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

• US 9,413,894 B2
• Filed: 05/01/2015
• Issued: 08/09/2016
• Est. Priority Date: 01/28/2008
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Afiniti International Holdings, Ltd.
• Inventors: Chishti, Zia, Spottiswoode, Stuart J., Jones, Christopher W.
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/702,659
• Publication Number:
  US 20150237209A1
• Time in Patent Office: 466 Days
• Field of Search: 379/265.03, 379/265.06, 379/265.09, 705/7.13
• 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 comparing a first measure of performance of a first method for pairing the contacts and the agents with a second measure of performance of a second method for pairing the contacts and the agents.

Claims

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

determining, by at least one computer processor configured to perform contact center operations, a first measure of performance for a first contact-agent pairing method;

determining, by the at least one computer processor, a second measure of performance for a second contact-agent pairing method;

comparing, by the at least one computer processor, the first measure of performance with the second measure of performance; and

outputting, by the at least one computer processor, a measure of relative performance between the first and second contact-agent pairing methods based on the comparing.

2. The method of claim 1, wherein the first pairing method pairs a random contact with a first available agent.

3. The method of claim 1, wherein the first pairing method uses a round-robin method to pair the contacts and the agents.

4. The method of claim 1, wherein the second pairing method is configured to select an out-of-order contact based on information about a first available agent.

5. The method of claim 1, wherein the second pairing method is configured to select an out-of-order agent based on information about a first contact to arrive at a contact queue.

6. The method of claim 1, further comprising reporting a cumulative effect of using the first pairing method instead of the second pairing method over a period of time.

7. The method of claim 1, further comprising cycling between using the first pairing method and using the second pairing method for pairing the contacts and the agents over a period of time.

8. 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 and configured to perform contact center operations, wherein the at least one computer processor is configured to;

determine a first measure of performance for a first contact-agent pairing method;

determine a second measure of performance for a second contact-agent pairing method;

compare the first measure of performance with the second measure of performance; and

output a measure of relative performance between the first and second contact-agent pairing methods based on the comparing.

9. The system of claim 8, wherein the first pairing method pairs a random contact with a first available agent.

10. The system of claim 8, wherein the first pairing method uses a round-robin method to pair the contacts and the agents.

11. The system of claim 8, wherein the second pairing method is configured to select an out-of-order contact based on information about a first available agent.

12. The system of claim 8, wherein the second pairing method is configured to select an out-of-order agent based on information about a first contact to arrive at a contact queue.

13. The system of claim 8, wherein the at least one computer processor is further configured to report a cumulative effect of using the first pairing method instead of the second pairing method over a period of time.

14. The system of claim 8, wherein the at least one computer processor is further configured to cycle between using the first pairing method and using the second pairing method for pairing the contacts and the agents over a period of time.

15. 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 at least one computer processor communicatively coupled to the contact center system and thereby configured to cause the at least one computer processor to perform contact center operations and operate so as to;

determine a first measure of performance for a first contact-agent pairing method;

determine a second measure of performance for a second contact-agent pairing method;

compare the first measure of performance with the second measure of performance; and

output a measure of relative performance between the first and second contact-agent pairing methods based on the comparing.

16. The article of manufacture of claim 15, wherein the first pairing method pairs a random contact with a first available agent.

17. The article of manufacture of claim 15, wherein the second pairing method is configured to select an out-of-order contact based on information about a first available agent.

18. The article of manufacture of claim 15, wherein the second pairing method is configured to select an out-of-order agent based on information about a first contact to arrive at a contact queue.

19. The article of manufacture of claim 15, wherein the at least one computer processor is caused to operate further so as to report a cumulative effect of using the first pairing method instead of the second pairing method over a period of time.

20. The article of manufacture of claim 15, wherein the at least one computer processor is caused to operate further so as to cycle between using the first pairing method and using the second pairing method for pairing the contacts and the agents over a period of time.