Back to results
US 10,320,986 B2Granted
Selective mapping of callers in a call center routing system
AssigneeAfiniti Europe Technologies Limited
InventorZia Chishti
Life of this patent
Estimating the term…
Abstract
Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.
Claims20
A method for evaluating pairing strategies in a contact center system comprising:
- determining, by at least one computer processor communicatively coupled to and configured to evaluate pairing strategies in the contact center system, a first plurality of interaction outcomes in a contact center system, wherein determining the first plurality of interaction outcomes comprises establishing, by a switch of the contact center system, a connection between a contact and an agent paired in the contact center system using one of a plurality of pairing strategies and logging an outcome of an interaction between the contact and the agent;
- retrieving, by the at least one computer processor, for each of the first plurality of interaction outcomes, an indicator associated with the each of the first plurality of interaction outcomes, wherein the indicator indicates which of the plurality of pairing strategies was used for each of the first plurality of interaction outcomes;
- determining, by the at least one computer processor, a first subset of the first plurality of interaction outcomes associated with indicators indicating a first pairing strategy of the plurality of pairing strategies was used;
- determining, by the at least one computer processor, a second subset of the first plurality of interaction outcomes associated with indicators indicating a second pairing strategy of the plurality of pairing strategies was used;
- and
- comparing, by the at least one computer processor, the first subset with the second subset to determine a first amount of performance gain attributable to the first pairing strategy over the second pairing strategy.
3 more elements
A system for evaluating pairing strategies in a contact center system comprising:
- at least one computer processor communicatively coupled to and configured to evaluate pairing strategies in the contact center system, wherein the at least one computer processor is configured to:
- determine a first plurality of interaction outcomes in a contact center system, wherein determining the first plurality of interaction outcomes comprises establishing, by a switch of the contact center system, a connection between a contact and an agent paired in the contact center system using one of a plurality of pairing strategies and logging an outcome of an interaction between the contact and the agent;
- retrieve, for each of the first plurality of interaction outcomes, an indicator associated with the each of the first plurality of interaction outcomes, wherein the indicator indicates which of the plurality of pairing strategies was used for each of the first plurality of interaction outcomes;
- determine a first subset of the first plurality of interaction outcomes associated with indicators indicating a first pairing strategy of the plurality of pairing strategies was used;
- determine a second subset of the first plurality of interaction outcomes associated with indicators indicating a second pairing strategy of the plurality of pairing strategies was used;
- and
- compare the first subset with the second subset to determine a first amount of performance gain attributable to the first pairing strategy over the second pairing strategy.
4 more elements
An article of manufacture for evaluating pairing strategies in a contact center system comprising:
- a non-transitory processor readable medium;
- and
- instructions stored on the medium;
- wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to evaluate pairing strategies in the contact center system and thereby cause the at least one computer processor to operate so as to:
- determine a first plurality of interaction outcomes in a contact center system, wherein determining the first plurality of interaction outcomes comprises establishing, by a switch of the contact center system, a connection between a contact and an agent paired in the contact center system using one of a plurality of pairing strategies and logging an outcome of an interaction between the contact and the agent;
- retrieve, for each of the first plurality of interaction outcomes, an indicator associated with the each of the first plurality of interaction outcomes, wherein the indicator indicates which of the plurality of pairing strategies was used for each of the first plurality of interaction outcomes;
- determine a first subset of the first plurality of interaction outcomes associated with indicators indicating a first pairing strategy of the plurality of pairing strategies was used;
- determine a second subset of the first plurality of interaction outcomes associated with indicators indicating a second pairing strategy of the plurality of pairing strategies was used;
- and
- compare the first subset with the second subset to determine a first amount of performance gain attributable to the first pairing strategy over the second pairing strategy.
7 more elements
Dependencies are inferred from the claim text.