Bias correction for scrubbing providers

Details Bias correction for scrubbing providers Bias correction for scrubbing providers

2009-02-27

2011-11-29

Pham, Chi H. (Department: 2471)

Multiplex communications

Fault recovery

C370S235000, C370S252000, C370S437000

Reexamination Certificate

active

08068410

ABSTRACT:
A decision about provider quality based on a quality metric observed says little about the quality of the provider. Further, the decision may be biased by a variation in customer contributions to the quality metric observed or by a variation in a number of completed calls received by a provider. Accordingly, a method and corresponding apparatus are provided to evaluate quality and to correct bias by determining a standard that accounts for at least one source of bias, comparing an observed measure of a provider against the standard to produce an evaluation of the observed measure of the provider, and affecting a decision about the quality of the provider based on the evaluation. As a result, an unbiased decision, for example, to scrub a provider can be made and in some instances, a provider may be rescued from being scrubbed.

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