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

• US 9,654,641 B1
• Filed: 12/02/2015
• Issued: 05/16/2017
• 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:
  US14/957,039
• Time in Patent Office: 531 Days
• Field of Search: None
• 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 3/5232 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 pairing in a contact center are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center comprising: identifying, by at least one computer processor, a plurality of contacts ordered for assignment to a plurality of agents; identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes available for assignment; selecting, by the at least one computer processor, a first out-of-order contact from the plurality of contacts to the first agent based on the information about the first agent; and connecting, by the at least one computer processor, the selected first out-of-order contact to the first agent, wherein the plurality of contacts comprises at least one virtual contact.

Claims

1. A method for pairing in a contact center system comprising:

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

identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes available for assignment; and

assigning, by the at least one computer processor, for connection within the contact center system, a first out-of-order contact from the plurality of contacts to the first agent based on the information about the first agent and information about the first out-of-order contact,

wherein the plurality of contacts comprises at least one virtual contact, and

wherein the first out-of-order contact is assigned before at least one other contact of the plurality of contacts that is ordered chronologically ahead of the first out-of-order contact.

2. The method of claim 1, wherein the plurality of contacts are ordered chronologically based on respective contact center system arrival times of each contact of the plurality of contacts.

3. The method of claim 1, wherein assigning the first out-of-order contact increases an expected wait time or virtual wait time of a first in-order contact of the plurality of contacts.

4. The method of claim 1, further comprising determining, by the at least one computer processor, that an expected improvement to contact center system performance by assigning the first out-of-order contact outweighs an expected cost of keeping a first in-order contact of the plurality of contacts on hold or virtual hold.

5. The method of claim 1, further comprising searching, via the at least one the processor, the plurality of contacts for a selection based on the information about the first agent.

6. The method of claim 1, wherein the first out-of-order contact comprises a first virtual contact to be connected using an outbound dialer of the contact center system.

7. The method of claim 1, further comprising assigning, by the at least one computer processor, a second out-of-order contact from the plurality of contacts to a second agent of the plurality of agents who becomes available for assignment to any of a remainder of the plurality of contacts based on information about the second agent.

8. A system for pairing in a contact center system comprising:

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

identify a plurality of contacts ordered chronologically for assignment to a plurality of agents;

identify information about a first agent of the plurality of agents that becomes available for assignment; and

assign, for connection within the contact center system, a first out-of-order contact from the plurality of contacts to the first agent based on information about the first agent and information about the first out-of-order contact,

wherein the plurality of contacts comprises at least one virtual contact, and

wherein the first out-of-order contact is assigned before at least one other contact of the plurality of contacts that is ordered chronologically ahead of the first out-of-order contact.

9. The system of claim 8, wherein the plurality of contacts are ordered chronologically based on respective contact center system arrival times of each contact of the plurality of contacts.

10. The system of claim 8, wherein assigning the first out-of-order contact increases an expected wait time or virtual wait time of a first in-order contact of the plurality of contacts.

11. The system of claim 8, wherein the processor is further configured to determine that an expected improvement to contact center system performance by assigning the first out-of-order contact outweighs an expected cost of keeping a first in-order contact of the plurality of contacts on hold or virtual hold.

12. The system of claim 8, wherein the processor is further configured to search the plurality of contacts for a selection based on the information about the first agent.

13. The system of claim 8, wherein the first out-of-order contact comprises a first virtual contact to be connected using an outbound dialer of the contact center system.

14. The system of claim 8, wherein the processor is further configured to assign a second out-of-order contact from the plurality of contacts to a second agent of the plurality of agents that becomes available for assignment to any of a remainder of the plurality of contacts based on information about the second agent.

15. An article of manufacture for pairing 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 plurality of contacts ordered chronologically for assignment to a plurality of agents;

identify information about a first agent of the plurality of agents that becomes available for assignment; and

assign, for connection within the contact center system, a first out-of-order contact from the plurality of contacts to the first agent based on information about the first agent and information about the first out-of-order contact,

wherein the plurality of contacts comprises at least one virtual contact, and

wherein the first out-of-order contact is assigned before at least one other contact of the plurality of contacts that is ordered chronologically ahead of the first out-of-order contact.

16. The article of manufacture of claim 15, wherein the plurality of contacts are ordered chronologically based on respective contact center system arrival times of each contact of the plurality of contacts.

17. The article of manufacture of claim 15, wherein assigning the first out-of-order contact increases an expected wait time or virtual wait time of a first in-order contact of the plurality of contacts.

18. The article of manufacture of claim 15, wherein the processor is further caused to operate so as to determine that an expected improvement to contact center system performance by assigning the first out-of-order contact outweighs an expected cost of keeping a first in-order contact of the plurality of contacts on hold or virtual hold.

19. The article of manufacture of claim 15, wherein the processor is further caused to operate so as to search the plurality of contacts for a selection based on the information about the first agent.

20. The article of manufacture of claim 15, wherein the first out-of-order contact comprises a first virtual contact to be connected using an outbound dialer of the contact center system.