Systems and methods for routing incoming calls to operator devices based on performance analytics

Abstract

Disclosed are systems and methods for routing inbound communications at call centers in order to enhance customer experience and call center agent efficiency. In order to effectively route communications, customer service call types and one or more agent performance rates responding to said customer service calls are analyzed in order to determine which one or more call center agents should be routed which specific customer service call type. Additionally, tools are disclosed for analyzing call center agent performance rates and assigning call center agents to service specific customer service call types.

1 - 20 . (canceled) 
     
     
         21 . A computer-implemented method executed by at least one processor, the method comprising:
 receiving call data generated from a call center, the call data comprising attributes and results of phone calls received over a period of time by a plurality of agents associated with the call center, each agent being associated with an agent ID;   evaluating the received call data to calculate a plurality of agent call performance rates, each agent call performance rate calculated for each agent ID;   applying a weighting factor, via a processor receiving instructions from a dynamic dashboard, to each calculated agent call performance rate;   generating a weighted agent call performance score for each of the plurality of agents based on the weighted agent call performance rates for that agent;   categorizing, via the processor receiving instructions from the dynamic dashboard, each agent of the plurality of agents into a performance category based on the generated weighted agent call performance score of each respective agent; and   modifying, via the processor receiving instructions from the dynamic dashboard, the performance category for at least one of the agents based on an adjustment received via the dynamic dashboard.   
     
     
         22 . The computer-implemented method of  claim 21 , further comprising:
 automatically assigning, via the processor receiving instructions from the dynamic dashboard, new calls incoming to the call center to one or more of the agents based on the category into which each agent is categorized and an attribute of the respective incoming call.   
     
     
         23 . The computer-implemented method of  claim 21 , wherein the weighting factor is applied to limit the weighted agent call performance score to a predetermined window of time. 
     
     
         24 . The computer-implemented method of  claim 23 , wherein the predetermined window of time is a period of weeks, months, or years. 
     
     
         25 . The computer-implemented method of  claim 21 , further comprising:
 weighting the agent call performance score for each agent of the plurality of agents for one or more subsets of time during the period of time.   
     
     
         26 . The computer-implemented method of  claim 21 , wherein an agent call performance rate is calculated as a number of potential cancellations the agent was able to prevent divided by a total number of calls to the agent. 
     
     
         27 . The computer-implemented method of  claim 25 , wherein weighting the performance score to each agent of the plurality of agents for one or more subsets of time further comprises:
 applying a decay function to the weighting such that a higher weight is assigned to more recent subsets of time during a first period of time and a lower weight is assigned to older subsets of time during the first period of time.   
     
     
         28 . The computer-implemented method of  claim 21 , further comprising reordering graphical elements corresponding to the plurality of agents based on categorization and weighting of the performance score of each respective agent. 
     
     
         29 . The computer-implemented method of  claim 21 , wherein data associated with the agent call performance rate is received from a system corresponding to a call center and the agent ID corresponding to the plurality of agents is an agent email address. 
     
     
         30 . A system comprising:
 a storage device that stores instructions; and   at least one processor that executes the instructions in order to perform operations of:   associating an agent performance score for each agent of a plurality of agents;   weighting, via a processor receiving instructions from a dynamic dashboard, the agent performance score for each agent of the plurality of agents via a graphical user interface;   categorizing, via the processor receiving instructions from the graphical user interface, each agent of the plurality of agents based on the performance score of each respective agent into a performance category; and   modifying the performance category for at least one of the agents based on an adjustment received via the graphical user interface.   
     
     
         31 . The system of  claim 30 , being further configured to perform a method comprising:
 weighting the performance score to each agent of the plurality of agents for one or more subsets of time during a period of time.   
     
     
         32 . The system of  claim 30 , wherein the agent performance score is calculated as a number of potential cancellations the agent was able to prevent divided by a total number of calls to the agent. 
     
     
         33 . The system of  claim 31 , wherein weighting the performance score to each agent of the plurality of agents for one or more subsets of time further comprises:
 applying a decay function to the weighting such that a higher weight is assigned to more recent subsets of time during a first period of time and a lower weight is assigned to older subsets of time during the first period of time.   
     
     
         34 . The system of  claim 30 , further comprising reordering graphical elements corresponding to the plurality of agents based on categorization and weighting of the performance score of each respective agent. 
     
     
         35 . The system of  claim 30 , wherein data associated with the agent performance score is received from a system corresponding to a call center. 
     
     
         36 . A non-transitory computer-readable medium storing instructions, the instructions configured to cause at least one processor to perform operations comprising:
 associating an agent performance score for each agent of a plurality of agents;   weighting, via the at least one processor receiving instructions from a dynamic dashboard, the performance score for each agent of the plurality of agents via a graphical user interface;   categorizing, via the at least one processor receiving instructions from the dynamic dashboard, each agent of the plurality of agents based on the performance score of each respective agent into a performance category; and   modifying the performance category for at least one of the agents based on an adjustment received via the graphical user interface.   
     
     
         37 . The non-transitory computer-readable medium of  claim 36 , further comprising:
 weighting the performance score to each agent of the plurality of agents for one or more subsets of time during a period of time.   
     
     
         38 . The non-transitory computer-readable medium of  claim 36 , wherein the agent performance score is calculated as a number of potential cancellations the agent was able to prevent divided by a total number of calls to the agent. 
     
     
         39 . The non-transitory computer-readable medium of  claim 37 , wherein weighting the performance score to each agent of the plurality of agents for one or more subsets of time further comprises:
 applying a decay function to the weighting such that a higher weight is assigned to more recent subsets of time during a first period of time and a lower weight is assigned to older subsets of time during the first period of time.   
     
     
         40 . The non-transitory computer-readable medium of  claim 36 , further comprising reordering graphical elements corresponding to the plurality of agents based on categorization and weighting of the performance score of each respective agent.