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
WO2013148452(A1)
申请公布日期
2013.10.03
申请号
WO2013US33261
申请日期
2013.03.21
申请人
THE RESOURCE GROUP INTERNATIONAL, LTD.;SPOTTISWOODE, S. JAMES P.;CHISHTI, ZIA