Systems and methods for routing callers to an agent in a contact center

• US 9,288,325 B2
• Filed: 05/01/2015
• Issued: 03/15/2016
• Est. Priority Date: 01/28/2008
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Satmap International Holdings, Ltd.
• Inventors: Chishti, Zia, Spottiswoode, Stuart J., Jones, Christopher W.
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US14/702,657
• Publication Number:
  US 20150237208A1
• Time in Patent Office: 319 Days
• Field of Search: 379/265.11, 379/265.01, 379/266.01, 379/309
• US Class Current: 1/1
• CPC Class Codes: H04M 2201/16 Sequence circuits
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5236 Sequential or circular distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a first contact available for assignment to a first agent, comparing information about the first contact with information about the first agent, and postponing assignment of the first contact and the first agent based on the comparing.

Claims

1. A method for handling contacts and agents in a contact center system comprising:

identifying, by at least one computer processor, a first contact available for assignment to a first agent available for assignment to the first contact;

comparing, by the at least one computer processor, information about the first contact with information about the first agent;

postponing, by the at least one computer processor, assignment of the first contact to the first agent based on comparing the first contact information with the first agent information;

comparing, by the at least one computer processor, the information about the first contact with information about a second agent that became available for assignment to the first contact after the postponing; and

connecting, by the at least one processor, the first contact to the first agent or the second agent based on comparing the first contact information with the first agent information and the second agent information;

wherein connecting the first contact to the second agent increases an expected performance of the contact center system.

2. The method of claim 1, wherein the first contact is an only contact available for assignment to the first agent prior to postponing assignment.

3. The method of claim 1, wherein the first agent is an only agent available for assignment to the first contact prior to postponing assignment.

4. The method of claim 1, wherein the first agent has a longer agent wait time than the second agent.

5. The method of claim 1, wherein a measure of expected performance is based on at least one of a first likelihood that a sale will occur, an expected level of customer satisfaction, and a duration of an interaction with the first contact.

6. The method of claim 1, further comprising:

identifying, by the at least one computer processor, a plurality of contacts available for assignment to a plurality of agents;

comparing, by the at least one computer processor, information about each of the plurality of contacts with information about each of the plurality of agents; and

assigning, by the at least one computer processor, one of the plurality of contacts to one of the plurality of agents.

7. A system for handling contacts and agents in a contact center system comprising:

a processor communicatively coupled to the contact center system, wherein the processor is configured to;

identify a first contact available for assignment to a first agent available for assignment to the first contact;

compare information about the first contact with information about the first agent;

postpone assignment of the first contact to the first agent based on comparing the first contact information with the first agent information;

compare the information about the first contact with information about a second agent that became available for assignment to the first contact after the postponing; and

connect the first contact to the first agent or the second agent based on comparing the first contact information with the first agent information and the second agent information;

wherein connecting the first contact to the second agent increases an expected performance of the contact center system.

8. The system of claim 7, wherein the first contact is an only contact available for assignment to the first agent prior to postponing assignment.

9. The system of claim 7, wherein the first agent is an only agent available for assignment to the first contact prior to postponing assignment.

10. The system of claim 7, wherein the first agent has a longer agent wait time than the second agent.

11. The system of claim 7, wherein a measure of expected performance is based on at least one of a first likelihood that a sale will occur, an expected level of customer satisfaction, and a duration of an interaction with the first contact or the second contact.

12. The system of claim 7, wherein the processor is further configured to:

identify a plurality of contacts available for assignment to a plurality of agents;

compare information about each of the plurality of contacts with information about each of the plurality of agents; and

assign one of the plurality of contacts to one of the plurality of agents.

13. An article of manufacture for handling contacts and agents in a contact center system comprising:

a non-transitory processor readable medium; and

instructions stored on the medium;

wherein the instructions are configured to be readable from the medium by a processor communicatively coupled to the contact center system and thereby cause the processor to operate so as to;

identify a first contact available for assignment to a first agent available for assignment to the first contact;

compare information about the first contact with information about the first agent;

postpone assignment of the first contact to the first agent based on comparing the first contact information with the first agent information;

compare the information about the first contact with information about a second agent that became available for assignment to the first contact after the postponing; and

connect the first contact to the first agent or the second agent based on comparing the first contact information with the first agent information and the second agent information;

wherein connecting the first contact to the second agent increases an expected performance of the contact center system.

14. The article of manufacture of claim 13, wherein the first contact is an only contact available for assignment to the first agent prior to postponing assignment.

15. The article of manufacture of claim 13, wherein the first agent is an only agent available for assignment to the first contact prior to postponing assignment.

16. The article of manufacture of claim 13, wherein the first agent has a longer agent wait time than the alternative agent.

17. The article of manufacture of claim 13, wherein the processor is caused to operate further so as to:

identify a plurality of contacts available for assignment to a plurality of agents;

compare information about each of the plurality of contacts with information about each of the plurality of agents; and

assign one of the plurality of contacts to one of the plurality of agents.