Selective mapping of callers in a call center routing system

• US 10,320,986 B2
• Filed: 04/13/2018
• Issued: 06/11/2019
• Est. Priority Date: 11/06/2008
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Afiniti Europe Technologies Limited (Afiniti Ltd)
• Inventors: Chishti, Zia
• Primary Examiner(s): Al Aubaidi, Rasha S
• Application Number:
  US15/952,843
• Publication Number:
  US 20180234546A1
• Time in Patent Office: 424 Days
• Field of Search: 37926501-26502, 37926511-26512, 37926601
• CPC Class Codes: H04M 2201/10 Logic circuits
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5236 Sequential or circular distribution

Abstract

Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.

Claims

1. A method for evaluating pairing strategies in a contact center system comprising:

determining, by at least one computer processor communicatively coupled to and configured to evaluate pairing strategies in the contact center system, a first plurality of interaction outcomes in a contact center system, wherein determining the first plurality of interaction outcomes comprises establishing, by a switch of the contact center system, a connection between a contact and an agent paired in the contact center system using one of a plurality of pairing strategies and logging an outcome of an interaction between the contact and the agent;

retrieving, by the at least one computer processor, for each of the first plurality of interaction outcomes, an indicator associated with the each of the first plurality of interaction outcomes, wherein the indicator indicates which of the plurality of pairing strategies was used for each of the first plurality of interaction outcomes;

determining, by the at least one computer processor, a first subset of the first plurality of interaction outcomes associated with indicators indicating a first pairing strategy of the plurality of pairing strategies was used;

determining, by the at least one computer processor, a second subset of the first plurality of interaction outcomes associated with indicators indicating a second pairing strategy of the plurality of pairing strategies was used; and

comparing, by the at least one computer processor, the first subset with the second subset to determine a first amount of performance gain attributable to the first pairing strategy over the second pairing strategy.

2. The method of claim 1, wherein the first pairing strategy comprises a behavioral pairing strategy.

3. The method of claim 1, wherein the second pairing strategy comprises a performance-based routing strategy or a queue-based routing strategy.

4. The method of claim 1, further comprising:

updating, by the at least one computer processor, a pairing model associated with the first pairing strategy based on the first amount of performance gain and the first plurality of interaction outcomes.

5. The method of claim 1, further comprising:

generating, by the at least one computer processor, a report comprising the first amount of performance gain.

6. The method of claim 1, wherein each of the first plurality of interaction outcomes is stored in a database including a field for storing the indicator associated with each of the first plurality of interaction outcomes.

7. The method of claim 1, wherein each of the first plurality of interaction outcomes is a result of an interaction between a respective contact and a respective agent paired in a contact center system using one of the plurality of pairing strategies.

8. A system for evaluating pairing strategies in a contact center system comprising:

at least one computer processor communicatively coupled to and configured to evaluate pairing strategies in the contact center system, wherein the at least one computer processor is configured to;

determine a first plurality of interaction outcomes in a contact center system, wherein determining the first plurality of interaction outcomes comprises establishing, by a switch of the contact center system, a connection between a contact and an agent paired in the contact center system using one of a plurality of pairing strategies and logging an outcome of an interaction between the contact and the agent;

retrieve, for each of the first plurality of interaction outcomes, an indicator associated with the each of the first plurality of interaction outcomes, wherein the indicator indicates which of the plurality of pairing strategies was used for each of the first plurality of interaction outcomes;

determine a first subset of the first plurality of interaction outcomes associated with indicators indicating a first pairing strategy of the plurality of pairing strategies was used;

determine a second subset of the first plurality of interaction outcomes associated with indicators indicating a second pairing strategy of the plurality of pairing strategies was used; and

compare the first subset with the second subset to determine a first amount of performance gain attributable to the first pairing strategy over the second pairing strategy.

9. The system of claim 8, wherein the first pairing strategy comprises a behavioral pairing strategy.

10. The system of claim 8, wherein the second pairing strategy comprises a performance-based routing strategy or a queue-based routing strategy.

11. The system of claim 8, wherein the at least one computer processor is further configured to:

update a pairing model associated with the first pairing strategy based on the first amount of performance gain and the first plurality of interaction outcomes.

12. The system of claim 8, wherein the at least one computer processor is further configured to:

generate a report comprising the first amount of performance gain.

13. The system of claim 8, wherein each of the first plurality of interaction outcomes is stored in a database including a field for storing the indicator associated with each of the first plurality of interaction outcomes.

14. The system of claim 8, wherein each of the first plurality of interaction outcomes is a result of an interaction between a respective contact and a respective agent paired in a contact center system using one of the plurality of pairing strategies.

15. An article of manufacture for evaluating pairing strategies 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 evaluate pairing strategies in the contact center system and thereby cause the at least one computer processor to operate so as to;

determine a first plurality of interaction outcomes in a contact center system, wherein determining the first plurality of interaction outcomes comprises establishing, by a switch of the contact center system, a connection between a contact and an agent paired in the contact center system using one of a plurality of pairing strategies and logging an outcome of an interaction between the contact and the agent;

retrieve, for each of the first plurality of interaction outcomes, an indicator associated with the each of the first plurality of interaction outcomes, wherein the indicator indicates which of the plurality of pairing strategies was used for each of the first plurality of interaction outcomes;

determine a first subset of the first plurality of interaction outcomes associated with indicators indicating a first pairing strategy of the plurality of pairing strategies was used;

determine a second subset of the first plurality of interaction outcomes associated with indicators indicating a second pairing strategy of the plurality of pairing strategies was used; and

compare the first subset with the second subset to determine a first amount of performance gain attributable to the first pairing strategy over the second pairing strategy.

16. The article of manufacture of claim 15, wherein the first pairing strategy comprises a behavioral pairing strategy.

17. The article of manufacture of claim 15, wherein the second pairing strategy comprises a performance-based routing strategy or a queue-based routing strategy.

18. The article of manufacture of claim 15, wherein the at least one computer processor is caused to operate further so as to:

update a pairing model associated with the first pairing strategy based on the first amount of performance gain and the first plurality of interaction outcomes.

19. The article of manufacture of claim 15, wherein the at least one computer processor is caused to operate further so as to:

generate a report comprising the first amount of performance gain.

20. The article of manufacture of claim 15, wherein each of the first plurality of interaction outcomes is stored in a database including a field for storing the indicator associated with each of the first plurality of interaction outcomes.