06173053 is referenced by 346 patents and cites 17 patents.

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 is 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.

Title
Optimizing call-center performance by using predictive data to distribute calls among agents
Application Number
9/57842
Publication Number
6173053 (B2)
Application Date
April 9, 1998
Publication Date
January 9, 2001
Inventor
Stephen L Skarzynski
Niwot
CO, US
Eugene P Mathews
Barrington
IL, US
Joylee E Kohler
Northglenn
CO, US
Robin H Foster
Little Silver
NJ, US
Andrew D Flockhart
Thornton
CO, US
Frank J Bogart
Boulder
CO, US
Agent
David Volejnicek
US
Assignee
Avaya Technology
FL, US
IPC
H04Q 3/64
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