Abstract: Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.

Abstract: Provided herein is a system and method to produce a composite rating using context information. The method may include: measuring a first and a second metric in a first and a second context respectively, to provide a first and a second contextual measurement, respectively; transforming the first contextual measurement to a first plurality of semantic context values by use of a first plurality of pertaining functions; transforming the second contextual measurement to a second plurality of semantic context values by use of a second plurality of pertaining functions; combining one or more of the first plurality of semantic context values and one or more of the second plurality of semantic context values, by use of one or more fuzzy logic rules, to produce a plurality of semantic distributions; and calculating a centroid of a merger of the plurality of semantic distributions in order to produce the composite rating.

Abstract: Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.