Patent ID: 8670548

Claim:
A method for routing callers to agents in a call-center routing environment, the method comprising the acts of: identifying, by one or more computers, caller data comprising at least demographic data for a caller of a set of callers in a queue or a pool, wherein each of the callers has a respective contact time; identifying, by one or more computers, agent data comprising at least demographic data for agents in a set of agents; determining, by the one or more computers, a plurality of respective potentials for caller-agent pairings of the caller to each of the agents in the set of agents that the caller is likely to make a purchase when the caller is matched to the respective agent in the pairing, based at least in part on matching the demographic data of the caller to the demographic data of the respective agent using a multi-element pattern matching algorithm, wherein the respective potential for the respective caller-agent pairing is decreased based on a projected wait time for the respective agent; and connecting, by the one or more computers, the caller to one of the agents in the set of agents based at least in part on the respective potential determined for the respective caller-agent pairing.