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

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.

1 . A method for pairing in a contact center system comprising:
 receiving, by at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in the contact center system, a first agent, a second agent, and a third agent available for pairing to a contact in a contact center skill queue;   determining, by the at least one computer processor, a pairing strategy for pairing at least one of the first agent, the second agent, and the third agent, wherein the pairing strategy is based on a model comprising an agent utilization metric and an agent performance metric; and   selecting, by the at least one computer processor, the first agent for pairing to the contact 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 based on the agent utilization metric and the agent performance metric.   
     
     
         2 . The method of  claim 1 , wherein the pairing strategy is a diagonal pairing strategy. 
     
     
         3 . The method of  claim 1 , further comprising reranking or rescoring, by the at least one computer processor, the first agent, the second agent, and the third agent when a fourth agent becomes available for pairing to the contact in the contact center skill queue. 
     
     
         4 . The method of  claim 1 , wherein the pairing strategy compares a rank or score of the contact to a rank or score of each of the first agent, the second agent, and the third agent. 
     
     
         5 . The method of  claim 1 , wherein the pairing strategy is configured to target a uniform agent utilization. 
     
     
         6 . The method of  claim 1 , wherein the pairing strategy is configured to optimize performance in a contact center. 
     
     
         7 . The method of  claim 1 , wherein the pairing strategy is configured to optimize for at least one of cost, revenue, and customer satisfaction. 
     
     
         8 . A system for pairing in a contact center system comprising:
 at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in the contact center system, wherein the at least one computer processor is further configured to:
 receive a first agent, a second agent, and a third agent available for pairing to a contact in a contact center skill queue; 
 determine a pairing strategy for pairing at least one of the first agent, the second agent, and the third agent, wherein the pairing strategy is based on a model comprising an agent utilization metric and an agent performance metric; and 
 select the first agent for pairing to the contact 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 based on the agent utilization metric and the agent performance metric.   
     
     
         9 . The system of  claim 8 , wherein the pairing strategy is a diagonal pairing strategy. 
     
     
         10 . The system of  claim 8 , wherein the at least one computer processor is further configured to rerank or rescore the first agent, the second agent, and the third agent when a fourth agent becomes available for pairing to the contact in the contact center skill queue. 
     
     
         11 . The system of  claim 8 , wherein the pairing strategy compares a rank or score of the contact to a rank or score of each of the first agent, the second agent, and the third agent. 
     
     
         12 . The system of  claim 8 , wherein the pairing strategy is configured to target a uniform agent utilization. 
     
     
         13 . The system of  claim 8 , wherein the pairing strategy is configured to optimize performance in a contact center. 
     
     
         14 . The system of  claim 8 , wherein the pairing strategy is configured to optimize for at least one of cost, revenue, and customer satisfaction. 
     
     
         15 . An article of manufacture for pairing in a contact center system comprising:
 a non-transitory computer processor readable medium; and   instructions stored on the medium;   wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to:
 receive a first agent, a second agent, and a third agent available for pairing to a contact in a contact center skill queue; 
 determine a pairing strategy for pairing at least one of the first agent, the second agent, and the third agent, wherein the pairing strategy is based on a model comprising an agent utilization metric and an agent performance metric; and 
 select the first agent for pairing to the contact 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 based on the agent utilization metric and the agent performance metric.   
     
     
         16 . The article of manufacture of  claim 15 , wherein the pairing strategy is a diagonal pairing strategy. 
     
     
         17 . The article of manufacture of  claim 15 , wherein the at least one computer processor is further caused to operate so as to rerank or rescore the first agent, the second agent, and the third agent when a fourth agent becomes available for pairing to the contact in the contact center skill queue. 
     
     
         18 . The article of manufacture of  claim 15 , wherein the pairing strategy compares a rank or score of the contact to a rank or score of each of the first agent, the second agent, and the third agent. 
     
     
         19 . The article of manufacture of  claim 15 , wherein the pairing strategy is configured to target a uniform agent utilization. 
     
     
         20 . The article of manufacture of  claim 15 , wherein the pairing strategy is configured to optimize performance in a contact center. 
     
     
         21 . The article of manufacture of  claim 15 , wherein the pairing strategy is configured to optimize for at least one of cost, revenue, and customer satisfaction. 
     
     
         22 . A method for pairing in a contact center system comprising:
 receiving, by at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in the contact center system, a first contact, a second contact, and a third contact available for pairing to an agent in a contact center skill queue;   determining, by the at least one computer processor, a pairing strategy for pairing at least one of the first contact, the second contact, and the contact agent, wherein the pairing strategy is based on a model comprising a utilization metric and a performance metric; and   selecting, by the at least one computer processor, the first contact for pairing to the agent based on the pairing strategy;   wherein the pairing strategy is configured such that if the third contact had not been available, the second contact would have been selected for pairing to the agent based on the utilization metric and the performance metric.   
     
     
         23 . The method of  claim 22 , wherein the pairing strategy is a diagonal pairing strategy. 
     
     
         24 . The method of  claim 22 , further comprising reranking or rescoring, by the at least one computer processor, the first contact, the second contact, and the third contact when a fourth contact becomes available for pairing to the agent in the contact center skill queue. 
     
     
         25 . The method of  claim 22 , wherein the pairing strategy compares a rank or score of the agent to a rank or score of each of the first contact, the second contact, and the third contact. 
     
     
         26 . The method of  claim 22 , wherein the pairing strategy is configured to target a uniform contact utilization. 
     
     
         27 . The method of  claim 22 , wherein the pairing strategy is configured to optimize performance in a contact center. 
     
     
         28 . The method of  claim 22 , wherein the pairing strategy is configured to optimize for at least one of cost, revenue, and customer satisfaction. 
     
     
         29 . A system for pairing in a contact center system comprising:
 at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in the contact center system, wherein the at least one computer processor is further configured to:
 receive a first contact, a second contact, and a third contact available for pairing to an agent in a contact center skill queue; 
 determine a pairing strategy for pairing at least one of the first contact, the second contact, and the contact agent, wherein the pairing strategy is based on a model comprising a utilization metric and a performance metric; and 
 select the first contact for pairing to the agent based on the pairing strategy; 
 wherein the pairing strategy is configured such that if the third contact had not been available, the second contact would have been selected for pairing to the agent based on the utilization metric and the performance metric. 
   
     
     
         30 . The system of  claim 29 , wherein the pairing strategy is a diagonal pairing strategy. 
     
     
         31 . The system of  claim 29 , wherein the at least one computer processor is further configured to rerank or rescore the first contact, the second contact, and the third contact when a fourth contact becomes available for pairing to the agent in the contact center skill queue. 
     
     
         32 . The system of  claim 29 , wherein the pairing strategy compares a rank or score of the agent to a rank or score of each of the first contact, the second contact, and the third contact. 
     
     
         33 . The system of  claim 29 , wherein the pairing strategy is configured to target a uniform contact utilization. 
     
     
         34 . The system of  claim 29 , wherein the pairing strategy is configured to optimize performance in a contact center. 
     
     
         35 . The system of  claim 29 , wherein the pairing strategy is configured to optimize for at least one of cost, revenue, and customer satisfaction. 
     
     
         36 . An article of manufacture for pairing in a contact center system comprising:
 a non-transitory computer processor readable medium; and   instructions stored on the medium;   wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to:
 receive a first contact, a second contact, and a third contact available for pairing to an agent in a contact center skill queue; 
 determine a pairing strategy for pairing at least one of the first contact, the second contact, and the contact agent, wherein the pairing strategy is based on a model comprising a utilization metric and a performance metric; and 
 select the first contact for pairing to the agent based on the pairing strategy; 
 wherein the pairing strategy is configured such that if the third contact had not been available, the second contact would have been selected for pairing to the agent based on the utilization metric and the performance metric. 
   
     
     
         37 . The article of manufacture of  claim 36 , wherein the pairing strategy is a diagonal pairing strategy. 
     
     
         38 . The article of manufacture of  claim 36 , wherein the at least one computer processor is further caused to operate so as to rerank or rescore the first contact, the second contact, and the third contact when a fourth contact becomes available for pairing to the agent in the contact center skill queue. 
     
     
         39 . The article of manufacture of  claim 36 , wherein the pairing strategy compares a rank or score of the agent to a rank or score of each of the first contact, the second contact, and the third contact. 
     
     
         40 . The article of manufacture of  claim 36 , wherein the pairing strategy is configured to target a uniform contact utilization. 
     
     
         41 . The article of manufacture of  claim 36 , wherein the pairing strategy is configured to optimize performance in a contact center. 
     
     
         42 . The article of manufacture of  claim 36 , wherein the pairing strategy is configured to optimize for at least one of cost, revenue, and customer satisfaction.