ROUTING CALLERS TO AGENTS BASED ON PERSONALITY DATA OF AGENTS

• US 20100020959A1
• Filed: 11/07/2008
• Published: 01/28/2010
• Est. Priority Date: 07/28/2008
• Status: Abandoned Application

• Current Assignee: Afiniti Ltd
• Original Assignee: The Resource Group International Ltd
• Inventors: SPOTTISWOODE, S. James P.
• Application Number:
  US12/267,459
• Publication Number:
  US 20100020959A1
• Time in Patent Office: Days
• US Class Current: 379/265.100
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

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 routing a caller from a set of callers to an agent from a set of agents based on a pattern matching algorithm utilizing caller data associated with the caller from the set of callers and agent data associated with the agent from the set of agents. One or both of the caller data and agent data includes personality data, e.g., from a personality profile, associated with the caller or agent. The personality data and profile may be generated from administration of a personality test such as a Myers-Brigg Type Indicator questionnaire.

Claims

1. A method for operating a call routing center, the method comprising:

routing a caller from a set of callers to an agent from a set of agents based on a pattern matching algorithm utilizing;

agent data associated with the agent from the set of agents; and

caller data associated with the caller from the set of callers, wherein one or both of the agent data and the caller data comprises personality data.

2. The method of claim 1, wherein the set of callers comprises at least one caller and the set of agents comprises at least one agent.

3. The method of claim 1, wherein the personality data is associated with a personality profile.

4. The method of claim 3, wherein the personality profile is generated using a personality test.

5. The method of claim 4, wherein the personality test comprises a Myers-Brigg Type Indicator questionnaire.

6. The method of claim 1, wherein the personality data indicates a personality type.

7. The method of claim 1, wherein the caller is not routed based on a queue order.

8. The method of claim 1, wherein the caller is not routed based solely on a queue order.

9. A computer readable storage medium comprising program code for operating a call routing center, the computer readable storage medium comprising program code for:

routing a caller from a set of callers to an agent from a set of agents based on a pattern matching algorithm utilizing;

agent data associated with the agent from the set of agents; and

caller data associated with the caller from the set of callers, wherein one or both of the agent data and the caller data comprises personality data.

10. The computer readable storage medium of claim 9, wherein the set of callers comprises at least one caller and the set of agents comprises at least one agent.

11. The computer readable storage medium of claim 9, wherein the personality data is associated with a personality profile.

12. The computer readable storage medium of claim 11, wherein the personality profile is generated using a personality test.

13. The computer readable storage medium of claim 12, wherein the personality test comprises a Myers-Brigg Type Indicator questionnaire.

14. The computer readable storage medium of claim 9, wherein the caller is not routed based on a queue order.

15. The computer readable storage medium of claim 9, wherein the caller is not routed based solely on a queue order.

16. Apparatus for operating a call routing center, comprising:

personality routing logic for routing a caller from a set of callers to an agent from a set of agents based on a pattern matching algorithm utilizing;

agent data associated with the agent from the set of agents; and

caller data associated with the caller from the set of callers, wherein one or both of the agent data and the caller data comprises personality data.

17. The apparatus of claim 16, wherein the set of callers comprises at least one caller and the set of agents comprises at least one agent.

18. The apparatus of claim 16, wherein the personality data is associated with a personality profile.

19. The apparatus of claim 18, wherein the personality profile is generated using a personality test.

20. The apparatus of claim 19, wherein the personality test comprises a Myers-Brigg Type Indicator questionnaire.

21. The apparatus of claim 16, wherein the caller is not routed based on a queue order.

22. The apparatus of claim 16, wherein the caller is not routed based solely on a queue order.