Configurable dynamic call routing and matching system

A system comprising:

• a communication interface configured to receive a call from a telephony carrier network;
• logic to configure a call flow between the communication interface and one or more of an outlet node and a call hangup node, the call flow comprising:
• an inlet node binding a communication address to the call flow;
• at least one bot node;
• at least one of the queue nodes coupled to one of the outlet node and the call hangup node;
• and
• one or more of the queue nodes comprising a state forwarding switch to enable or disable propagation of state information from the queue node to a next node in the call flow.

A system comprising:

• a communication interface configured to receive a call from a telephony carrier network;
• logic to configure a call flow between the communication interface and one or more of an outlet node and a call hangup node, the call flow comprising:
• an inlet node binding a communication address to the call flow;
• one or more queue nodes;
• and
• at least one of the queue nodes coupled to one of the outlet node and the call hangup node;
• wherein the queue node is configured with a control balancing (a) contributions of first-in, first-out priority, and (b) matching of the call to agent attributes, in determining a service priority of calls in the queue node;
• and
• wherein the control sets parameters α and β of a service priority algorithm
• M(α,ci)=αH(ci)+(1−α)(βB(a,ci)+εS(a,ci))
• where,
• M is a total match score;
• H is a hold time of the call;
• B is a bootstrap score that compares a similarity of the agent attributes call tags applied to the call;
• an S model that computes P(¬r|a, ci), a probability the call will not reroute, given the call tags and an agent's historical performance with the call tags;
• α is a setting that interpolates between first-in, first-out position of the call in the queue node and influence of the S model;
• β is a parameter that controls a contribution of the bootstrap score relative to the S model;
• and
• ε is a setting that enables or disables use of the S model.

A method comprising:

• configuring a communication interface to receive a call from a telephony carrier network;
• configuring a call flow between the communication interface and one or more of an outlet node and a call hangup node, the call flow comprising:
• an inlet node binding a communication address to the call flow;
• one or more queue nodes;
• and
• at least one of the queue nodes coupled to one of the outlet node and the call hangup node;
• wherein the queue node is configured with a control balancing (a) contributions of first-in, first-out priority, and (b) matching of the call to agent attributes, in determining a service priority of calls in the queue node;
• and
• wherein the control sets parameters α and β of a service priority algorithm
• M(α,ci)=αH(ci)+(1−α)(βB(a,ci)+εS(a,ci))
• where,
• M is a total match score;
• H is a hold time of the call;
• B is a bootstrap score that compares a similarity of the agent attributes call tags applied to the call;
• an S model that computes P(¬r|a, ci), a probability the call will not reroute, given the call tags and an agent's historical performance with the call tags;
• α is a setting that interpolates between first-in, first-out position of the call in the queue node and influence of the S model;
• β is a parameter that controls a contribution of the bootstrap score relative to the S model;
• and
• ε is a setting that enables or disables use of the S model.