Call mapping systems and methods using variance algorithm (va) and/or distribution compensation

Abstract

In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; and selecting the first agent for pairing to the contact based on a pairing strategy, wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and wherein the third agent has been waiting the longest and occupied the least among the set of agents.

We claim: 
     
         1 . A method, comprising:
 receiving a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; and   selecting the first agent for pairing to the contact based on a pairing strategy,   wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and   wherein the third agent has been waiting the longest and occupied the least among the set of agents.   
     
     
         2 . The method of  claim 1 , wherein the pairing strategy is configured such that if the third agent had not been logged in, the second agent would have been selected for pairing to the contact. 
     
     
         3 . The method of  claim 1 , further comprising:
 determining a percentile for each agent of the first agent, the second agent, and the third agent,   wherein the selecting is based on the determined agent percentiles.   
     
     
         4 . The method of  claim 3 , further comprising:
 determining a percentile for the contact,   wherein the selecting is further based on the determined contact percentile.   
     
     
         5 . The method of  claim 4 , further comprising:
 determining at least one z-score for a contact-agent combination,   wherein the selecting is further based on the at least one z-score.   
     
     
         6 . The method of  claim 3 , wherein the percentiles determined for the first agent and the second agent would have been different if the third agent had not been available. 
     
     
         7 . The method of  claim 3 , wherein the determining is based on outcomes of previous agent-contact pairings. 
     
     
         8 . A system, comprising:
 one or more computers, configured with program code, that when executed cause the one or more computers to:
 receive a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; and 
 select the first agent for pairing to the contact based on a pairing strategy, 
 wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and 
 wherein the third agent has been waiting the longest and occupied the least among the set of agents. 
   
     
     
         9 . The system of  claim 8 , wherein the pairing strategy is configured such that if the third agent had not been logged in, the second agent would have been selected for pairing to the contact. 
     
     
         10 . The system of  claim 8 , wherein the program code, when executed further causes the one or more computers to:
 determine a percentile for each agent of the first agent, the second agent, and the third agent,   wherein the selecting is based on the determined agent percentiles.   
     
     
         11 . The system of  claim 10 , wherein the program code, when executed further causes the one or more computers to:
 determine a percentile for the contact,   wherein the selecting is further based on the determined contact percentile.   
     
     
         12 . The system of  claim 11 , wherein the program code, when executed further causes the one or more computers to:
 determine at least one z-score for a contact-agent combination,   wherein the selecting is further based on the at least one z-score.   
     
     
         13 . The system of  claim 10  wherein the percentiles determined for the first agent and the second agent would have been different if the third agent had not been available. 
     
     
         14 . The system of  claim 10 , wherein the determining is based on outcomes of previous agent-contact pairings. 
     
     
         15 . A tangible, non-transitory computer-readable medium with program code, that when executed by one or more computers, causes the one or more computer to:
 receive a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; and   select the first agent for pairing to the contact based on a pairing strategy,   wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and   wherein the third agent has been waiting the longest and occupied the least among the set of agents.   
     
     
         16 . The tangible, non-transitory computer-readable medium of  claim 15 , wherein the pairing strategy is configured such that if the third agent had not been logged in, the second agent would have been selected for pairing to the contact. 
     
     
         17 . The tangible, non-transitory computer-readable medium of  claim 15 , wherein the program code, that when executed by one or more computers, further causes the one or more computer to:
 determine a percentile for each agent of the first agent, the second agent, and the third agent,   wherein the selecting is based on the determined agent percentiles.   
     
     
         18 . The tangible, non-transitory computer-readable medium of  claim 17 , wherein the program code, that when executed by one or more computers, further causes the one or more computer to:
 determine a percentile for the contact,   wherein the selecting is further based on the determined contact percentile.   
     
     
         19 . The tangible, non-transitory computer-readable medium of  claim 18 , wherein the program code, that when executed by one or more computers, further causes the one or more computer to:
 determine at least one z-score for a contact-agent combination,   wherein the selecting is further based on the at least one z-score.   
     
     
         20 . The tangible, non-transitory computer-readable medium of  claim 17 , wherein the percentiles determined for the first agent and the second agent would have been different if the third agent had not been available. 
     
     
         21 . The tangible, non-transitory computer-readable medium of  claim 17 , wherein the determining is based on outcomes of previous agent-contact pairings. 
     
     
         22 . A telecommunications based pairing method for routing calls in a contact center, the telecommunications based pairing method comprising:
 receiving, at a processor communicatively coupled to a router of the contact center, a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact to be routed within the contact center;   selecting, by the processor, the first agent for pairing to the contact based on a pairing strategy; and   routing, by the router, the contact to the first agent to establish a telecommunication connection between the first agent and the contact, the routing determined by mapping the contact to the first agent to optimize a predicted performance of the contact center based on the pairing strategy,   wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and   wherein the third agent has been waiting the longest and occupied the least among the set of agents.