Comparing performance feedback with output of performance model to calibrate resource consumption control system and improve performance criterion

A system for improving performance criterion in a control session, comprising:

• a network computer, comprising:
• one or more transceivers that communicate over a network;
• memory that stores at least instructions;
• and
• one or more processors that execute instructions associated with the network computer that cause the one or more processors of the network computer to perform actions, comprising:
• employing a consumption engine to perform further actions, including:
• obtaining characteristics information associated with an agent;
• generating one or more outputs based on the characteristics information and a performance model, wherein the one or more outputs include a predicted expenditure amount;
• transforming the predicted expenditure amount into specific-units amounts of multiple resource types based on the characteristics information;
• transforming the specific-units amount of each of the multiple resource types into a normalized-units amount of each of the multiple resource types based on one or more normalized-units amounts of one or more other resource types;
• providing a consumption instruction to the agent based on the normalized-units amounts of the multiple resource types;
• employing an analysis engine to perform further actions, including:
• obtaining metrics that are based on the consumption instruction and a monitoring of the agent;
• and
• comparing one or more portions of the metrics to the one or more outputs of the performance model;
• modifying the one or more outputs based on the comparison to increase a correlation between the one or more outputs and the metrics;
• and
• providing a modified consumption instruction to the agent based on the one or more modified outputs;
• and
• a client computer, comprising:
• one or more transceivers that communicate over the network;
• memory that stores at least instructions;
• and
• one or more processors that execute instructions associated with the client computer that cause the one or more processors of the client computer to perform actions, comprising:
• monitoring one or more actions of the agent;
• and
• providing one or more portions of the metrics based on the monitored actions of the agent.

A processor readable non-transitory storage media that includes instructions for improving performance criterion in a control session, wherein execution of the instructions by one or more processors performs actions, comprising:

• employing a consumption engine to perform further actions, including:
• obtaining characteristics information associated with an agent;
• generating one or more outputs based on the characteristics information and a performance model, wherein the one or more outputs include a predicted expenditure amount;
• transforming the predicted expenditure amount into specific-units amounts of multiple resource types based on the characteristics information;
• transforming the specific-units amount of each of the multiple resource types into a normalized-units amount of each of the multiple resource types based on one or more normalized-units amounts of one or more other resource types;
• providing a consumption instruction to the agent based on the normalized-units amounts of the multiple resource types;
• employing an analysis engine to perform further actions, including:
• obtaining metrics that are based on the consumption instruction and a monitoring of the agent;
• and
• comparing one or more portions of the metrics to the one or more outputs of the performance model;
• modifying the one or more outputs based on the comparison to increase a correlation between the one or more outputs and the metrics;
• and
• providing a modified consumption instruction to the agent based on the one or more modified outputs.

A network computer for improving performance criterion in a control session, comprising:

• one or more transceivers that communicate over a network;
• memory that stores at least instructions;
• and
• one or more processors that execute instructions that cause the one or more processors to perform actions, including:
• employing a consumption engine to perform further actions, including:
• obtaining characteristics information associated with an agent;
• generating one or more outputs based on the characteristics information and a performance model, wherein the one or more outputs include a predicted expenditure amount;
• transforming the predicted expenditure amount into specific-units amounts of multiple resource types based on the characteristics information;
• transforming the specific-units amount of each of the multiple resource types into a normalized-units amount of each of the multiple resource types based on one or more normalized-units amounts of one or more other resource types;
• providing a consumption instruction to the agent based on the normalized-units amounts of the multiple resource types;
• employing an analysis engine to perform further actions, including:
• obtaining metrics that are based on the consumption instruction and a monitoring of the agent;
• and
• comparing one or more portions of the metrics to the one or more outputs of the performance model;
• modifying the one or more outputs based on the comparison to increase a correlation between the one or more outputs and the metrics;
• and
• providing a modified consumption instruction to the agent based on the one or more modified outputs.