Selective mapping of callers in a call-center routing system based on individual agent settings

An interface for use with a call-center routing system, the interface comprising:

• a graphical user element for adjusting one or more power variables associated with agents, the one or more power variables collectively representing a proportion of all callers mapped to the agents that are to be mapped to the agents using one or more of a performance or pattern matching algorithm, wherein the one or more power variables cause a first portion of callers to be mapped to the agents based on the one or more of a performance or pattern matching algorithm and a second portion of the callers to be mapped to the agents differently than the first portion of callers, wherein the one or more power variables are adjustable for individual agents.

Apparatus for routing callers to agents in a call-center routing environment, the apparatus comprising logic for:

• causing a first portion of callers to be mapped to agents according to one or more of a performance or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents, the first portion of callers selected based at least in part on one or more power variables associated with the agents, wherein the one or more power variables collectively represent a proportion of all callers mapped to the agents that are to be mapped to the agents using the one or more of a performance or pattern matching algorithm;
• and
• causing a second portion of callers to be mapped to agents differently than the first portion, the second portion of callers selected based at least in part on the one or more power variables associated with the agents, wherein the one or more power variables are adjustable for individual agents.

Computer readable storage medium comprising computer readable instructions for carrying out the method of:

• causing a first portion of callers to be mapped to agents according to one or more of a performance or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents, the first portion of callers selected based at least in part on one or more power variables associated with the agents, wherein the one or more power variables collectively represent a proportion of all callers mapped to the agents that are to be mapped to the agents using the one or more of a performance or pattern matching algorithm;
• and
• causing a second portion of callers to be mapped to agents differently than the first portion, the second portion of callers selected based at least in part on the one or more power variables associated with the agents, wherein the one or more power variables are adjustable for individual agents.