Use of abstracted data in pattern matching system

A system of operating a call center system, comprising:

• a communications component for handling calls;
• and
• one or more computers configured with the following components;
• a collector configured in the one or more computers to obtain performance data for agents in a set of agents;
• the collector configured in the one or more computers to obtain a respective abstracted data stream for each of multiple of the calls, with each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, wherein the meaning for the field data in the respective different locations for the different respective fields is not known by the system;
• the collector configured in the one or more computers to determine from respective field data positions in the respective data streams respective patterns for the respective data streams;
• the collector configured in the one or more computers to obtain performance data for the respective patterns;
• and
• a matching engine configured in the one or more computers with a matching algorithm to match one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and based at least in part on the performance data for the respective agents of the set of agents.

Non-transitory computer-readable media, comprising:

• computer-readable program code embodied therein, to perform, when executed by one or more computers, the steps:
• obtaining, by the one or more computers, performance data for agents in a set of agents;
• obtaining, by the one or more computers, a respective abstracted data stream for each of multiple calls, with each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, wherein the meaning for the field data in the respective different locations for the different respective fields is not known by the system;
• determining, by the one or more computers, from respective field data positions in the respective data streams respective patterns for the respective data streams;
• obtaining, by the one or more computers, performance data for the respective patterns;
• and
• matching, by the one or more computers, using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and based at least in part on the performance data for the respective agents of the set of agents.