CALL ROUTING METHODS AND SYSTEMS BASED ON MULTIPLE VARIABLE STANDARDIZED SCORING
First Claim
1. A method for routing callers to agents in a call-center routing environment, the method comprising the acts of:
- determining a Z-score for two or more output variables of a pattern matching algorithm for matching callers and agents from past agent-caller output data;
determining a linear combination of the two or more output variables; and
routing a caller to an agent based on the linear combination and the pattern matching algorithm.
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Accused Products
Abstract
Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z-score of the variable outputs and determining a linear combination of the determined Z-scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. The output variables may include revenue generation, cost, customer satisfaction performance, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.
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Citations
27 Claims
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1. A method for routing callers to agents in a call-center routing environment, the method comprising the acts of:
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determining a Z-score for two or more output variables of a pattern matching algorithm for matching callers and agents from past agent-caller output data; determining a linear combination of the two or more output variables; and routing a caller to an agent based on the linear combination and the pattern matching algorithm. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. Apparatus for routing callers to agents in a call center routing environment, the apparatus comprising:
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logic for determining a Z-score for two or more output variables of a pattern matching algorithm for matching callers and agents from past agent-caller output data; logic for determining a linear combination of the two or more output variables; and logic for causing a caller to be routed to an agent based on the linear combination and the pattern matching algorithm. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. Computer readable storage medium comprising computer readable instructions for carrying out the method of:
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determining a Z-score for two or more output variables of a pattern matching algorithm for matching callers and agents from past agent-caller output data; determining a linear combination of the two or more output variables; and routing a caller to an agent based on the linear combination and the pattern matching algorithm. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27)
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Specification