CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION
摘要
Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.
申请公布号
WO2013148453(A1)
申请公布日期
2013.10.03
申请号
WO2013US33265
申请日期
2013.03.21
申请人
THE RESOURCE GROUP INTERNATIONAL, LTD.;SPOTTISWOODE, S. JAMES, P.;CHISHTI, ZIA