公开(公告)号：US20100183138A1

公开(公告)日：2010-07-22

申请号：US12355618

申请日：2009-01-16

Applicant: S. James P. SPOTTISWOODE ,  Qiaobing XIE ,  Zia CHISHTI

Inventor： S. James P. SPOTTISWOODE ,  Qiaobing XIE ,  Zia CHISHTI

IPC: H04M3/00

CPC classification number: H04M3/5237 ,  H04M3/42068 ,  H04M3/4211 ,  H04M2201/18

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents and mapping a second portion of the callers (e.g., the remaining portion callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order), which may provide a control group for monitoring or analyzing the effect and/or training of the pattern matching algorithm. The first and second portion may be varied separately for each agent within the contact center. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括：基于与呼叫者相关联的呼叫者数据和与代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分映射到代理，并映射呼叫者的第二部分（例如， 剩余部分呼叫者）代理与呼叫者的第一部分不同的代理（例如，基于队列顺序的映射），其可以提供用于监视或分析模式匹配算法的效果和/或训练的控制组。 第一和第二部分可以针对联络中心内的每个代理单独变化。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US20090232294A1

公开(公告)日：2009-09-17

申请号：US12355602

申请日：2009-01-16

Applicant: Qiaobing XIE ,  S. James P. Spottiswoode

Inventor： Qiaobing XIE ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/42187 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2201/18 ,  H04M2201/36

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 at least one caller in a queue of callers, and skipping a caller at the front of the queue of callers for another caller based on the identified caller data. The caller data may include one or both of demographic data and psychographic data. Skipping the caller may be further based on comparing caller data with agent data associated with an agent via a pattern matching algorithm such as a correlation algorithm. In one example, if the caller at the front of the queue has been skipped a predetermined number of times the caller at the front is the next routed (and cannot be skipped again).

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的至少一个呼叫者的呼叫者数据，以及基于所识别的呼叫者数据，在呼叫者队列的前面跳过另一个呼叫者的呼叫者。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 跳过呼叫者可以进一步基于通过诸如相关算法的模式匹配算法来比较呼叫者数据与与代理相关联的代理数据。 在一个示例中，如果已经跳过队列前面的呼叫者预定次数，则前面的呼叫者是下次路由（并且不能再跳过）。