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

• US 9,288,326 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:
  US14/702,658
• Publication Number:
  US 20150237212A1
• 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 determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.

Claims

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

determining, by at least one computer processor, a first contact grade and a first connection priority for a first contact in a queue of contacts;

determining, by the at least one computer processor, a second contact grade and a second connection priority for a second contact in the queue of contacts, wherein the second connection priority is higher than the first connection priority;

determining, by the at least one computer processor, a first agent grade for a first agent;

matching, by the at least one computer processor, the first contact and the first agent based on a comparison of the first contact grade with the first agent grade;

increasing, by the at least one computer processor, the first connection priority of the first contact to be higher than the second connection priority of the second contact based on the comparison; and

connecting, by the at least one computer processor, the first contact to the first agent within the contact center system;

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

2. The method of claim 1, wherein a relationship between the first contact grade and the first agent grade satisfies a threshold relationship.

3. The method of claim 1, wherein the first contact grade is based on historical contact outcomes of the first contact.

4. The method of claim 1, wherein the first agent grade is based on historical contact outcomes of the first agent.

5. The method of claim 1, wherein the first contact grade and the first agent grade are based on weighted combinations of types of performance measurements.

6. The method of claim 1, wherein the first contact grade or the first agent grade is based on a type of performance measurement comprising a likelihood of at least one of increasing revenue, decreasing cost, and increasing customer satisfaction.

7. The method of claim 1, further comprising:

connecting, by the at least one computer processor, the second contact to a second agent within the contact center system after connecting the first contact to the first agent,

wherein the second contact arrived before the first contact.

8. The method of claim 1, further comprising determining a second agent grade for a second agent, wherein the second agent became available before the first agent.

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

at least one computer processor communicatively coupled to the contact center system, wherein the at least one computer processor is configured to;

determine a first contact grade and a first connection priority for a first contact in a queue of contacts;

determine a second contact grade and a second connection priority for a second contact in the queue of contacts, wherein the second connection priority is higher than the first connection priority;

determine a first agent grade for a first agent;

match the first contact and the first agent based on a comparison of the first contact grade with the first agent grade;

increase the first connection priority of the first contact to be higher than the second connection priority of the second contact based on the comparison; and

connect the first contact to the first agent within the contact center system;

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

10. The system of claim 9, wherein a relationship between the first contact grade and the first agent grade satisfies a threshold relationship.

11. The system of claim 9, wherein the first contact grade is based on historical contact outcomes of the first contact.

12. The system of claim 9, wherein the first agent grade is based on historical contact outcomes of the first agent.

13. The system of claim 9, wherein the first contact grade and the first agent grade are based on weighted combinations of types of performance measurements.

14. The system of claim 9, wherein the first contact grade or the first agent grade is based on a type of performance measurement comprising a likelihood of at least one of increasing revenue, decreasing cost, and increasing customer satisfaction.

15. The system of claim 9, wherein the at least one computer processor is further configured to:

connect the second contact to a second agent within the contact center system after connecting the first caller to the first agent,

wherein the second caller arrived before the first contact.

16. The system of claim 9, wherein the at least one computer processor is further configured to determine a second agent grade for a second agent, wherein the second agent became available before the first agent.

17. 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;

determine a first contact grade and a first connection priority for a first contact in a queue of contacts;

determine a second contact grade and a second connection priority for a second contact in the queue of contacts, wherein the second connection priority is higher than the first connection priority;

determine a first agent grade for a first agent;

match the first contact and the first agent based on a comparison of the first contact grade with the first agent grade;

increase the first connection priority of the first contact to be higher than the second connection priority of the second contact based on the comparison; and

connect the first contact to the first agent within the contact center system;

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

18. The article of manufacture of claim 17, wherein the first contact grade is based on historical contact outcomes of the first contact.

19. The article of manufacture of claim 17, wherein the first agent grade is based on historical contact outcomes of the first agent.

20. The article of manufacture of claim 17, wherein the first contact grade and the first agent grade are based on weighted combinations of types of performance measurements.