Routing callers out of queue order for a call center routing system

• US 20090190750A1
• Filed: 12/09/2008
• Published: 07/30/2009
• Est. Priority Date: 01/28/2008
• Status: Abandoned Application

• Current Assignee: Afiniti Ltd
• Original Assignee: The Resource Group International Ltd
• Inventors: Spottiswoode, S. James P., Xie, Qiaobing
• Application Number:
  US12/331,186
• Publication Number:
  US 20090190750A1
• Time in Patent Office: Days
• US Class Current: 379/266.03
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

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 of a plurality of callers in a queue, and routing the caller from the queue out of queue order. For example, a caller that is not at the top of the queue may be routed from the queue based on the identified caller data, out of order with respect to the queue order. The caller may be routed to another queue of callers, a pool of callers, or an agent based on the identified caller data, where the caller data may include one or both of demographic and psychographic data. The caller may be routed from the queue based on comparing the caller data with agent data associated with an agent 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.

Claims

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 plurality of callers in a queue; and

routing the caller from the queue out of queue order.

2. The method of claim 1, wherein the caller is routed to an agent, another queue of callers, or a pool of callers based on the identified caller data.

3. The method of claim 2, wherein the caller data comprise demographic or psychographic data.

4. The method of claim 1, wherein the caller data comprises demographic or psychographic data.

5. The method of claim 1, wherein routing the caller from the queue is further based on comparing the caller data with agent data associated with an agent.

6. The method of claim 5, wherein the caller data and agent data are compared via a pattern matching algorithm.

7. The method of claim 5, wherein comparing further comprising comparing the agent data to the caller data via a pattern matching algorithm and routing the best matching caller to an agent.

8. The method of claim 5, wherein comparing comprises comparing the agent data to the caller data via a computer model reflecting a predicted chance of a desired interaction.

9. The method of claim 8, further comprising routing the caller to the agent having the highest chance of the desired interaction.

10. The method of claim 1, further comprising routing the caller to the next available agent if a hold threshold for the caller is exceeded.

11. The method of claim 10, wherein the hold threshold comprises one or more of a time period, number of times the caller is skipped by other callers, or a multiple of a predicted hold time.

12. The method of claim 10, wherein the hold threshold is adjustable by a user.

13. The method of claim 10, herein the hold threshold is adjustable by a user, and further comprising logic for causing display of an estimate of one or more output performance variables in response to a change in the hold threshold.

14. The method of claim 1, further comprising applying a cost function to the set of incoming callers.

15. Apparatus for routing callers to agents in a call-center environment, the apparatus comprising logic for causing:

identifying caller data for a caller of a plurality of callers in a queue; and

routing the caller from the queue out of queue order.

16. The apparatus of claim 15, wherein the caller is routed to an agent, another queue of callers, or a pool of callers based on the identified caller data.

17. The apparatus of claim 16, wherein the caller data comprise demographic or psychographic data.

18. The apparatus of claim 15, wherein the caller data comprises demographic or psychographic data.

19. The apparatus of claim 15, wherein routing the caller from the queue is further based on comparing the caller data with agent data associated with an agent.

20. The apparatus of claim 19, wherein the caller data and agent data are compared via a pattern matching algorithm.

21. The apparatus of claim 19, wherein comparing further comprising comparing the agent data to the caller data via a pattern matching algorithm and routing the best matching caller to an agent.

22. The apparatus of claim 19, wherein comparing comprises comparing the agent data to the caller data via a computer model reflecting a predicted chance of a desired interaction.

23. The apparatus of claim 22, further comprising logic for routing the caller to the agent having the highest chance of the desired interaction.

24. The apparatus of claim 15, further comprising logic for routing the caller to the next available agent if a hold threshold for the caller is exceeded.

25. The apparatus of claim 24, wherein the hold threshold comprises one or more of a time period, number of times the caller is skipped by other callers, or a multiple of a predicted hold time.

26. The apparatus of claim 24, wherein the hold threshold is adjustable by a user.

27. The apparatus of claim 24, herein the hold threshold is adjustable by a user, and further comprising logic for causing display of an estimate of one or more output performance variables in response to a change in the hold threshold.

28. The apparatus of claim 15, further comprising logic for applying a cost function to the set of incoming callers.

29. Computer readable storage medium comprising computer readable instructions for carrying out a method comprising the acts of:

identifying caller data for a caller of a plurality of callers in a queue; and

routing the caller from the queue out of queue order.

30. The computer readable storage medium of claim 29, wherein the caller is routed to an agent, another queue of callers, or a pool of callers based on the identified caller data.

31. The computer readable storage medium of claim 30, wherein the caller data comprise demographic or psychographic data.

32. The computer readable storage medium of claim 29, wherein the caller data comprises demographic or psychographic data.

33. The computer readable storage medium of claim 29, wherein routing the caller from the queue is further based on comparing the caller data with agent data associated with an agent.

34. The computer readable storage medium of claim 33, wherein the caller data and agent data are compared via a pattern matching algorithm.

35. The computer readable storage medium of claim 33, wherein comparing further comprising comparing the agent data to the caller data via a pattern matching algorithm and routing the best matching caller to an agent.

36. The computer readable storage medium of claim 33, wherein comparing comprises comparing the agent data to the caller data via a computer model reflecting a predicted chance of a desired interaction.

37. The computer readable storage medium of claim 36, further comprising instructions for routing the caller to the agent having the highest chance of the desired interaction.

38. The computer readable storage medium of claim 29, further comprising instructions for routing the caller to the next available agent if a hold threshold for the caller is exceeded.

39. The computer readable storage medium of claim 38, wherein the hold threshold comprises one or more of a time period, number of times the caller is skipped by other callers, or a multiple of a predicted hold time.

40. The computer readable storage medium of claim 38, wherein the hold threshold is adjustable by a user.

41. The computer readable storage medium of claim 38, herein the hold threshold is adjustable by a user, and further comprising logic for causing display of an estimate of one or more output performance variables in response to a change in the hold threshold.

42. The computer readable storage medium of claim 29, further comprising instructions for applying a cost function to the set of incoming callers.