Patent ID: 9277055
Filing Date: 2016-03-01
CPC Classification: G06F,G06Q,H04M,Y04S

Claim Text:
1. A method, comprising: obtaining, by one or more computers, agent performance data for a set of agents; ranking or percentiling, by the one or more computers, the agents based at least in part on the agent performance data; dividing, by the one or more computers, the agents into agent performance ranges based at least in part on the ranking or percentiling step; partitioning, by the one or more computers, callers in a set of callers based on one or more criteria into a set of partitions; determining for each of the partitions, by the one or more computers, an outcome value comprising a statistical chance or likelihood for a particular outcome at least for a first one of the agent performance ranges and for a second one of the agent performance ranges based at least in part on caller partition data: calculating, by the one or more computers, for each of the partitions an outcome value difference indicator based at least in part on the outcome value for the first agent performance range and the outcome value for the second agent performance range; performing distribution compensation, by the one or more computers, using an edge compensation algorithm applied to at least one selected from the group of a distribution of the agent rankings or percentiling and a distribution of caller rankings or percentiling, near at least one edge of the respective distribution, to obtain edge compensated rankings or percentiles, wherein the ranking or percentile of the callers is based at least in part on the outcome values for the partitions of the respective callers; and matching, by the one or more computers, a respective agent with respective performance data to a respective caller in one of the partitions, based at least in part on the outcome value difference indicators for the partitions, where at least one of the agent rankings or percentiles or caller rankings or percentiles has been distribution compensated.