Patent Document ID: 9894205
Application ID: 14494041
Patent Flag: 1

Claim One:
1. A method for determining a performance value indicating performance of an agent in a contact center handling outbound calls, comprising: developing a predictive model configured to indicate an expected likelihood of a successful outcome of the agent interacting with a respective account holder represented by a contact in a dialing list; initiating an outbound call for each of a plurality of contacts in the dialing list by a call handler, wherein upon the outbound call resulting in a right party connect in which the respective account holder interacts with the agent: determining the expected likelihood of the successful outcome by a predictive module platform system using the predictive model for the outbound call; incrementing a cumulative expected success value for the agent by the predictive module platform system adding the expected likelihood of the successful outcome to the cumulative expected success value; receiving a call disposition code at the call handler indicated by the agent for the outbound call, the call disposition code indicating whether the successful outcome occurred from the agent interacting with the respective account holder; and incrementing a cumulative actual success value for the agent by the predictive module platform system adding a predetermined value to the cumulative actual success value upon the call disposition code indicating the successful outcome occurred; ascertaining the performance value for the agent by comparing the cumulative actual success value with the cumulative expected success value; ranking the performance value of the agent among a plurality of performance values associated with a plurality of agents; identifying the agent as a top performer with respect to the plurality of agents based on the ranking of the performance value of the agent; and in response to identifying the agent as a top performer: identifying a plurality of outbound calls handled by the agent in which the expected likelihood of the successful outcome for each of the calls in the plurality of outbound calls was below a threshold value and the disposition code for each of the calls in the plurality of outbound calls indicated the successful outcome occurred; and performing speech analytics on the plurality of outbound calls by a speech analytics system to identify one or more common characteristics within the plurality of outbound calls reflective of one or more skills of the agent in handling the plurality of outbound calls.