Agent training sensitive call routing system
First Claim
1. A method optimizing a matching of individuals for engaging in a communication, comprising:
- retrieving profiles for a plurality of individuals, each respective profile representing at least dynamic characteristics of the respective individual, a subjective preference of the respective individual, and a past history of the respective individual;
evaluating, with at least one automated processor, a plurality of proposed communications between the respective individuals, based on at least a predicted economic value of a respective proposed communication between respective individuals at a time after the respective proposed communication has concluded, based on at least the respective profiles of the respective individuals, a predicted change in the dynamic characteristics of the respective individuals, and an availability of the respective individuals;
matching respective individuals for an actual communication, with the at least one automated processor, based on at least an optimization of the evaluations of the plurality of proposed communications and an at least partial balancing of availability of respective individuals;
initiating the actual communication between the respective individuals by control of au automated communication router, dependent on an acceptance of the actual communication by the matched respective individuals; and
updating the respective profiles based on changes in the dynamic characteristics of the respective individuals and the past history.
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Abstract
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
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Citations
20 Claims
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1. A method optimizing a matching of individuals for engaging in a communication, comprising:
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retrieving profiles for a plurality of individuals, each respective profile representing at least dynamic characteristics of the respective individual, a subjective preference of the respective individual, and a past history of the respective individual; evaluating, with at least one automated processor, a plurality of proposed communications between the respective individuals, based on at least a predicted economic value of a respective proposed communication between respective individuals at a time after the respective proposed communication has concluded, based on at least the respective profiles of the respective individuals, a predicted change in the dynamic characteristics of the respective individuals, and an availability of the respective individuals; matching respective individuals for an actual communication, with the at least one automated processor, based on at least an optimization of the evaluations of the plurality of proposed communications and an at least partial balancing of availability of respective individuals; initiating the actual communication between the respective individuals by control of au automated communication router, dependent on an acceptance of the actual communication by the matched respective individuals; and updating the respective profiles based on changes in the dynamic characteristics of the respective individuals and the past history. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for optimizing a matching of individuals for engaging in a communication, comprising:
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a memory configured to store profiles for a plurality of individuals, each respective profile comprising dynamic information dependent on characteristics of the individual, a subjective preference of the individual, and a past history of the individual; at least one automated processor, configured to; evaluate a plurality of proposed communications between respective individuals, based on at least a predicted economic value of the proposed communication at a time after the proposed communication has concluded, the respective profiles of the individuals, a predicted change in the dynamic information of the respective profiles of respective individuals involved in the proposed communication, and an availability of the respective individuals; match respective individuals for an actual communication with another respective individual based on at least an optimization of the evaluation, said match being at least partially balanced among respective individuals with respect to availability of respective individuals; and update the respective profiles based on changes in the dynamic information and the past history; and a communication router configured to conduct the actual communication between the respective individuals dependent on acceptance of the actual communication by the matched respective individuals. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A method optimizing communications of sets of individuals, comprising:
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retrieving profiles for a plurality of individuals, each profile being dependent on at least dynamically-changing characteristics of a respective individual, and a preference of the respective individual; determining, with at least one automated processor, a predicted economic value of a communication between respective sets of individuals reflecting a period after an initiated communication has concluded; matching respective sets of individuals for a prospective communication based at least on the determined predicted economic value of the communication and a predicted change in the dynamically-changing characteristics of the sets of individuals dependent on the communication, and at least a partial balancing of availability of respective individuals for the communication; proposing a communication between respective sets of individuals dependent on the matching; initiating an interactive communication between the respective sets of individuals subsequent to acceptance of the proposed communication by control of an automated communication router; and updating the respective profiles of at least one participant in the communication based on a communication-dependent change in the dynamically-changing characteristics.
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Specification