Estimating agent performance in a call routing center system

A computer implemented method for estimating agent outcome performance in a call-center routing environment, the method comprising:

• determining, by one or more computers, respective actual outcome performance characteristics for each of a plurality of agents;
• determining, by the one or more computers, an outcome performance characteristic representative of the plurality of agents;
• identifying, by the one or more computers, a respective one of the agents having an error in the respective agent's outcome performance characteristic greater than a predetermined threshold;
• assigning, by the one or more computers, an outcome performance characteristic for the identified agent which assigned outcome performance is different from the actual outcome performance characteristic for the one identified agent and which is based at least in part on the representative outcome performance characteristic for the plurality of agents;
• and
• routing, by the one or more computers, a caller to one of the plurality of agents based on the outcome performance characteristics, the outcome performance characteristics including the assigned outcome performance characteristic to the identified agent.

A system for routing callers to agents in a call center routing environment, the system comprising:

• one or more computers configured with computer-readable program code, that when executed, will cause performance of the steps:
• identifying, by the one or more computers, one agent from a plurality of agents, wherein the one agent identified has a number of calls fewer than a predetermined number;
• computing and assigning, by the one or more computers, a respective outcome performance characteristic to the one identified agent, wherein the assigned outcome performance is different from an actual outcome performance characteristic for the respective identified agent, and is based at least in part on the performance of one or more other of the agents;
• and
• routing, by the one or more computers, a caller to an agent of the plurality of agents based on respective outcome performance characteristics of the plurality of agents, the outcome performance characteristics including the assigned outcome performance characteristic to the one identified agent.

A system for routing callers to agents in a call center routing environment, the system comprising:

• one or more computers configured with computer-readable program code, that when executed, will cause performance of the steps:
• determining, by the one or more computers, respective actual outcome performance characteristics for a plurality of agents;
• determining, by the one or more computers, an outcome performance characteristic representative of the plurality of agents;
• identifying, by the one or more computers, a respective one of the agents having an error in the respective agent's outcome performance characteristic greater than a predetermined threshold;
• assigning, by the one or more computers, an outcome performance characteristic for the identified agent which assigned outcome performance is different from the actual outcome performance characteristic for the one identified agent and which is based at least in part on the representative outcome performance characteristic for the plurality of agents;
• and
• routing, by the one or more computers, a caller to one of the plurality of agents based on the outcome performance characteristics, the outcome performance characteristics including the assigned outcome performance characteristic to the identified agent.

A non-transitory computer readable storage medium comprising computer readable instructions for carrying out, when executed by one or more computers, the method:

• identifying, by the one or more computers, one agent from a plurality of agents, wherein the one agent identified has a number of calls fewer than a predetermined number;
• computing and assigning, by the one or more computers, a respective assigned outcome performance characteristic to the one identified agent, wherein the assigned outcome performance is different from an actual outcome performance characteristic for the identified agent, and is based at least in part on the performance of one or more other of the agents;
• and
• routing, by the one or more computers, a caller to an agent of the plurality of agents based on respective outcome performance characteristics of the plurality of agents, the outcome performance characteristics including the assigned outcome performance characteristic to the one identified agent.

A non-transitory computer readable storage medium comprising computer readable instructions for carrying out, when executed by one or more computers, the method:

• determining, by the one or more computers, respective actual outcome performance characteristics for a plurality of agents;
• determining, by the one or more computers, an outcome performance characteristic representative of the plurality of agents;
• identifying, by the one or more computers, a respective one of the agents having an error in the respective agent's outcome performance characteristic greater than a predetermined threshold;
• assigning, by the one or more computers, an outcome performance characteristic for the identified agent which assigned outcome performance is different from the actual outcome performance characteristic for the one identified agent and which is based at least in part on the representative outcome performance characteristic for the plurality of agents;
• and
• routing, by the one or more computers, a caller to one of the plurality of agents based on the outcome performance characteristics, the outcome performance characteristics including the assigned outcome performance characteristic to the identified agent.