Call center issue resolution estimation based on probabilistic models
AssigneeXerox Corporation
InventorsShi Zhao, Han Ye
Life of this patent
Estimating the term…
Abstract
A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second issue resolution rate is determined for the calls in the set that were released by the call center agent. The method also includes determining a difference between the first issue resolution rate and the second issue resolution rate. The determined difference is used to generate a performance assessment for the call center agent.
Claims20
A method of assessing performance of a call center agent, the method comprising:
- maintaining, in a computer-readable memory, data corresponding to a plurality of customer calls received from customers and processed by a call center agent, wherein the maintained data comprises:
- an indication of whether the call was a one-time caller call, and
- for each of the one-time caller calls, an indication of whether the call was released by the customer or whether the call was released by the call center agent;
- and
- by a processor:
- identifying, from the plurality of customer calls, a set of the one-time caller calls,
- determining a first issue resolution rate for the calls in the set that were released by the customer,
- determining a second issue resolution rate for the calls in the set that were released by the call center agent,
- determining a difference between the first issue resolution rate and the second issue resolution rate, and
- using the determined difference to generate a performance assessment for the call center agent.
A call center agent performance assessment system, comprising:
- a first non-transitory computer-readable memory portion storing data corresponding to a plurality of customer calls received from customers and processed by a call center agent, wherein the maintained data comprises:
- an indication of whether the call was a one-time caller call, and
- for each of the one-time caller calls, an indication of whether the call was released by the customer or whether the call was released by the call center agent;
- a second non-transitory computer-readable memory portion storing programming instructions that, when executed, are configured to cause a processor to execute a performance assessment method, the method comprising:
- identifying, from the plurality of customer calls, a set of the one-time caller calls,
- determining a first issue resolution rate for the calls in the set that were released by the customer,
- determining a second issue resolution rate for the calls in the set that were released by the call center agent,
- determining a difference between the first issue resolution rate and the second issue resolution rate, and
- using the determined difference to generate a performance assessment for the call center agent.
A method of assessing performance of a call center agent, the method comprising, by a processor:
- retrieving, from a computer-readable memory, data corresponding to a plurality of customer calls processed by a call center agent, wherein the retrieved data for each call comprises:
- an indication of whether the call was a one-time caller call, and
- for each of the one-time caller calls, an indication of whether the call was released by the customer or whether the call was released by the call center agent;
- and
- using the retrieved data to generate a performance assessment for the call center agent;
- and
- taking an action corresponding to the performance assessment.
Dependencies are inferred from the claim text.