| 摘要 |
Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes routing a caller from a set of callers to an agent from a set of agents based on a pattern matching algorithm utilizing caller data associated with the caller from the set of callers and agent data associated with the agent from the set of agents. One or both of the caller data and agent data includes personality data, e.g., from a personality profile, associated with the caller or agent. The personality data and profile may be generated from administration of a personality test such as a Myers-Brigg Type Indicator questionnaire.
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