Patent ID: 8254559

Claim:
A computer implemented method of making a routing determination that is usable to route a received incipient transaction to an organizational entity, comprising: processing, in a temporally-aware way, experiential data of a dimensionally-modeled fact collection regarding past transactions, upon receiving an incipient transaction, wherein the incipient transaction is a telephone call currently arriving at a call router, wherein the experiential data comprises experiential data regarding past transactions involving an initiator of the incipient transaction and experiential data of organizational entities regarding past transactions handled by the organizational entities, wherein processing of the experimental data regarding transactions handled by the organizational entities includes determining call resolution data that measures what percentage of calls that a given organizational entity has handled were not followed by subsequent calls from the same customer about the same type of issue within a specific time period as a performance measure for each of at least some of the organizational entities; automatically determining a category of the initiator; automatically determining call frequency change for the initiator defined as frequency of telephone calls made by the initiator at a latest predetermined period of time relative to an average call frequency; automatically choosing a routing rule from a plurality of routing rules based on the category of the initiator and the call frequency change for the initiator, wherein the routing rule determines a criterion for routing based on a predetermined percentile for call resolution; and routing the telephone call to one of the organizational entities that has a percentile for call resolution that satisfies the chosen routing rule, wherein processing the experiential data comprises re-expressing a constraint in a performance fact portion of an evaluative query in terms of finer-grained entities of dimension coordinates satisfying an original, coarser-grained constraint.