发明名称 |
Call mapping systems and methods using bayesian mean regression (BMR) |
摘要 |
A method comprising: determining a distribution of real agent performance from previous real agent performance data; determining a set of hypothetical agents with respective hypothetical agent performances APi ranging from a worst performance to a best performance; calculating for each of the set of hypothetical agents a posterior distribution taking into account actual results of a respective actual agent in multiple skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances APi, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents; repeating calculating the posterior distribution steps for multiple of the hypothetical agents to obtain the respective total probabilities for the respective hypothetical agents; determining one hypothetical agent with a better value of total probability as the actual agent's most probable global performance. This method may also be applied to obtain caller global propensity. |
申请公布号 |
AU2013240131(B2) |
申请公布日期 |
2016.12.08 |
申请号 |
AU20130240131 |
申请日期 |
2013.03.21 |
申请人 |
AFINITI International Holdings, Ltd. |
发明人 |
Spottiswoode, S. James P.;Chishti, Zia |
分类号 |
H04M3/523 |
主分类号 |
H04M3/523 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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