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AGENT SATISFACTION DATA FOR CALL ROUTING BASED ON PATTERN MATCHING ALOGRITHM

  • US 20100054452A1
  • Filed: 08/29/2008
  • Published: 03/04/2010
  • Est. Priority Date: 08/29/2008
  • Status: Active Grant
First Claim
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1. A method for routing callers to agents in a call-center routing environment, the method comprising the acts of:

  • determining at least one agent data for each of two agents, wherein the agent data comprises agent satisfaction data associated with past agent-caller pairings;

    determining at least one caller data for a caller;

    using the agent data and the caller data in a pattern matching algorithm; and

    causing routing of the caller to one of the two agents based on the pattern matching algorithm.

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