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US 7,676,034 B1Granted
Method and system for matching entities in an auction
OwnerWai Wu, Toby Heller +1inventors
InventorsWai Wu, Toby Heller, Steven M. Hoffberg
Life of this patent
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Abstract
A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classification, an optimum agent selection, the processor directly controlling a routing of the information representing the received call.
Claims15
A communications control system comprising:
- (a) an input receiving call classification information, the call classification information comprising a plurality of classification characteristics;
- (b) a memory storing a data structure representing a plurality of distinct agent characteristics for each of a plurality of agents;
- and
- (c) a processor, for:
- (i) determining, with respect to the received call classification information associated with a plurality of concurrent calls, an optimum set of concurrent mutually exclusive associations of the plurality of agents with the plurality of calls, based on a multifactorial optimization of:
- (a) at least a non-binary weighted correspondence of said plurality of classification characteristics and (b) said plurality of distinct agent characteristics for each of said plurality of agents, said multifactorial optimization considering an aggregate normalized value for each of a plurality of possible sets and selecting an optimum one of the plurality of sets, and
- (ii) controlling a routing of a plurality of concurrent calls in dependence on the determination.
4 more elements
A communications method comprising:
- (a) receiving a plurality of concurrent communications, each having a plurality of associated classification factors;
- (b) storing information representing characteristics of a plurality of potential targets;
- (c) performing a multifactorial optimization to determine an optimum set of concurrent mutually exclusive targets for the plurality of concurrent communications based on the classification factors, a non-binary weighting for each classification factor, and the characteristics of the plurality of targets, said multifactorial optimization considering an aggregate normalized value for each of a plurality of possible sets and selecting an optimum one of the plurality of sets;
- and
- (d) routing the plurality of concurrent communications to the determined optimum set of concurrent mutually exclusive targets,
- said performing step and said routing step being performed under control of a single computer operating system.
3 more elements
A communications control system, comprising at least one programmable processor executing instructions stored in a computer readable medium, the instructions being adapted to control the at least one programmable processor to execute:
- (a) an operating system supporting multiple concurrent threads of logical execution, providing support for applications and for passing messages between concurrently executing applications;
- (b) a communications control server application executing under said operating system, for controlling concurrent real time communications;
- and
- (c) at least one dynamically linkable application, executing under said operating system, communicating with said communications control server application to receive call characteristic data and perform a multifactorial optimization with respect to a plurality of weighted classification characteristics of a respective call, and a plurality of target characteristics for each of a plurality of available communications targets, to resolve an optimal set of concurrent mutually exclusive communications targets, said multifactorial optimization considering an aggregate normalized value for each of a plurality of possible sets and selecting an optimum one of the plurality of sets, and transmit a resolved set of communications targets, said communications control server application controlling a plurality of concurrent real time communications in dependence on the transmitted resolved set of communications targets.
1 more element
A communications control method, comprising the steps of:
- (a) receiving call classification information for each of a plurality of calls, the call classification information comprising a plurality of classification characteristics;
- (b) representing a plurality of agent characteristics for each of a plurality of agents;
- (c) determining, by an automated processor, with respect to the received call classification information associated with a plurality of concurrent calls waiting to be associated with a respective agent, an optimum set of concurrent mutually exclusive associations of the set of agents with the plurality of calls, the automated processor determining the optimum set in dependence on at least a multifactorial optimization of (i) the weighted correspondence of the plurality of classification characteristics for each of the respective plurality of calls, and (ii) the plurality of agent characteristics for each of said plurality of agents, said multifactorial optimization considering an aggregate normalized value for each of a plurality of possible sets and selecting an optimum one of the plurality of sets;
- and
- (d) automatically controlling a concurrent call routing of the plurality of calls in dependence on the determination with an electronic call routing apparatus.
2 more elements
Dependencies are inferred from the claim text.