The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jun. 10, 2014
Filed:
Aug. 30, 2011
S. James P. Spottiswoode, Beverly Hills, CA (US);
Zia Chishti, Washington, DC (US);
S. James P. Spottiswoode, Beverly Hills, CA (US);
Zia Chishti, Washington, DC (US);
Satmap International Holdings Limited, Hamilton, BM;
Abstract
Systems and processes are disclosed for routing callers to agents in a contact center based on predicted call handle times. An exemplary process includes using predicted call handle time as a variable for call routing along with a performance matching and/or psychodemograhpic matching process of caller-agent pairs to maximize sales, customer satisfaction, and so on. The process may allocate the highest performing agents and/or the most 'demographic matchable' agents to those callers that are predicted have the shortest duration. The process may further allocate the lowest performing agents and or the least 'demographic matchable' agents to those callers that are predicted have the longest duration, or may not allocate the lowest performing agents to any callers at all.