| 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 mapping a first portion (or fraction) of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents. The method further includes mapping a second portion of the callers (e.g., the remaining portion or fraction of all callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order or performance based), which may provide a control group for monitoring or analyzing the effect of the pattern matching algorithm. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system. |
| 主权项 |
1. A method for routing callers to agents in a call-center routing environment, the method comprising:
obtaining, by one or more computers, multiple items of agent data associated agents in a set of agents, wherein the data comprises demographic data and/or psychographic data; obtaining, by the one or more computers, multiple items of caller data associated with callers in a set of callers, wherein the data comprises demographic data and/or psychographic data; causing, by the one or more computers, a first portion of the set of callers to be mapped to agents in the set of agents according to a pattern matching algorithm to increase a potential for a first outcome variable, based at least in part on comparing the caller data associated with the callers in the first portion of the callers and the agent data associated with the agents in the set of agents and past call history data; causing, by the one or more computers, a second portion of the set of callers to be mapped to agents in the set of agents according to a different mapping method than the first portion; estimating, by the one or more computers, the first outcome variable for each of the callers in the first portion of the callers and the first outcome variable for each of the callers in the second portion of the callers; generating, by the one or more computers, first graphical data for a visual display of the first outcome variable by time obtained for the first portion of the callers and the first outcome variable by time obtained for the second portion of callers; providing or making accessible, by the one or more computers, the first graphical data; generating, by the one or more computers, data for a graphical user element for adjusting a size of the first portion of the set of callers relative to a size of the second portion of the set of callers; and routing, by the one or more computers, one of the callers from one of the portions to one of the agents, by the one or more computers, based at least in part on the estimating step. |
