US 12,120,271 B2
Matching using agent/caller sensitivity to performance
Ittai Kan, McLean, VA (US); Zia Chishti, Washington, DC (US); and Akbar A. Merchant, Bethesda, MD (US)
Assigned to Afiniti, LTD., Hamilton (BM)
Filed by Afiniti, Ltd., Hamilton (BM)
Filed on Nov. 16, 2023, as Appl. No. 18/511,253.
Application 18/511,253 is a continuation of application No. 17/572,044, filed on Jan. 10, 2022, granted, now 11,863,708.
Application 17/572,044 is a continuation of application No. 17/001,454, filed on Aug. 24, 2020, granted, now 11,258,907, issued on Feb. 22, 2022.
Application 17/001,454 is a continuation of application No. 16/573,742, filed on Sep. 17, 2019, granted, now 10,757,264, issued on Aug. 25, 2020.
Application 16/573,742 is a continuation of application No. 16/359,649, filed on Mar. 20, 2019, granted, now 10,419,616, issued on Sep. 17, 2019.
Application 16/359,649 is a continuation of application No. 15/987,287, filed on May 23, 2018, granted, now 10,244,117, issued on Mar. 26, 2019.
Application 15/987,287 is a continuation of application No. 15/193,687, filed on Jun. 27, 2016, granted, now 10,027,812, issued on Jul. 17, 2018.
Application 15/987,287 is a continuation of application No. 15/193,673, filed on Jun. 27, 2016, granted, now 10,027,811, issued on Jul. 17, 2018.
Application 15/193,687 is a continuation of application No. 14/035,522, filed on Sep. 24, 2013, granted, now 9,462,127, issued on Oct. 4, 2016.
Application 15/193,673 is a continuation of application No. 14/035,522, filed on Sep. 24, 2013, granted, now 9,462,127, issued on Oct. 4, 2016.
Claims priority of provisional application 61/705,040, filed on Sep. 24, 2012.
Prior Publication US 2024/0089376 A1, Mar. 14, 2024
Int. Cl. H04M 3/00 (2024.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 5/00 (2006.01)
CPC H04M 3/5233 (2013.01) [H04M 3/00 (2013.01); H04M 3/5175 (2013.01); H04M 3/5191 (2013.01); H04M 3/523 (2013.01); H04M 3/5232 (2013.01); H04M 5/00 (2013.01); H04M 2203/402 (2013.01)] 21 Claims
OG exemplary drawing
 
1. A method for pairing in a contact center system comprising:
obtaining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, agent attribute data for at least one agent attribute for a plurality of agents;
obtaining, by the at least one computer processor, contact attribute data for at least one contact attribute for a plurality of contacts;
determining, by the at least one computer processor, for the at least one agent attribute for the plurality of agents, a sensitivity measurement, wherein the sensitivity measurement corresponds to a sensitivity of the at least one agent attribute to the at least one contact attribute for the plurality of contacts;
determining, by the at least one computer processor, agent connection data based on: i) one or more available agents; and ii) one or more unavailable agents;
determining, by the at least one computer processor, contact connection data based on: i) one or more available contacts; and ii) one or more unavailable contacts;
determining, by the at least one computer processor, one or more contact-agent pairings of the one or more available agents and the one or more available contacts based on: i) the agent connection data; ii) the contact connection data; and iii) the sensitivity measurements; and
establishing, by a routing engine of the contact center system, one or more connections for the one or more contact-agent pairings.