Selective mapping of callers in a call center routing system
AssigneeSatmap International Holdings Limited
InventorZia CHISHTI
Life of this patent
Estimating the term…
Abstract
Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking performance in a contact center system including pairing a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching, pairing a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy, and determining a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.
Claims20
A method for benchmarking performance in a contact center system comprising:
- pairing a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching;
- pairing a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy;
- and
- determining a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.
A system for benchmarking performance in a contact center system comprising:
- at least one processor communicatively coupled to the contact center system, wherein the at least one processor is configured to:
- pair a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching;
- pair a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy;
- and
- determine a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.
An article of manufacture for benchmarking performance in a contact center system comprising:
- a non-transitory processor readable medium;
- and
- instructions stored on the medium;
- wherein the instructions are configured to be readable from the medium by at least one processor communicatively coupled to the contact center system and thereby cause the at least one processor to operate so as to:
- pair a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching;
- pair a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy;
- and
- determine a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.
Dependencies are inferred from the claim text.