SEPARATE MATCHING MODELS BASED ON AVAILABLE CALLER DATA AND/OR TYPE OF PHONE ASSOCIATED WITH A CALLER

摘要

Systems and methods are disclosed for routing callers to agents in a contact center. Exemplary methods and systems include using one of a plurality of different methods or computer models for matching callers to agents, the method or model selected based on a degree and/or type of caller information available or phone or phone number associated with a caller (e.g., residential, business, or mobile). The models may include queue routing, performance based matching, adaptive pattern matching algorithms, or the like. In one example, similar adaptive models may be used for two or more different degrees/types of caller data or phones, but trained differently, e.g., based on data and outcomes for the degree/type of caller data and/or phone. Different models for routing callers to agents may perform differently for different degrees/types of caller data and/or phones.