Balancing multiple computer models in a call center routing system
US8472611B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Nov 6, 2008 |
| Grant date | Jun 25, 2013 |
| Priority date | — |
| Expiry date | Mar 26, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5232
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Systems and methods are disclosed for routing callers to agents in a contact center utilizing a multi-layer processing approach to matching a caller to an agent. A first layer of processing may include two or more different computer models or methods for scoring or determining caller-agent pairs in a routing center. The output of the first layer may be received by a second layer of processing for balancing or weighting the outputs and selecting a final caller-agent match. The two or more methods may include conventional queue based routing, performance based routing, pattern matching algorithms, affinity matching, and the like. The output or scores of the two or more methods may be processed be the second layer of processing to select a caller-agent pair and cause the caller to be routed to a particular agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.