US 11,057,523 B1
Systems and methods for routing incoming calls to operator devices based on performance analytics
Benny Philip, New York, NY (US); and Chirag Jain, New York, NY (US)
Assigned to CaaStle, Inc., New York, NY (US)
Filed by CaaStle, Inc., New York, NY (US)
Filed on Mar. 13, 2020, as Appl. No. 16/818,224.
Int. Cl. H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04L 12/66 (2006.01); H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5233 (2013.01) [H04M 3/5175 (2013.01); H04M 3/5237 (2013.01); H04M 2201/42 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method executed by at least one processor comprising:
receiving call data generated from a call center, the call data comprising attributes and results of phone calls received over a period of time by a plurality of agents associated with the call center, each agent being associated with an agent ID;
evaluating the received call data to calculate a plurality of agent call performance rates, each agent call performance rate calculated for each agent ID for each of a plurality of intervals within the period of time, each agent call performance rate being calculated at least in part based on an agent save rate calculated based on subscriber cancellation postponement data for the agent;
applying a weighting factor, via a processor receiving instructions from a dynamic dashboard, to each calculated agent call performance rate, such that a higher weight is assigned to more recent intervals of the period time and a lower weight is assigned to less recent intervals of the period time;
generating a weighted agent call performance score for each of the plurality of agents based on the weighted agent call performance rates for that agent;
categorizing, via the processor receiving instructions from the dynamic dashboard, each agent of the plurality of agents into a performance category based on the generated weighted agent call performance score of each respective agent;
modifying, via the processor receiving instructions from the dynamic dashboard, the performance category for at least one of the agents based on an adjustment received via the dynamic dashboard; and
automatically assigning, via the processor receiving instructions from the dynamic dashboard, new calls incoming to the call center to one or more of the agents based on the category into which each agent is categorized and an attribute of the respective incoming call.