Routing callers from a set of callers based on caller data

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

• one or more computers configured with the following components:
• a collector to identify, by the one or more computers, caller data for each caller of a set of callers, wherein the caller data comprises demographic and/or psychographic data;
• a routing engine configured to calculate for each caller of the set of callers, by the one or more computers, for each of at least two desired variables, a desired variable score using a multi-element pattern matching algorithm based at least in part on the demographic and/or psychographic data of the respective caller;
• the routing engine configured to calculate, by the one or more computers, a Z-score for each of the at least two desired variable scores of a multi-element pattern matching algorithm, for each of the callers in the set of callers;
• the routing engine configured to calculate, by the one or more computers, for each of the callers, a linear combination of the Z-scores to obtain a caller linear combination value;
• the collector configured to identify, by one or more computers, agent data for each agent of a set of agents, wherein the agent data comprises psychographic and/or historical data;
• the routing engine configured to calculate for each agent of the set of agents, by the one or more computers, for each of the at least two desired variables, a desired variable score using a multi-element pattern matching algorithm based at least in part on the psychographic and/or historical data of the respective agent;
• the routing engine configured to calculate, by the one or more computers, a Z-score for each of the at least two desired variable scores of the multi-element pattern matching algorithm, for each of the agents in the set of agents;
• the routing engine configured to calculate, by the one or more computers, for each of the agents, a linear combination of the Z-scores to obtain an agent linear combination value;
• the routing engine configured to select, by the one or more computers, one of the agents of the set of agents and one of the callers of the set of callers based at least in part on the agent linear combination value of the one agent and the caller linear combination value of the one caller;
• and
• the routing engine configured to cause, by the one or more computers, the one caller of the set of callers to be routed to the one agent of the set of agents based on the selecting step.

Non-transitory computer readable storage medium comprising computer readable instructions for carrying out, when executed on one or more computers, a method comprising:

• identifying, by the one or more computers, caller data for each caller of a set of callers, wherein the caller data comprises demographic and/or psychographic data;
• calculating for each caller of the set of callers, by the one or more computers, for each of at least two desired variables, a desired variable score using a multi-element pattern matching algorithm based at least in part on the demographic and/or psychographic data of the respective caller;
• calculating, by the one or more computers, a Z-score for each of the at least two desired variable scores of the multi-element pattern matching algorithm, for each of the callers in the set of callers;
• calculating, by the one or more computers, for each of the callers, a linear combination of the Z-scores to obtain a caller linear combination value;
• identifying, by one or more computers, agent data for each agent of a set of agents, wherein the agent data comprises psychographic and/or historical data;
• calculating for each agent of the set of agents, by the one or more computers, for each of the at least two desired variables, a desired variable score using a multi-element pattern matching algorithm based at least in part on the psychographic and/or historical data of the respective agent;
• calculating, by the one or more computers, a Z-score for each of the at least two desired variable scores of the multi-element pattern matching algorithm, for each of the agents in the set of agents;
• calculating, by the one or more computers, for each of the agents, a linear combination of the Z-scores to obtain an agent linear combination value;
• selecting, by the one or more computers, one of the agents of the set of agents and one of the callers of the set of callers based at least in part on the agent linear combination value of the one agent and the caller linear combination value of the one caller;
• and
• causing, by the one or more computers, the one caller of the set of callers to be routed to the one agent of the set of agents based on the selecting step.