Predicted call time as routing variable in a call routing center system
First Claim
1. A computer-implemented method for routing callers to agents in a call-center routing environment, the method comprising:
- determining, by one or more computers, a respective estimated call handle time for each caller of a set of callers based at least in part on demographic data of the respective caller;
grouping, by the one or more computers, the set of callers into two or more subgroups comprising one handle time subgroup and a lower handle time subgroup relative to the one handle time subgroup based at least in part on the respective estimated handle times for the respective callers;
obtaining, by the one or more computers, a respective ranking or score for a given outcome variable for each agent of a set of agents;
grouping, by the one or more computers, the set of agents into two or more subgroups comprising one ranking or score subgroup and a lower ranking or score subgroup relative to the one ranking or score subgroup based at least in part on the respective rankings or scores for the respective agents; and
matching, by the one or more computers, the respective callers in the one handle time subgroup to respective of the agents in the lower ranking or score subgroup, and the respective callers in the lower handle time subgroup to respective of the agents in the one ranking or score subgroup.
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Abstract
Systems and processes are disclosed for routing callers to agents in a contact center based on predicted call handle times. An exemplary process includes using predicted call handle time as a variable for call routing along with a performance matching and/or psychodemograhpic matching process of caller-agent pairs to maximize sales, customer satisfaction, and so on. The process may allocate the highest performing agents and/or the most “demographic matchable” agents to those callers that are predicted have the shortest duration. The process may further allocate the lowest performing agents and or the least “demographic matchable” agents to those callers that are predicted have the longest duration, or may not allocate the lowest performing agents to any callers at all.
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Citations
15 Claims
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1. A computer-implemented method for routing callers to agents in a call-center routing environment, the method comprising:
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determining, by one or more computers, a respective estimated call handle time for each caller of a set of callers based at least in part on demographic data of the respective caller; grouping, by the one or more computers, the set of callers into two or more subgroups comprising one handle time subgroup and a lower handle time subgroup relative to the one handle time subgroup based at least in part on the respective estimated handle times for the respective callers; obtaining, by the one or more computers, a respective ranking or score for a given outcome variable for each agent of a set of agents; grouping, by the one or more computers, the set of agents into two or more subgroups comprising one ranking or score subgroup and a lower ranking or score subgroup relative to the one ranking or score subgroup based at least in part on the respective rankings or scores for the respective agents; and matching, by the one or more computers, the respective callers in the one handle time subgroup to respective of the agents in the lower ranking or score subgroup, and the respective callers in the lower handle time subgroup to respective of the agents in the one ranking or score subgroup. - View Dependent Claims (2, 3, 4, 5)
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6. A non-transitory computer readable storage medium comprising computer-readable instructions for matching, when executed by one or more computers, callers to agents in a call-center routing environment based on estimated call handle time, the computer readable instructions comprising:
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determining, by the one or more computers, a respective estimated call handle time for each caller of a set of callers based at least in part on demographic data of the respective caller; grouping, by the one or more computers, the set of callers into two or more subgroups comprising one handle time subgroup and a lower handle time subgroup relative to the one handle time subgroup based at least in part on the respective estimated handle times for the respective callers; obtaining, by the one or more computers, a respective ranking or score for a given outcome variable for each agent of a set of agents; grouping, by the one or more computers, the set of agents into two or more subgroups comprising one ranking or score subgroup and a lower ranking or score subgroup relative to the one ranking or score subgroup based at least in part on the respective rankings or scores for the respective agents; and matching, by the one or more computers, the respective callers in the one handle time subgroup to respective of the agents in the lower ranking or score subgroup, and the respective callers in the lower handle time subgroup to respective of the agents in the one ranking or score subgroup. - View Dependent Claims (7, 8, 9, 10)
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11. A system for routing callers to agents in a call center routing environment based on estimated call handle time, the apparatus comprising:
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one or more computers configured with computer-readable program code to perform, when executed, the steps; determining, by one or more computers, a respective estimated call handle time for each caller of a set of callers based at least in part on demographic data of the respective caller; grouping, by the one or more computers, the set of callers into two or more subgroups comprising one handle time subgroup and a lower handle time subgroup relative to the one handle time subgroup based at least in part on the respective estimated handle times for the respective callers; obtaining, by the one or more computers, a respective ranking or score for a given outcome variable for each agent of a set of agents; grouping, by the one or more computers, the set of agents into two or more subgroups comprising one ranking or score subgroup and a lower ranking or score subgroup relative to the one ranking or score subgroup based at least in part on the respective rankings or scores for the respective agents; and matching, by the one or more computers, the respective callers in the one handle time subgroup to respective of the agents in the lower ranking or score subgroup, and the respective callers in the lower handle time subgroup to respective of the agents in the one ranking or score subgroup. - View Dependent Claims (12, 13, 14, 15)
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Specification