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US 11,057,523 B1Granted
Systems and methods for routing incoming calls to operator devices based on performance analytics
AssigneeCaaStle, Inc.
InventorsBenny Philip, Chirag Jain
Life of this patent
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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.
Claims20
A computer-implemented method executed by at least one processor 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 for each of a plurality of intervals within the period of time, each agent call performance rate being calculated at least in part based on an agent save rate calculated based on subscriber cancellation postponement data for the agent;
- applying a weighting factor, via a processor receiving instructions from a dynamic dashboard, to each calculated agent call performance rate, such that a higher weight is assigned to more recent intervals of the period time and a lower weight is assigned to less recent intervals of the period time;
- 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;
- 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;
- and
- 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.
5 more elements
A system comprising:
- a storage device that stores instructions;
- and
- at least one processor that executes the instructions in order to perform steps of:
- tracking an agent save rate over a first period of time for a plurality of agents;
- associating each tracked agent save rate with an agent performance score for each agent of the plurality of agents respectively, each agent performance score being based at least in part on subscriber cancellation postponement data;
- weighting, via a processor receiving instructions from a dynamic dashboard, the agent performance score for each agent of the plurality of agents for one or more subsets of time during the first period of time via a graphical user interface;
- categorizing, via the 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 category from a list comprising:
- high, medium and low;
- and
- modifying, via the processor receiving instructions from the dynamic dashboard, the category for at least one of the agents based on an adjustment received via the dynamic dashboard.
7 more elements
A non-transitory computer-readable medium storing instructions, the instructions configured to cause at least one processor to perform operations comprising:
- tracking an agent save rate over a first period of time for a plurality of agents;
- associating each tracked agent save rate with an agent performance score for each agent of the plurality of agents respectively, each agent performance score being calculated at least in part based on subscriber cancellation postponement data;
- weighting, via the at least one processor receiving instructions from a dynamic dashboard, the performance score for each agent of the plurality of agents for one or more subsets of time during a first period of time 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 category from a list comprising:
- high, medium and low;
- and
- modifying the category for at least one of the agents based on an adjustment received via the graphical user interface.
4 more elements
Dependencies are inferred from the claim text.