Routing callers from a set of callers in an out of order sequence
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A caller and routing technology, applied in the direction of automatic switching office, telephone communication, electrical components, etc., can solve problems such as not considering the relative ability of agents
Active Publication Date: 2011-04-13
阿菲利蒂有限公司
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However, this system favors the preferences of the agents and does not take into account the relative abilities of the agents, as well as the individual characteristics of the caller and the agent itself
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[0052] The following description is provided to enable one of ordinary skill in the art to make and use the invention, and is provided in the context of a particular application and its requirements. Various modifications of the embodiments will be readily apparent to those of ordinary skill in the art, and the general principles defined herein may be applied to other embodiments and applications without departing from the spirit and scope of the invention. Furthermore, in the following description, numerous details are set forth for purposes of illustration. However, one of ordinary skill in the art could practice the present invention without these specific details. In other instances, well-known structures and devices are shown in block diagram form in order not to obscure the description of the present invention with unnecessary detail. Thus, the present invention is not limited to the embodiments shown, but is to be accorded the widest scope consistent with the principle...
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Abstract
Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one caller in a queue of callers, and skipping a caller at the front of the queue of callers for another caller based on the identified caller data. The caller data may include one or both of demographic data and psychographic data. Skipping the caller may be further based on comparing caller data with agent data associated with an agent via a pattern matching algorithm such as a correlation algorithm, hi one example, if the caller at the front of the queue has been skipped a predetermined number of times the caller at the front is the next routed (and cannot be skipped again).
Description
[0001] Cross references to related patent applications [0002] This application is a continuation-in-part of U.S. Serial No. 12 / 021,251, filed January 28, 2008, and U.S. Serial No. 12 / 266,418, filed November 6, 2008, both of which were filed on December 9, 2008. .12 / 331,181, 12 / 331,210, 12 / 331,195, 12 / 331,186, and continuation in part of U.S. No. 12 / 355,602 filed January 16, 2009, the entire contents of which are hereby incorporated by reference, And further claim the benefit of US Provisional Application No. 61 / 084,201, filed July 28, 2008, which is hereby incorporated by reference. technical field [0003] The present invention relates to the field of routing telephone calls and other telecommunications within a contact center system. Background technique [0004] A typical contact center includes a plurality of human agents, each assigned to a telecommunications device connected to a central switch, such as a telephone or computer for conducting e-mail or Internet chat ...
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