Patent ID: 9025757
Filing Date: 2015-05-05
Classification: G06Q,H04M

Abstract:
1. A method, comprising: determining or obtaining or receiving, by one or more computers, a distribution of real agent performance from previous real agent performance data for a respective skill k in a set of skills; determining, by the one or more computers, a set of hypothetical agents with respective hypothetical agent performances AP calculating for each of the set of hypothetical agents, by the one or more computers, a posterior distribution taking into account actual results of a respective actual agent in each of the set of skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances AP wherein the calculating the posterior distribution comprises: determining, by the one or more computers, one of the hypothetical agents with a better value of total probability TP as the respective actual agent's most probable global performance; and connecting, by the one or more computers, the respective actual agent to one of a set of callers based at least in part on the respective actual agent's most probable performance.