Netflix Inc.

Satmap International Holdings Limited

Afiniti, Ltd.

The Resource Group International, Ltd.

Afiniti International Holdings, Ltd.

Afiniti Ai Holdings LLC

Qiaobing Xie

S James P Spottiswoode

Zia Chishti

S James Spottiswoode

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one of a set of callers on hold and causing a caller of the set of callers to be routed to an agent based on a comparison of the caller data and the agent data. The caller data and agent data may be compared via a pattern matching algorithm and/or computer model for predicting a caller-agent pair having the highest probability of a desired outcome. As such, callers may be pooled and routed to agents based on comparisons of available caller and agent data, rather than a conventional queue order fashion. If a caller is held beyond a hold threshold the caller may be routed to the next available agent. The hold threshold may include a predetermined time, 'cost' function, number of times the caller may be skipped by other callers, and so on.

Pooling callers for matching to agents based on pattern matching algorithms

During a Transmission Control Protocol ('TCP') session, a sending endpoint computer monitors amounts of data sent and patterns of data loss as data is sent to a receiving endpoint computer. The sending endpoint computer periodically determines whether data is being sent below, at or above path capacity, based on the monitored amounts of data sent and patterns of data loss observed. The sending endpoint computer periodically dynamically adjusts the rate at which data is sent to the receiving endpoint computer, in response to the determinations whether data is being sent below, at or above path capacity.

Packet loss tolerant transmission control protocol congestion control

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, 'cost' function, or the like) the caller may be routed to the next available agent.

Routing callers from a set of callers based on caller data

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, 'cost' function, or the like) the caller may be routed to the next available agent.

Jumping callers held in queue for a call center routing system

Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents and mapping a second portion of the callers (e.g., the remaining portion callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order), which may provide a control group for monitoring or analyzing the effect and/or training of the pattern matching algorithm. The first and second portion may be varied separately for each agent within the contact center. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

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Chesterfield, MO, United States of America

Qiaobing Xie