wherein: the step of selecting comprises the steps of computing a call score for a call of each said call type having calls available for handling by the call handler, and selecting one of the available calls whose call score best matches the performance characteristic score of the corresponding call type.
Claim 13
Independent Claim
169 words
A method of selecting a call for handling by a call hander, comprising the steps of: in response to availability of a call handler who handles calls of a plurality of types, selecting, for handling by the call handler, a call of a type for which the call handler has a best performance characteristic score, including retrieving from a service profile of the call handler, comprising present values of a plurality of service metrics for the plurality of call types, the service metrics for each call type having calls available for handling by the call handler; obtaining a performance characteristic score for said each call type by combining the retrieved present values of the plurality of service metrics of said each call type; obtaining a call score for each said call by combining present values of a plurality of characteristics of each said call; and selecting one of the available calls whose call score best corresponds to the call handler's characteristic score to be handled by the call handler.
Claim 14
Independent Claim
169 words
A method of selecting a call for handling by a call hander, comprising the steps of: in response to availability of a call handler who handles calls of a plurality of types, selecting, for handling by the call handler, a call of a type for which the call handler has a best performance characteristic score, including retrieving from a service profile of the call handler, comprising present values of a plurality of service metrics for the plurality of call types, the service metrics for each call type having calls available for handling by the call handler; obtaining a performance characteristic score for said each call type by combining the retrieved present values of the plurality of service metrics of said each call type; obtaining a call score for each said call by combining present values of a plurality of characteristics of each said call; and selecting one of the available calls whose call score best corresponds to the call handler's characteristic score to be handled by the call handler.
Claim 15
Dependent Claim
48 words
The method of claim 12 wherein: the step of obtaining a performance characteristic comprises the step of using the retrieved present values of the plurality of service metrics of said each call type in one of a plurality of formulas, each corresponding to a different said call type.
Claim 16
Dependent Claim
33 words
An apparatus that performs the method of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8 or 9 or 10 or 11 or 12 or 13.
Claim 17
Dependent Claim
46 words
A computer readable medium containing software which, when executed in a computer, causes the computer to perform the steps of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8 or 9 or 10 or 11 or 12 or 13.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2003-12-19 | 2004-06-19 | 2004-12-19 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-12-19 | 2008-06-19 | 2008-12-19 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-12-19 | 2012-06-19 | 2012-12-19 | $7700.00 | Window Closed / Lapsed |