Jumping callers held in queue for a call center routing system
First Claim
1. A method for routing callers to agents in a call-center routing environment, the method comprising the acts of:
- identifying caller data for a caller of a set of callers in a queue; and
jumping the caller to a different position within the queue based on the caller data, the caller data comprising one or both of demographic data and psychographic data.
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Accused Products
Abstract
Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
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Citations
33 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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identifying caller data for a caller of a set of callers in a queue; and jumping the caller to a different position within the queue based on the caller data, the caller data comprising one or both of demographic data and psychographic data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. Apparatus for routing callers to agents in a call-center environment, the apparatus comprising logic for causing:
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identifying caller data for a caller of a set of callers in a queue; and jumping the caller to a different position within the queue based on the caller data, the caller data comprising one or both of demographic data and psychographic data. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. Computer readable storage medium comprising computer readable instructions for carrying out a method comprising the acts of:
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identifying caller data for a caller of a set of callers in a queue; and jumping the caller to a different position within the queue based on the caller data, the caller data comprising one or both of demographic data and psychographic data. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33)
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Specification