Patent ID: 9215323
Filing Date: 2015-12-15
Classification: H04M

Abstract:
1. A method for routing callers to agents in a call-center routing environment, the method comprising: mapping, by the one or more computers, a first portion of a set of callers to agents in a set of agents according to a pattern matching algorithm to increase a potential for a first outcome variable based at least in part on comparing caller data associated with callers in the first portion of the callers and agent data associated with agents in the set of agents and past call history data, wherein the caller data comprises demographic data and/or psychographic data associated with callers in the set of callers, and wherein the agent data comprises demographic data and/or psychographic data associated with the agents in the set of agents; mapping, by the one or more computers, a second portion of the set of callers to agents in the set of agents according to a different mapping method than the first portion; estimating, by the one or more computers, the first outcome variable for each caller in the first portion of the callers and the first outcome variable for each caller in the second portion of the callers; generating, by the one or more computers, first graphical data for a visual display of the first outcome variable by time obtained for the first portion of the callers and the first outcome variable by time obtained for the second portion of the callers; generating, by the one or more computers, data for a graphical user element for adjusting a size of the first portion of the set of callers relative to a size of the second portion of the set of callers; and routing, by the one or more computers, one of the callers from one of the portions to one of the agents based at least in part on the estimated first outcome variables.