公开(公告)号：US20100111288A1

公开(公告)日：2010-05-06

申请号：US12266415

申请日：2008-11-06

Applicant: Hassan Afzal ,  S. James P. Spottiswoode

Inventor： Hassan Afzal ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M2201/10 ,  H04M2201/14 ,  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 interface for use with a contact center includes a graphical user element for adjusting a time limit for a caller to be held before routed to an agent according to a pattern matching algorithm where the caller is compared to a set of agents via the pattern matching algorithm and routed to the best matching agent of the set of agents if available prior to the time limit and routed to the best matching agent of available agents if the time limit is exceeded. The interface may further display an estimated effect of the time limit 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(s) 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。 用于与联络中心一起使用的示例性界面包括图形用户元素，用于根据模式匹配算法调整在路由到代理之前要保持的呼叫者的时间限制，其中呼叫者经由模式匹配与一组代理进行比较 算法，并路由到代理集合的最佳匹配代理，如果在时间限制之前可用，并且如果超过了时间限制，则路由到可用代理的最佳匹配代理。 接口可以进一步显示对至少一个结果变量的时间限制的估计影响，其中可能包括收入生成，成本，客户满意度，第一呼叫解决，消除或其他可变输出，来自模式匹配算法 系统。

公开(公告)号：US08781106B2

公开(公告)日：2014-07-15

申请号：US12202097

申请日：2008-08-29

Applicant: Hassan Afzal

Inventor： Hassan Afzal

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2203/408

Abstract: Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

Abstract translation: 公开了用于将呼叫者路由到具有智能路由系统的联络中心中的代理的方法和系统。 示例性方法包括基于使用呼叫者数据和代理数据的模式匹配算法将呼叫者路由到代理，其中代理数据包括来自过去的代理 - 呼叫者配对的代理满足数据。 代理人满意度数据可以通过代理商对过去的代理人 - 来电者联系人的满意度的调查来获得。 模式匹配算法可以使用代理满意度数据来尝试增加未来呼叫的代理满意度，从而潜在地减少代理人的消耗和呼叫中心的成本，增加代理的士气等等。 来自过去代理人 - 来电者配对的代理人满意度数据和输出可以由联络中心针对其他代理数据和呼叫者数据进行加权，以期望输出变量的混合。