| 摘要 |
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available. |
| 主权项 |
1. A method, comprising:
storing in a memory a data structure representing a plurality of characteristics of a plurality of potential contacts and a weighting of importance of the respective characteristics; processing the data structure using at least one automated processor, to determine a priority of a plurality of respective associations of potential contacts based on, for each respective association of potential contacts, an optimization of at least:
(i) a utility function of at least the plurality of characteristics of the respective association of potential contacts and the weighting of importance of the represented characteristics, and(ii) a cost function of the respective association of potential contacts; selecting a respective association of potential contacts based on the determined priority of the plurality of respective associations; and communicating at least an identification of the selected respective association of potential contacts through a communication port. |
