Patent ID: 8837687

Claim:
A system for matching agents with callers within a call center environment, comprising: a database of traits for agents within a call center; a call module to receive a call into the call center and to obtain a voice recording from a caller during the call; an analysis module to analyze the voice recording from the caller by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics, comprising: a collection module to generate graphs each comprising multiple overlapping population distribution curves for subtraits of a common trait associated with one of the voice characteristics; an identification module to identify a single position of the voice characteristic on each of the graphs; and a selection module to determine the trait for each graph by selecting one of the multiple subtraits as the trait representative of the voice characteristic based on a relationship of the position with each of the population distribution curves for that graph; a comparison module to compare the caller traits with the traits for the agents; an identification module to identify one or more of the agents similar to the user based on the trait comparison; and a selection module to select one of the similar agents and transferring the call to the selected agent.