×

Selective mapping of callers in a call-center routing system based on individual agent settings

  • US 8,295,471 B2
  • Filed: 01/16/2009
  • Issued: 10/23/2012
  • Est. Priority Date: 01/16/2009
  • Status: Active Grant
First Claim
Patent Images

1. A method for routing callers to agents in a call-center routing environment, the method comprising the acts of:

  • causing a first portion of callers to be mapped to an agent of a set of agents according to a pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agent, the first portion of callers selected based at least in part on a power variable associated with the agent, wherein the power variable represents a proportion of all callers mapped to the agent that are to be mapped to the agent using the pattern matching algorithm; and

    causing a second portion of callers to be mapped to the agent differently than the first portion, the second portion of callers selected based at least in part on the power variable associated with the agent.

View all claims
  • 7 Assignments
Timeline View
Assignment View
    ×
    ×