Measuring contact center agent effectiveness using a predictive model
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United States of America Patent
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Feb 13, 2018
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app pub date -
Sep 23, 2014
filing date -
Sep 23, 2014
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Abstract
An agent's performance is measured using a predictive model calculating an expected probability of success for each outbound communication, such as a call, handled by the agent that has reached the desired (“right”) party. An agent's cumulative actual performance value is maintained based on each “successful” contact, as indicated by a disposition code provided by the agent. A cumulative expected probability value of a “successful” communication is also maintained based on each call that reaches the right party where the expected probability of a “successful” call is determined by the predictive model. The agent's performance value can be determined by comparing the cumulative actual performance value with the cumulative expected probability of success value. The agent's performance value can then be compared to the performance value of other agents to identify agents performing above-expectations or below-expectations.
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