Routing callers from a set of callers based on caller data

摘要

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

主权项

1. A computer-implemented method for routing callers to agents in a call-center routing environment, the method comprising the acts of:
identifying, by one or more computers, caller data for each caller of a set of callers, wherein the caller data comprises demographic and/or psychographic data; calculating for each caller of the set of callers, by the one or more computers, for each of at least two desired variables, a desired variable score using a multi-element pattern matching algorithm based at least in part on the demographic and/or psychographic data of the respective caller; calculating, by the one or more computers, a Z-score for each of the at least two desired variable scores of the multi-element pattern matching algorithm, for each of the callers in the set of callers; calculating, by the one or more computers, for each of the callers, a linear combination of the Z-scores to obtain a caller linear combination value; identifying, by one or more computers, agent data for each agent of a set of agents, wherein the agent data comprises psychographic and/or historical data; calculating for each agent of the set of agents, by the one or more computers, for each of the at least two desired variables, a desired variable score using a multi-element pattern matching algorithm based at least in part on the psychographic and/or historical data of the respective agent; calculating, by the one or more computers, a Z-score for each of the at least two desired variable scores of the multi-element pattern matching algorithm, for each of the agents in the set of agents; calculating, by the one or more computers, for each of the agents, a linear combination of the Z-scores to obtain an agent linear combination value; selecting, by the one or more computers, one of the agents of the set of agents and one of the callers of the set of callers based at least in part on the agent linear combination value of the one agent and the caller linear combination value of the one caller; and causing, by the one or more computers, the one caller of the set of callers to be routed to the one agent of the set of agents based on the selecting step.