| 摘要 |
592781 A method and a system for routing callers to agents in a call-centre routing environment are disclosed. The system comprises one or more computers configured with computer-readable program code to perform, when executed, the steps: receiving, by the one or more computers, input data associated with callers in a set of callers and agents in a set of agents at a first layer of processing; processing, by the one or more computers, the input data associated with the callers in the set of callers and the agents in the set of agents using a first measurement algorithm in a pair-wise fashion in the first layer of processing, to output respective measurement data for each of a first set of caller-agent pairs; processing, by the one or more computers, the input data associated with the callers in the set of callers and the agents in the set of agents using a second measurement algorithm in a pair-wise fashion in the first layer of processing, to output respective measurement data for each of the first set of caller-agent pairs; receiving, by the one or more computers, the output measurement data from each of the first measurement algorithm and the second measurement algorithm at a second layer of processing; processing, by the one or more computers, the caller-agent pair output measurement data from each of the first measurement algorithm and the second measurement algorithm by an algorithm to weight the caller-agent pair output measurement data of one of the measurement algorithms relative to the other of the measurement algorithms in the second layer of processing; selecting, by the one or more computers, a caller-agent pair based at least in part on weighted caller-agent pair output data; and mapping, by the one or more computers, the caller in the caller-agent pair selected to the agent in the caller-agent pair selected. |
