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: 2014-11-26
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 descriptions are provided to enable one of ordinary skill in the art to make and use the invention, and are provided in the context of a particular application and its requirements. Various modifications to the embodiments will be readily apparent to those of ordinary skill in the art, and the generic 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 the purpose of explanation. However, one of ordinary skill in the art may practice the present invention without the use of 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...
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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 partial continuation of US No. 12 / 021,251 filed on January 28, 2008, and US No. 12 / 266,418 filed on 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 part of a continuation of U.S. No. 12 / 355,602 filed on January 16, 2009, the entire contents of which are hereby incorporated by reference, And further claims the benefit of US Provisional Application No. 61 / 084,201, filed July 28, 2008, which is hereby incorporated by reference for this purpose. 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 number of human agents, each of which is assigned to a telecommunications device, such as a telephone or computer, which is used to conduct email or Internet chat se...
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