Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation

A system, comprising:

• one or more computers, configured with program code, that when executed, perform the steps:
• obtaining, by the one or more computers, agent performance data for a set of agents;
• ranking, by the one or more computers, the agents based at least in part on the agent performance data;
• dividing, by the one or more computers, the agents into agent performance ranges based at least in part on the ranking step;
• partitioning, by the one or more computers, callers in a set of callers based on one or more criteria into a set of partitions;
• determining for each of the partitions, by the one or more computers, an outcome value comprising a statistical chance or likelihood for a particular outcome at least for a first one of the agent performance ranges and for a second one of the agent performance ranges;
• calculating, by the one or more computers, for each of the partitions an outcome value difference indicator based at least in part on a difference between the outcome value for the first agent performance range and the outcome value for the second agent performance range;
• and
• matching, by the one or more computers, a respective agent with respective performance data to a respective caller in one of the partitions, based at least in part on the outcome value difference indicators for the partitions.

A a non-transitory computer-readable medium, comprising:

• program code, that when executed by one or more computers, causes the performance of the steps:
• obtaining, by the one or more computers, agent performance data for a set of agents;
• ranking, by the one or more computers, the agents based at least in part on the agent performance data;
• dividing, by the one or more computers, the agents into agent performance ranges based at least in part on the ranking step;
• partitioning, by the one or more computers, callers in a set of callers based on one or more criteria into a set of partitions;
• determining for each of the partitions, by the one or more computers, an outcome value comprising a statistical chance or likelihood for a particular outcome at least for a first one of the agent performance ranges and for a second one of the agent performance ranges;
• calculating, by the one or more computers, for each of the partitions an outcome value difference indicator based at least in part on a difference between the outcome value for the first agent performance range and the outcome value for the second agent performance range;
• and
• matching, by the one or more computers, a respective agent with respective performance data to a respective caller in one of the partitions, based at least in part on the outcome value difference indicators for the partitions.