1618 results about "Match algorithm" patented technology

Systems and methods are disclosed for preprocessing caller-agent pairs in a contact routing center, along with an intelligent routing system. A method includes determining at least one agent data for each agent of a set of agents, determining at least one caller data for each caller of a set of callers, and determining a score for each possible caller-agent pair of the set of agents and the set of callers using the agent data and the caller data in a pattern matching algorithm. The scores for each possible caller-agent pair may then be stored, e.g., in a look-up table, for retrieval, where matching a caller of the set of callers to an agent of the set of agents is based on the previously determined or calculated scores. For example, the caller-agent pair having the best score of all potential caller-agent pairs may be connected.

Methods and systems are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. A method for routing callers includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on). Further, if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.

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.

A method, system, and computer program product for utilizing a mapping of activity occurring at and between devices on a computer network to detect and prevent network intrusions. An enhanced graph matching intrusion detection system (eGMIDS) is provided that provides data collection functions, data fusion techniques, graph matching algorithms, and secondary and other search mechanisms. Threats are modeled as a set of entities and interrelations between the entities and sample threat patterns are stored within a database. The eGMIDS utility initiates a graph matching algorithm by which the threat patterns are compared within the generated activity graph via subgraph isomorphism. A multi-layered approach including a targeted secondary layer search following a match during a primary layer search is provided. Searches are tempered by attributes and constraints and the eGMIDS reduces the number of threat patterns searched by utilizing ontological generalization.

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).