Invention Grant
- Patent Title: Jumping callers held in queue for a call center routing system
- Patent Title (中): 呼叫中心路由系统队列中的跳过呼叫者
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Application No.: US12331181Application Date: 2008-12-09
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Publication No.: US08670548B2Publication Date: 2014-03-11
- Inventor: Qiaobing Xie , S. James P. Spottiswoode
- Applicant: Qiaobing Xie , S. James P. Spottiswoode
- Applicant Address: BM Hamilton
- Assignee: Satmap International Holdings Limited
- Current Assignee: Satmap International Holdings Limited
- Current Assignee Address: BM Hamilton
- Agency: Foley & Lardner LLP
- Main IPC: H04M3/00
- IPC: H04M3/00

Abstract:
Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data 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.
Public/Granted literature
- US20090190749A1 Jumping callers held in queue for a call center routing system Public/Granted day:2009-07-30
Information query