Systems and methods for relative gain in predictive routing

Patent metadata

Field	Value
Publication number	US-12425519-B2
Application number	US-202318365577-A
Country	US
Kind code	B2
Filing date	Aug 4, 2023
Priority date	Dec 19, 2022
Publication date	Sep 23, 2025
Grant date	Sep 23, 2025

Abstract

A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining a predictive routing score for each prospective contact center agent to which the interaction can be routed based on a historical performance of each prospective agent, determining a relative gain for each prospective agent based on an interaction class of the interaction, an agent class performance of the prospective agent, and an agent value of the prospective agent, wherein the relative gain of a respective agent is indicative of a relative optimization improvement of routing the interaction to the respective agent relative to another of the prospective agents, ranking the prospective agents based on the associated predictive routing score and the associated relative gain for each prospective agent, and routing the interaction to an agent selected based on the ranking of the prospective agents.

First claim

What is claimed is:

1. A method of leveraging relative gain in predictive routing of interactions to contact center agents, the method comprising:
identifying an interaction to be routed to a contact center agent;
determining a predictive routing score for each prospective contact center agent of a plurality of prospective contact center agents to which the interaction can be routed based on a historical performance of each prospective contact center agent;
determining a relative gain for each prospective contact center agent based on an interaction class of the interaction, an agent class performance of the prospective contact center agent, and an agent value of the prospective contact center agent, wherein the relative gain of a respective contact center agent is indicative of a relative optimization improvement of routing the interaction to the respective contact center agent relative to another of the prospective contact center agents;
ranking the prospective contact center agents based on the associated predictive routing score and the associated relative gain for each prospective contact center agent;
selecting the contact center agent of the prospective contact center agents based on the ranking of the prospective contact center agents;
routing the interaction to the selected contact center agent;
determining the interaction class of the interaction in response to identifying the interaction to be routed to the contact center agent;
identifying a prospective interaction class;
determining an average handle time and an agent performance rank of each contact center agent for the identified prospective interaction class based on historical performance data of each contact center agent;
determining whether relative gain criteria are satisfied based on the average handle time and the agent performance rank of each contact center agent for the identified prospective interaction class; and
defining the prospective interaction class as an interaction class for relative gain analysis in response to determining that the relative gain criteria are satisfied.

2. The method of claim 1 , wherein the historical performance of each prospective contact center agent is associated with a historical performance of the respective prospective contact center agent with handling interactions of the interaction class.

3. The method of claim 1 , further comprising ranking the prospective contact center agents based on the associated predictive routing score for each prospective contact center agent to determine a first agent ranking;
wherein ranking the prospective contact center agents based on the associated predictive routing score and the associated relative gain for each prospective contact center agent comprises re-ranking the first agent ranking based on the associated relative gain for each prospective contact center agent to determine a second agent ranking; and
wherein selecting the contact center agent of the prospective contact center agents based on the ranking comprises selecting the contact center agent of the prospective contact center agents based on the second agent ranking.

4. The method of claim 1 , wherein determining the relative gain for each prospective contact center agent based on the interaction class of the interaction comprises determining the relative gain for each prospective contact center agent based on a class value associated with the interaction class.

5. The method of claim 1 , wherein the interaction class is selected from a plurality of interaction classes predefined by an administrator.

6. The method of claim 1 , wherein the plurality of interaction classes is defined by machine learning.

7. The method of claim 1 , wherein determining whether the relative gain criteria are satisfied comprises:
determining an agent performance rank variance metric from the agent performance rank of each contact center agent for the identified prospective interaction class; and
determining an average handle time variance metric from the average handle time of each contact center agent for the identified prospective interaction class.

8. The method of claim 7 , wherein the relative gain criteria are satisfied in response to a determination that the agent performance rank variance metric exceeds a first threshold and the average handle time variance metric is less than a second threshold.

9. The method of claim 7 , wherein each of the agent performance variance metric and the average handle time variance metric is a coefficient of variation.

10. A system for leveraging relative gain in predictive routing of interactions to contact center agents, the system comprising:
at least one processor; and
at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to:
identify an interaction to be routed to a contact center agent;
determine a predictive routing score for each prospective contact center agent of a plurality of prospective contact center agents to which the interaction can be routed based on a historical performance of each prospective contact center agent;
determine a relative gain for each prospective contact center agent based on an interaction class of the interaction, an agent class performance of the prospective contact center agent, and an agent value of the prospective contact center agent, wherein the relative gain of a respective contact center agent is indicative of a relative optimization improvement of routing the interaction to the respective contact center agent relative to another of the prospective contact center agents;
rank the prospective contact center agents based on the associated predictive routing score and the associated relative gain for each prospective contact center agent;
select the contact center agent of the prospective contact center agents based on the ranking of the prospective contact center agents;
route the interaction to the selected contact center agent;
determine the interaction class of the interaction in response to identifying the interaction to be routed to the contact center agent;
identify a prospective interaction class;
determine an average handle time and an agent performance rank of each contact center agent for the identified prospective interaction class based on historical performance data of each contact center agent;
determine whether relative gain criteria are satisfied based on the average handle time and the agent performance rank of each contact center agent for the identified prospective interaction class; and
define the prospective interaction class as an interaction class for relative gain analysis in response to determining that the relative gain criteria are satisfied.

11. The system of claim 10 , wherein the historical performance of each prospective contact center agent is associated with a historical performance of the respective prospective contact center agent with handling interactions of the interaction class.

12. The system of claim 10 , wherein the plurality of instructions further causes the system to rank the prospective contact center agents based on the associated predictive routing score for each prospective contact center agent to determine a first agent ranking;
wherein to rank the prospective contact center agents based on the associated predictive routing score and the associated relative gain for each prospective contact center agent comprises to re-rank the first agent ranking based on the associated relative gain for each prospective contact center agent to determine a second agent ranking; and
wherein to select the contact center agent of the prospective contact

Assignees

• Genesys Cloud Services Inc

Inventors

• Muñoz Emir
• Galanpoulos Apostolos
• Toth Greg
• Farrell David
• Dabrowski Maciej

Classifications

• H04M3/5238

  with waiting time or load prediction arrangements · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M2203/402

  Agent or workforce management · CPC title

• H04M3/5233 Primary

  Operator skill based call distribution · CPC title