AGENT SATISFACTION DATA FOR CALL ROUTING BASED ON PATTERN MATCHING ALOGRITHM
First Claim
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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Accused Products
Abstract
Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.
329 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 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method for routing callers to agents in a call-center routing environment, the method comprising the acts of:
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determining at least one agent data for an agent, wherein the agent data comprises agent satisfaction data associated with past agent-caller pairings; determining at least one caller data for a plurality of callers; using the agent data and the caller data in a pattern matching algorithm; and causing routing of one of the plurality of callers to the agents based on the pattern matching algorithm.
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14. Apparatus for routing callers to agents in a call center routing environment, the apparatus comprising:
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logic for comparing at least one agent data for each of two agents with at least one caller data for a caller via a pattern matching algorithm, wherein the agent data comprises agent satisfaction data associated with past agent-caller pairings; and logic for causing routing of the caller to one of the two agents based on the pattern matching algorithm. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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21. Computer readable storage medium comprising computer readable instructions for carrying out the method of:
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logic for comparing at least one agent data for each of two agents with at least one caller data for a caller via a pattern matching algorithm, wherein the agent data comprises agent satisfaction data associated with past agent-caller pairings; and logic for causing routing of the caller to one of the two agents based on the pattern matching algorithm. - View Dependent Claims (22, 23, 24, 25, 26, 27)
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Specification