Patent ID: 8718271

Claim:
A method for routing callers to agents in a call-center routing environment, the method comprising the acts of: comparing, by one or more computers, caller data for each caller of a set of callers to agent data for each agent of a set of agents as well as past agent-caller output data via a pattern matching algorithm to obtain output values for multiple agent-caller pairs for each of two or more output variables; determining, by the one or more computers, a Z-score for each of the multiple agent-caller pairs for each of the two or more output variables obtained from the pattern matching algorithm; determining, by the one or more computers, a linear combination of the Z-scores of the two or more output variables for each of the multiple agent-caller pairs; and routing, by a router, one of the callers from the set of callers to one of the agents from the set of agents based at least in part on the highest linear combination of the Z-scores, to maximize the linear combination of the Z-scores for the one of the callers based on available agent-caller pairs; and further comprising adjusting, by the one or more computers, in a call routing center the linear combination of the Z-scores in real time, wherein the linear combination of the Z-scores includes a relative weighting of the two or more output variables, in real time, wherein at least one of the two or more output variables is selected from a group of revenue generation, cost, and customer satisfaction.