Title:
コールセンターでの２ステップルーティング手続き
Document Type and Number:
Japanese Patent JP5631326
Kind Code:
B2
Abstract:
Systems and methods are disclosed for routing callers to agents in a contact center utilizing a multi-layer processing approach to matching a caller to an agent. A first layer of processing may include two or more different computer models or methods for scoring or determining caller-agent pairs in a routing center. The output of the first layer may be received by a second layer of processing for balancing or weighting the outputs and selecting a final caller- agent match. The two or more methods may include conventional queue based routing, performance based routing, pattern matching algorithms, affinity matching, and the like. The output or scores of the two or more methods may be processed be the second layer of processing to select a caller-agent pair and cause the caller to be routed to a particular agent.
Inventors:
チシュティ， ジア
Application Number:
JP2011535592A
Publication Date:
November 26, 2014
Filing Date:
October 21, 2009
Export Citation:
Assignee:
サットマップ インターナショナル ホールディングス リミテッド
International Classes:
H04M3/51
Attorney, Agent or Firm:
Shusaku Yamamoto
Natsuki Morishita
Takatoshi Iida
Daisuke Ishikawa
Kensaku Yamamoto
Natsuki Morishita
Takatoshi Iida
Daisuke Ishikawa
Kensaku Yamamoto