Matching using agent/caller sensitivity to performance
First Claim
1. A method for pairing in a contact center system comprising:
- pairing, by at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system, a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and
establishing, by a routing engine of the contact center system, a communications channel between the first contact and the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system by taking into account the first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact.
2 Assignments
0 Petitions
Accused Products
Abstract
A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
251 Citations
20 Claims
-
1. A method for pairing in a contact center system comprising:
-
pairing, by at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system, a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and establishing, by a routing engine of the contact center system, a communications channel between the first contact and the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system by taking into account the first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact. - View Dependent Claims (2, 3, 4, 5, 6, 7)
-
-
8. A system for pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system, wherein the at least one computer processor is further configured to; pair a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and establish, by a routing engine of the contact center system, a communications channel between the first contact and the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system by taking into account the first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact. - View Dependent Claims (9, 10, 11, 12, 13, 14)
-
15. An article of manufacture for pairing in a contact center system comprising:
-
a non-transitory processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to; pair a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and establish, by a routing engine of the contact center system, a communications channel between the first contact and the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system by taking into account the first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact. - View Dependent Claims (16, 17, 18, 19, 20)
-
Specification