Patent ID: 8750488

Claim:
A computer-implemented method for routing callers to agents in a call-center routing environment, the method comprising: determining, by one or more computers, a respective estimated call handle time for each caller of a set of callers based at least in part on demographic data of the respective caller; grouping, by the one or more computers, the set of callers into two or more subgroups comprising one handle time subgroup and a lower handle time subgroup relative to the one handle time subgroup based at least in part on the respective estimated handle times for the respective callers; obtaining, by the one or more computers, a respective ranking or score for a given outcome variable for each agent of a set of agents; grouping, by the one or more computers, the set of agents into two or more subgroups comprising one ranking or score subgroup and a lower ranking or score subgroup relative to the one ranking or score subgroup based at least in part on the respective rankings or scores for the respective agents; and matching, by the one or more computers, the respective callers in the one handle time subgroup to respective of the agents in the lower ranking or score subgroup, and the respective callers in the lower handle time subgroup to respective of the agents in the one ranking or score subgroup.