Patent Document ID: 8712821
Application ID: 12331161
Patent Status: 1

Claim One:
1. A method for routing incoming callers to agents in a call-center routing environment, the method comprising the acts of: determining, by one or more computers, a type of phone associated with a caller, from among a plurality of types including a residential type and a business type; selecting a measurement algorithm, by the one or more computers, from among at least a first measurement algorithm and a second measurement algorithm for matching a caller to an agent, wherein at least two of the measurement algorithms are pattern matching algorithms, wherein when the type of phone associated with the caller is determined, the respective measurement algorithm is selected based at least in part on the type of phone associated with the caller; and matching, by the one or more computers, the caller to an agent based at least in part on the selected measurement algorithm, wherein the at least two pattern matching algorithms are optimized for different output performances, and wherein the output performance for at least one of the two pattern matching algorithms comprises at least one selected from the group of cost, revenue, sales, handle time, and customer satisfaction.