Use of abstracted data in pattern matching system
First Claim
1. A method of operating a call center system, comprising:
- obtaining, by one or more computers, performance data for agents in a set of agents;
obtaining, by the one or more computers, a respective abstracted data stream for each of multiple calls, with each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, wherein the meaning for the field data in the respective different locations for the different respective fields is not known by the system;
determining, by the one or more computers, from respective field data positions in the respective data streams respective patterns for the respective data streams;
obtaining, by the one or more computers, performance data for the respective patterns; and
matching, by the one or more computers, using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and based at least in part on the performance data for the respective agents of the set of agents.
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Accused Products
Abstract
Method, system and program product, for operating a call center system, the method comprising: obtaining performance data for agents in a set of agents; obtaining a respective abstracted data stream for multiple calls, each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, the meaning for the field data in the respective different locations for the different respective fields not known by the system; determining respective patterns for the respective data streams; obtaining performance data for the respective patterns; matching using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and on performance data for the respective agents of the set of agents.
234 Citations
37 Claims
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1. A method of operating a call center system, comprising:
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obtaining, by one or more computers, performance data for agents in a set of agents; obtaining, by the one or more computers, a respective abstracted data stream for each of multiple calls, with each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, wherein the meaning for the field data in the respective different locations for the different respective fields is not known by the system; determining, by the one or more computers, from respective field data positions in the respective data streams respective patterns for the respective data streams; obtaining, by the one or more computers, performance data for the respective patterns; and matching, by the one or more computers, using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and based at least in part on the performance data for the respective agents of the set of agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system of operating a call center system, comprising:
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a communications component for handling calls; and one or more computers configured with the following components; a collector configured in the one or more computers to obtain performance data for agents in a set of agents; the collector configured in the one or more computers to obtain a respective abstracted data stream for each of multiple of the calls, with each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, wherein the meaning for the field data in the respective different locations for the different respective fields is not known by the system; the collector configured in the one or more computers to determine from respective field data positions in the respective data streams respective patterns for the respective data streams; the collector configured in the one or more computers to obtain performance data for the respective patterns; and a matching engine configured in the one or more computers with a matching algorithm to match one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and based at least in part on the performance data for the respective agents of the set of agents. - View Dependent Claims (12, 13, 14, 15, 16)
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17. Non-transitory computer-readable media, comprising:
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computer-readable program code embodied therein, to perform, when executed by one or more computers, the steps; obtaining, by the one or more computers, performance data for agents in a set of agents; obtaining, by the one or more computers, a respective abstracted data stream for each of multiple calls, with each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, wherein the meaning for the field data in the respective different locations for the different respective fields is not known by the system; determining, by the one or more computers, from respective field data positions in the respective data streams respective patterns for the respective data streams; obtaining, by the one or more computers, performance data for the respective patterns; and matching, by the one or more computers, using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and based at least in part on the performance data for the respective agents of the set of agents.
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18. A method for contact-agent pairing in a contact center system comprising:
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receiving, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, abstracted data for a first contact or a first agent; pairing, by the at least one computer processor and based on the abstracted data, the first contact with one of a plurality of agents or the first agent with one of a plurality of contacts; and establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the first contact or the first agent and communication equipment of one of the plurality of agents or one of the plurality of contacts, respectively, to optimize performance of the contact center system attributable to the abstracted data. - View Dependent Claims (19, 20, 21, 22, 23, 24)
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25. A system for contact-agent pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to; receive abstracted data for a first contact or a first agent; pair, based on the abstracted data, the first contact with one of a plurality of agents or the first agent with one of a plurality of contacts; and establish, in a switch module of the contact center system, a communication channel between communication equipment of the first contact or the first agent and communication equipment of one of the plurality of agents or one of the plurality of contacts, respectively, to optimize performance of the contact center system attributable to the abstracted data. - View Dependent Claims (26, 27, 28, 29, 30, 31)
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32. An article of manufacture for contact-agent pairing in a contact center system comprising:
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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 and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to; receive abstracted data for a first contact or a first agent; pair, based on the abstracted data, the first contact with one of a plurality of agents or the first agent with one of a plurality of contacts; and establish, in a switch module of the contact center system, a communication channel between communication equipment of the first contact or the first agent and communication equipment of one of the plurality of agents or one of the plurality of contacts, respectively, to optimize performance of the contact center system attributable to the abstracted data. - View Dependent Claims (33, 34, 35, 36, 37)
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Specification