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

A method for improving performance criterion in a control session, wherein one or more processors in a network computer perform the method, the method comprising:

• 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;
• providing a consumption instruction to the agent based on the predicted expenditure amount;
• obtaining metrics for a first period, the metrics for the first period being based on the consumption instruction and a monitoring of the agent, the metrics for the first period being associated with one or more intervals in a plurality of intervals in the first period, the one or more intervals in the first period being associated with a first phase in the first period;
• obtaining metrics for a second period, the metrics for the second period being based on the consumption instruction and the monitoring of the agent, the metrics for the second period being associated with one or more intervals in a plurality of intervals in the second period, the one or more intervals in the second period being associated with a second phase in the second period;
• generating an expected objective performance based on one or more portions of the obtained metrics for the first period, one or more portions of the obtained metrics for the second period, and a duration between the first phase in the first period and the second phase in the second period;
• comparing the expected objective performance to a difference between one or more portions of the obtained metrics for the first period and one or more portions of the obtained metrics for the second period;
• modifying the predicted expenditure amount based on the comparison to increase a correlation between the one or more outputs and the obtained metrics for the second period;
• and
• providing a modified consumption instruction to the agent based on the modified predicted expenditure amount.

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

• a network computer, comprising:
• one or more transceivers that communicate over a network;
• memory that stores 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, the actions comprising:
• 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;
• providing a consumption instruction to the agent based on the predicted expenditure amount;
• obtaining metrics for a first period, the metrics for the first period being based on the consumption instruction and a monitoring of the agent, the metrics for the first period being associated with one or more intervals in a plurality of intervals in the first period, the one or more intervals in the first period being associated with a first phase in the first period;
• obtaining metrics for a second period, the metrics for the second period being based on the consumption instruction and the monitoring of the agent, the metrics for the second period being associated with one or more intervals in a plurality of intervals in the second period, the one or more intervals in the second period being associated with a second phase in the second period;
• generating an expected objective performance based on one or more portions of the obtained metrics for the first period, one or more portions of the obtained metrics for the second period, and a duration between the first phase in the first period and the second phase in the second period;
• comparing the expected objective performance to a difference between one or more portions of the obtained metrics for the first period and one or more portions of the obtained metrics for the second period;
• modifying the predicted expenditure amount based on the comparison to increase a correlation between the one or more outputs and the obtained metrics for the second period;
• and
• providing a modified consumption instruction to the agent based on the modified predicted expenditure amount;
• and
• a client computer, comprising:
• one or more transceivers that communicate over the network;
• memory that stores 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, the actions comprising:
• monitoring one or more actions of the agent;
• and
• providing one or more portions of the metrics for the first period and one or more portions of the metrics for the second period based on the monitored actions of the agent.

The system of claim 9, wherein generating the expected objective performance comprises:

• determining a number of complete intervals in the one or more intervals in the first period based on a number of intervals in the one or more intervals in the first period for which resource consumption information has been obtained for each intake and for which objective performance information has been obtained;
• determining that the number of complete intervals in the first period fails to meet or exceed a threshold;
• obtaining metrics for a third period, the metrics for the third period being based on the consumption instruction and a monitoring of the agent, the metrics for the third period being associated with a number of complete intervals in the third period, the number of complete intervals being associated with a third phase in the third period, the number of complete intervals in the third period meeting or exceeding the threshold;
• and
• generating the expected objective performance based on one or more portions of the obtained metrics for the third period, one or more portions of the obtained metrics for the second period, and a duration between the second phase in the second period and the third phase in the third period.

The system of claim 9, wherein the consumption instruction indicates one or more specific-units amounts for one or more of multiple resource types or normalized-units amounts for one or more of the multiple resource types, and obtaining metrics for the first period comprises:

• obtaining metrics that indicate reportedly consumed amounts of specific units of one or more of the multiple resource types;
• transforming the reportedly consumed amounts of specific units of one or more of the multiple resource types into reportedly consumed amounts of normalized units of one or more of the multiple resource types based on the specific-units amounts of one or more of the multiple resource types and the normalized-units amounts of one or more of the multiple resource types;
• and
• transforming the reportedly consumed amounts of normalized units of one or more of the multiple resource types into total reportedly consumed amounts of specific units of one or more of the multiple resource types based on one or more of the reportedly consumed amounts of normalized units of one or more other ones of the multiple resource types.

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 cause the one or more processors to performs actions, the actions comprising:

• 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;
• providing a consumption instruction to the agent based on the predicted expenditure amount;
• obtaining metrics for a first period, the metrics for the first period being based on the consumption instruction and a monitoring of the agent, the metrics for the first period being associated with one or more intervals in a plurality of intervals in the first period, the one or more intervals in the first period being associated with a first phase in the first period;
• obtaining metrics for a second period, the metrics for the second period being based on the consumption instruction and the monitoring of the agent, the metrics for the second period being associated with one or more intervals in a plurality of intervals in the second period, the one or more intervals in the second period being associated with a second phase in the second period;
• generating an expected objective performance based on one or more portions of the obtained metrics for the first period, one or more portions of the obtained metrics for the second period, and a duration between the first phase in the first period and the second phase in the second period;
• comparing the expected objective performance to a difference between one or more portions of the obtained metrics for the first period and one or more portions of the obtained metrics for the second period;
• modifying the predicted expenditure amount based on the comparison to increase a correlation between the one or more outputs and the obtained metrics for the second period;
• and
• providing a modified consumption instruction to the agent based on the modified predicted expenditure amount.

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

• one or more transceivers that communicate over a network;
• memory that stores instructions;
• and
• one or more processors that execute instructions that cause the one or more processors to perform actions, the actions comprising:
• 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;
• providing a consumption instruction to the agent based on the predicted expenditure amount;
• obtaining metrics for a first period, the metrics for the first period being based on the consumption instruction and a monitoring of the agent, the metrics for the first period being associated with one or more intervals in a plurality of intervals in the first period, the one or more intervals in the first period being associated with a first phase in the first period;
• obtaining metrics for a second period, the metrics for the second period being based on the consumption instruction and the monitoring of the agent, the metrics for the second period being associated with one or more intervals in a plurality of intervals in the second period, the one or more intervals in the second period being associated with a second phase in the second period;
• generating an expected objective performance based on one or more portions of the obtained metrics for the first period, one or more portions of the obtained metrics for the second period, and a duration between the first phase in the first period and the second phase in the second period;
• comparing the expected objective performance to a difference between one or more portions of the obtained metrics for the first period and one or more portions of the obtained metrics for the second period;
• modifying the predicted expenditure amount based on the comparison to increase a correlation between the one or more outputs and the obtained metrics for the second period;
• and
• providing a modified consumption instruction to the agent based on the modified predicted expenditure amount.