Systems and methods for routing callers to an agent in a contact center

An intelligent routing contact center system, the system comprising:

• at least one computer processor configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
• collect a plurality items of agent data for each agent in a set of agents comprising demographic data and/or psychographic data and agent grades;
• collect at least one caller data for a caller comprising demographic data and/or psychographic data;
• generate a computer model reflecting predicted chances of an optimal interaction occurring between the caller and each of the agents in the set of agents using the agent data and the caller data;
• match and connect the caller to one of the agents based at least in part on the predicted chances of the optimal interaction from the computer model to increase the chance of an optimal interaction;
• cycle between using the computer model and a different algorithm to match and connect the caller to one of the agents;
• generate data for display on a visual computer interface screen measuring results of the matching and connecting using the computer model and results of the matching and connecting using the different algorithm;
• and
• set times when the matching and connecting using the computer model is cycled on and when it is cycled off to provide a degree of randomness to achieve improved contact center system performance via agent learning.

An article of manufacture for improving performance in a contact center system comprising:

• a non-transitory computer processor readable medium;
• and
• instructions stored on the medium;
• wherein the instructions are configured to be readable from the medium by at least one computer processor configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
• collect a plurality items of agent data for each agent in a set of agents comprising demographic data and/or psychographic data and agent grades;
• collect at least one caller data for a caller comprising demographic data and/or psychographic data;
• generate a computer model reflecting predicted chances of an optimal interaction occurring between the caller and each of the agents in the set of agents using the agent data and the caller data;
• match and connect the caller to one of the agents based at least in part on the predicted chances of the optimal interaction from the computer model to increase the chance of an optimal interaction;
• cycle between using the computer model and a different algorithm to match and connect the caller to one of the agents;
• generate data for display on a visual computer interface screen measuring results of the matching and connecting using the computer model and results of the matching and connecting using the different algorithm;
• and
• set times when the matching and connecting using the computer model is cycled on and when it is cycled off to provide a degree of randomness to achieve improved contact center system performance via agent learning.