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Call Routing Method and System Based on Multivariate Standardized Score and Shadow Queue

A routing and caller technology, applied in automatic switching offices, telephone communications, business, etc., can solve the problems of not considering the relative capabilities of agents, and not considering the characteristics of callers and agents

Active Publication Date: 2011-12-07
阿菲利蒂有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, such systems are biased towards the agent's preference and do not take into account the relative abilities of the agents, nor the individual characteristics of the caller and the agent itself

Method used

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  • Call Routing Method and System Based on Multivariate Standardized Score and Shadow Queue
  • Call Routing Method and System Based on Multivariate Standardized Score and Shadow Queue
  • Call Routing Method and System Based on Multivariate Standardized Score and Shadow Queue

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Embodiment Construction

[0062] The following description is given and provided in the context of a particular application and its requirements to enable a person of ordinary skill in the art to make and use the invention. Various modifications to the embodiments will be readily apparent to those skilled in the art, and the general principles defined herein may be applied to other embodiments and applications without departing from the spirit and scope of the invention middle. Moreover, in the following description, for purposes of explanation, numerous details are set forth. However, one skilled in the art will recognize that the present invention may be practiced without the use of these specific details. In other instances, well-known structures and devices are shown in block diagram form in order not to obscure the description of the invention with unnecessary detail. Thus, the present invention is not intended to be limited to the embodiments shown, but is to be accorded the widest scope consis...

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Abstract

Systems and processes are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary process includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z-score of the variable outputs and determining a linear combination of the determined Z-scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. Another process includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on), and if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.

Description

[0001] Cross References to Related Applications [0002] This application requires the invention titled "CALL ROUTING METHODS AND SYSTEMS BASED ON MULTIPLE VARIABLE STANDARDIZED SCORING" ("CALL ROUTING METHOD AND SYSTEM BASED ON MULTIPLE VARIABLE STANDARDIZED SCORING"), filed on August 29, 2008, with serial number 12 / 202,091 , which is a continuation-in-part of the following two applications: "Systems and Methods for Routing Callers to an Agent in a Contact Center" filed on January 28, 2008 ("For Routing Callers to an Agent in a Contact Center" SYSTEM AND METHOD FOR ROUTING OR ROUTING TO AGENTS IN A CONTACT CENTER"), U.S. Application Serial No. 12 / 021,251, and filed 29 August 2008 entitled "SHADOW QUEUE FOR CALLERS IN A PERFORMANCE / PATTERN MATCHING BASED CALL TOURING SYSTEM" ("Shadow Queues for Callers in a Performance / Pattern Matching Based Call Routing System"), U.S. Application Serial No. 12 / 202,101, the entirety of which is hereby incorporated by reference for all purposes ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523G06Q30/00
CPCH04M3/5233G06Q30/00
Inventor Z·奇什蒂C·W·琼斯S·J·P·斯珀蒂斯伍德R·R·斯图尔特
Owner 阿菲利蒂有限公司
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