公开(公告)号：US20090323921A1

公开(公告)日：2009-12-31

申请号：US12490949

申请日：2009-06-24

Applicant: S. James P. SPOTTISWOODE ,  Zia CHISHTI

Inventor： S. James P. SPOTTISWOODE ,  Zia CHISHTI

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2203/551

Abstract: Systems and processes are disclosed for routing callers to agents in a contact center based on similar probabilities for an outcome variable. An exemplary probability multiplier process includes determining agent performance of a set of agents for an outcome variable (e.g., sales) and determining caller propensity of a set of callers for the outcome variable (e.g., the propensity or statistical chance of purchasing). Callers and agents are matched based on corresponding agent performance and propensity for the outcome variable of the caller, e.g., matching callers and agents having similar relative performance for the outcome variable, such as matching the highest ranked caller to the highest ranked agent, the worst ranked caller to the worst ranked agent, and so on. The performance and propensity of the callers and agents may be converted to percentile rankings, and callers and agents can be matched based on a closest match of percentile rankings.

Abstract translation: 公开了系统和过程，用于基于结果变量的相似概率将呼叫者路由到联络中心中的代理。 示例性概率乘数过程包括确定用于结果变量（例如，销售）的一组代理的代理性能，以及确定一组呼叫者对结果变量（例如，倾向或统计购买机会）的呼叫者倾向。 呼叫者和代理人根据呼叫者的结果变量的相应代理性能和倾向进行匹配，例如匹配呼叫者和具有相似性能的结果变量的代理，例如将排名最高的呼叫者与最高排名的代理相匹配，最差 排名呼叫者排名最差的代理人，等等。 呼叫者和代理人的表现和倾向可以转换为百分位数排名，呼叫者和代理可以根据最接近的百分比排名匹配进行匹配。

公开(公告)号：US20120224680A1

公开(公告)日：2012-09-06

申请号：US13221692

申请日：2011-08-30

Applicant: S. James P. SPOTTISWOODE ,  Zia CHISHTI

Inventor： S. James P. SPOTTISWOODE ,  Zia CHISHTI

IPC: H04M3/00

CPC classification number: H04M3/5232

Abstract: Systems and processes are disclosed for routing callers to agents in a contact center based on predicted call handle times. An exemplary process includes using predicted call handle time as a variable for call routing along with a performance matching and/or psychodemograhpic matching process of caller-agent pairs to maximize sales, customer satisfaction, and so on. The process may allocate the highest performing agents and/or the most “demographic matchable” agents to those callers that are predicted have the shortest duration. The process may further allocate the lowest performing agents and or the least “demographic matchable” agents to those callers that are predicted have the longest duration, or may not allocate the lowest performing agents to any callers at all.

Abstract translation: 公开了系统和过程，用于基于预测的呼叫处理时间将呼叫者路由到联络中心中的代理。 示例性过程包括使用预测的呼叫处理时间作为用于呼叫路由的变量以及呼叫者 - 代理对的性能匹配和/或心理呼叫匹配过程以最大化销售，客户满意度等。 该过程可以将具有最高性能的代理和/或最“人口匹配的”代理分配给具有最短持续时间的那些预测的呼叫者。 该过程可以进一步将最低执行代理和/或最少的“人口统计匹配”代理分配给所预测的具有最长持续时间的呼叫者，或者根本不将最低执行代理分配给任何呼叫者。

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：US20100020961A1

公开(公告)日：2010-01-28

申请号：US12267471

申请日：2008-11-07

Applicant: S. James P. SPOTTISWOODE

Inventor： S. James P. SPOTTISWOODE

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  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. Exemplary methods include routing a caller from a set of callers to an agent from a set of agents based on a performance based routing and/or pattern matching algorithm(s) utilizing caller data associated with the caller and the agent data associated with the agent. For performance based routing, the performance or grading of agents may be associated with time data, e.g., a grading or ranking of agents based on time. Further, for pattern matching algorithms, one or both of the caller data and agent data may include or be associated with time effect data. Examples of time effect data include probable performance or output variables as a function of time of day, day of week, time of month, or time of year. Time effect data may also include the duration of the agent's employment.

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。 示例性方法包括：基于基于性能的路由和/或模式匹配算法，使用与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据，将呼叫者从一组呼叫者路由到代理。 对于基于性能的路由，代理的性能或分级可以与时间数据相关联，例如，基于时间的代理的分级或排名。 此外，对于模式匹配算法，呼叫者数据和代理数据中的一个或两个可以包括或与时间效应数据相关联。 时间效应数据的示例包括可能的性能或输出变量作为时间，星期几，月份或年份的函数。 时间效应数据还可能包括代理人的工作时间。

公开(公告)号：US20090190747A1

公开(公告)日：2009-07-30

申请号：US12202091

申请日：2008-08-29

Applicant: S. James P. SPOTTISWOODE

Inventor： S. James P. SPOTTISWOODE

IPC: H04M3/00

CPC classification number: H04M3/5232

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 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. The output variables may include revenue generation, cost, customer satisfaction performance, 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。 示例性方法包括将模式匹配算法（用于匹配呼叫者和代理）的多个输出变量组合成用于路由系统中的单个度量。 模式匹配算法可以包括神经网络架构，其中示例性方法组合来自多个神经网络的输出变量。 该方法可以包括确定可变输出的Z分数并且确定所需输出的所确定的Z分数的线性组合。 呼叫者可以经由模式匹配算法被路由到代理，以最大化线性组合的输出值或得分。 输出变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度表现，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US20090190743A1

公开(公告)日：2009-07-30

申请号：US12331161

申请日：2008-12-09

Applicant: S. James P. SPOTTISWOODE

Inventor： S. James P. SPOTTISWOODE

IPC: H04M3/00

CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: 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 type of 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 types of phones, but trained differently, e.g., based on data and outcomes for the particular type of phone. Different models for routing callers to agents may perform differently for different types of phones. Further, training correlation or adaptive pattern matching algorithms based on different types of phones may improve performance compared to a single algorithm for all types of phones.

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。 示例性方法和系统包括使用多个不同方法或计算机模型中的一个来匹配代理人的呼叫者，基于与呼叫者（例如，住宅，商业或移动）相关联的电话或电话号码的类型选择的方法或模型， 。 模型可以包括队列路由，基于性能的匹配，自适应模式匹配算法等。 在一个示例中，类似的自适应模型可以用于两个或多个不同类型的电话，但是训练不同，例如基于特定类型的电话的数据和结果。 用于将呼叫者路由到代理的不同模型对于不同类型的电话可以不同地执行。 此外，与针对所有类型的电话的单个算法相比，基于不同类型的电话的训练相关性或自适应模式匹配算法可以提高性能。

公开(公告)号：US20100020959A1

公开(公告)日：2010-01-28

申请号：US12267459

申请日：2008-11-07

Applicant: S. James P. SPOTTISWOODE

Inventor： S. James P. SPOTTISWOODE

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  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 routing a caller from a set of callers to an agent from a set of agents based on a pattern matching algorithm utilizing caller data associated with the caller from the set of callers and agent data associated with the agent from the set of agents. One or both of the caller data and agent data includes personality data, e.g., from a personality profile, associated with the caller or agent. The personality data and profile may be generated from administration of a personality test such as a Myers-Brigg Type Indicator questionnaire.

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：基于模式匹配算法，利用来自所述一组呼叫者的与呼叫者的呼叫者数据相关联的呼叫者数据以及来自该组代理的代理相关联的代理数据，将呼叫者从一组呼叫者路由到一组代理 。 呼叫者数据和代理数据中的一个或两个包括与呼叫者或代理相关联的个性数据，例如来自个性概况。 个人数据和个人资料可以通过管理诸如Myers-Brigg类型指标问卷的个性测试来产生。