Agent satisfaction data for call routing based on pattern matching algorithm
First Claim
1. A method for routing callers to agents in a call-center routing, environment, the method comprising:
- obtaining, by one or more computers, multiple items of agent data associated agents in a set of agents;
obtaining, by the one or more computers, multiple items of caller data associated with callers in a set of callers;
matching, by the one or more computers, using a multi-element pattern matching algorithm, callers of a first portion of the set of callers with the agents in the set of agents, based at least in part on the data associated with the callers in the first portion of callers and the agents in the set of agents, to increase the chance of an optimal interaction;
connecting, by the one or more computers, the callers in the first portion of callers to agents in the set of agents based at least in part on results from the multi-element pattern matching algorithm;
matching, by the one or more computers, callers in a second portion of the set of callers to agents in the set of agents randomly by cycling on and off the matching operation of the multi-element pattern matching algorithm;
connecting, by the one or more computers, the respective callers in the second portion of the callers to respective of the agents in the set of agents based on results from the random matching step;
generating, by the one or more computers, a report or display data for the optimal interaction comparing outcome data from using the multi-element pattern matching algorithm against outcome data from using the random matching; and
generating data, by the one or more computers, for a visual computer interface for setting a degree of randomness for the method for routing.
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Accused Products
Abstract
Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.
327 Citations
28 Claims
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1. A method for routing callers to agents in a call-center routing, environment, the method comprising:
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obtaining, by one or more computers, multiple items of agent data associated agents in a set of agents; obtaining, by the one or more computers, multiple items of caller data associated with callers in a set of callers; matching, by the one or more computers, using a multi-element pattern matching algorithm, callers of a first portion of the set of callers with the agents in the set of agents, based at least in part on the data associated with the callers in the first portion of callers and the agents in the set of agents, to increase the chance of an optimal interaction; connecting, by the one or more computers, the callers in the first portion of callers to agents in the set of agents based at least in part on results from the multi-element pattern matching algorithm; matching, by the one or more computers, callers in a second portion of the set of callers to agents in the set of agents randomly by cycling on and off the matching operation of the multi-element pattern matching algorithm; connecting, by the one or more computers, the respective callers in the second portion of the callers to respective of the agents in the set of agents based on results from the random matching step; generating, by the one or more computers, a report or display data for the optimal interaction comparing outcome data from using the multi-element pattern matching algorithm against outcome data from using the random matching; and generating data, by the one or more computers, for a visual computer interface for setting a degree of randomness for the method for routing. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A system for routing callers to agents in a call-center routing environment, comprising:
one or more computers configured to perform the steps obtaining, by the one or more computers, multiple items of agent data associated agents in a set of agents; obtaining, by the one or more computers, multiple items of caller data associated with callers in a set of callers; matching, by the one or more computers, using a multi-element pattern matching algorithm, callers of a first portion of the set of callers with the agents in the set of agents, based at least in part on the data associated with the callers in the first portion of callers and the agents in the set of agents, to increase the chance of an optimal interaction; connecting, by the one or more computers, the callers in the first portion of callers to agents in the set of agents based at least in part on results from the multi-element pattern matching algorithm; matching, by the one or more computers, callers in a second portion of the set of callers to agents in the set of agents randomly by cycling on and off the matching operation of the multi-element pattern matching algorithm; connecting, by the one or more computers, the respective callers in the second portion of the callers to respective of the agents in the set of agents based on results from the random matching step; generating, by the one or more computers, a report or display data for the optimal interaction comparing outcome data from using the multi-element pattern matching algorithm against outcome data from using the random matching; and generating data, by the one or more computers, for a visual computer interface for setting a degree of randomness for the method for routing. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21)
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22. A non-transitory computer readable storage medium comprising computer readable instructions for carrying out, when executed by one or more computers, steps for routing callers to agents in a call-center routing environment, comprising:
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obtaining, by the one or more computers, multiple items of agent data associated agents in a set of agents; obtaining, by the one or more computers, multiple items of caller data associated with callers in a set of callers; matching, by the one or more computers, using a multi-element pattern matching algorithm, callers of a first portion of the set of callers with the agents in the set of agents, based at least in part on the data associated with the callers in the first portion of callers and the agents in the set of agents, to increase the chance of an optimal interaction; connecting, by the one or more computers, the callers in the first portion of callers to agents in the set of agents based at least in part on results from the multi-element pattern matching algorithm; matching, by the one or more computers, callers in a second portion of the set of callers to agents in the set of agents randomly by cycling on and off the matching operation of the multi-element pattern matching algorithm; connecting, by the one or more computers, the respective callers in the second portion of the callers to respective of the agents in the set of agents based on results from the random matching step; generating, by the one or more computers, a report or display data for the optimal interaction comparing outcome data from using the multi-element pattern matching algorithm against outcome data from using the random matching; and generating data, by the one or more computers, for a visual computer interface for setting a degree of randomness for the method for routing. - View Dependent Claims (23, 24, 25, 26, 27, 28)
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Specification