Agent training sensitive call routing system
First Claim
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1. A method, comprising:
- storing in a memory a data structure representing a plurality of characteristics of a plurality of potential contacts and a weighting of importance of the respective characteristics;
processing the data structure using at least one automated processor, to determine a priority of a plurality of respective associations of potential contacts based on, for each respective association of potential contacts, an optimization of at least;
(i) a utility function of at least the plurality of characteristics of the respective association of potential contacts and the weighting of importance of the represented characteristics, and(ii) a cost function of the respective association of potential contacts;
selecting a respective association of potential contacts based on the determined priority of the plurality of respective associations; and
communicating at least an identification of the selected respective association of potential contacts through a communication port.
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Abstract
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
787 Citations
20 Claims
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1. A method, comprising:
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storing in a memory a data structure representing a plurality of characteristics of a plurality of potential contacts and a weighting of importance of the respective characteristics; processing the data structure using at least one automated processor, to determine a priority of a plurality of respective associations of potential contacts based on, for each respective association of potential contacts, an optimization of at least; (i) a utility function of at least the plurality of characteristics of the respective association of potential contacts and the weighting of importance of the represented characteristics, and (ii) a cost function of the respective association of potential contacts; selecting a respective association of potential contacts based on the determined priority of the plurality of respective associations; and communicating at least an identification of the selected respective association of potential contacts through a communication port. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A communication system, comprising:
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a memory configured to store a data structure representing a plurality of characteristics, and a weighting of importance of respective characteristics, for each of a plurality of potential contacts; at least one automated processor configured to process the data structure, to produce an optimized set comprising a plurality of communications pairs involving potential contacts based on, for each communications pair, a utility function and a cost function of at least the plurality of characteristics and the weighting of importance of respective characteristics for the communications pair; generate a prioritized list of communications pairs based on the optimized set, and select a communication pair involving a potential contact from the prioritized list; and an output port configured to output a signal to identify or control a communication with the selected communication pair involving the potential contact. - View Dependent Claims (14, 15, 16, 17)
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18. A method, comprising:
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storing a plurality of first characteristics of a plurality of potential contacts in a memory, the plurality of first characteristics having a utility value; receiving information with respect to at least one opportunity, each having at least one respective second characteristic; processing the plurality of first characteristics and the at least one second characteristic with an automated data processor, to optimize a set of potential communications involving the potential contacts with respect to the at least one opportunity, based on at least a at least a short term cost-utility function dependent on at least the plurality of first characteristics and the at least one second characteristic for each respective opportunity, wherein a communication involving a respective potential contact with respect to a respective opportunity produces an expected change in at least one of the plurality of characteristics and an expected change in the utility value of the plurality of first characteristics, said optimization being responsive to the short term cost-utility function and the expected change in the utility value of the plurality of first characteristics; and outputting at least one set defining potential communications involving the potential contacts with respect to the at least one opportunity, based on the optimization by the at least one automated data processor. - View Dependent Claims (19, 20)
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Specification