Configurable dynamic call routing and matching system
A call flow manager includes a graph of connected nodes implementing a call center routing flow, and corresponding views for examining and modifying the nodes and graph. The call flow manager implements a set of fundamental node types, with complexity and behavior encapsulated within the nodes. The nodes process calls and add tags to the calls that may be utilized in downstream nodes of the call flow.
1. A system comprising:
a communication interface configured to receive a call from a telephony carrier network;
logic to configure a call flow between the communication interface and one or more of an outlet node and a call hangup node, the call flow comprising:
an inlet node binding a communication address to the call flow;
at least one bot node configured to:
route the call to particular child nodes of the bot node based on particular outcomes of the bot node;
apply one or more tags to the call; and
route the call to the child nodes based on the applied tags;
one or more queue nodes; and
at least one of the queue nodes coupled to one of the outlet node and the call hangup node.
2. A system comprising:
a communication interface configured to receive a call from a telephony carrier network;
logic to configure a call flow between the communication interface and one or more of an outlet node and a call hangup node, the call flow comprising:
an inlet node binding a communication address to the call flow;
at least one bot node;
at least one of the queue nodes coupled to one of the outlet node and the call hangup node; and
one or more of the queue nodes comprising a state forwarding switch to enable or disable propagation of state information from the queue node to a next node in the call flow.
3. The system of claim 2 , wherein the queue node is configured to perform state forwarding upon one or both of entry to the queue node and exit from the queue node.
4. The system of claim 2 , wherein the outlet node is configured to operate as a proxy to continue generating call analytics after routing of the call from the outlet node.
5. A system comprising:
a communication interface configured to receive a call from a telephony carrier network;
logic to configure a call flow between the communication interface and one or more of an outlet node and a call hangup node, the call flow comprising:
an inlet node binding a communication address to the call flow;
one or more queue nodes; and
at least one of the queue nodes coupled to one of the outlet node and the call hangup node;
wherein the queue node is configured with a control balancing (a) contributions of first-in, first-out priority, and (b) matching of the call to agent attributes, in determining a service priority of calls in the queue node; and
wherein the control sets parameters α and β of a service priority algorithm
M (α, c i )=α H ( c i )+(1−α)(β B ( a,c i )+ε S ( a,c i ))
where,
M is a total match score;
H is a hold time of the call;
B is a bootstrap score that compares a similarity of the agent attributes call tags applied to the call;
an S model that computes P(¬r|a, c i ), a probability the call will not reroute, given the call tags and an agent's historical performance with the call tags;
α is a setting that interpolates between first-in, first-out position of the call in the queue node and influence of the S model;
β is a parameter that controls a contribution of the bootstrap score relative to the S model; and
ε is a setting that enables or disables use of the S model.
6. A method comprising:
configuring a communication interface to receive a call from a telephony carrier network;
configuring a call flow between the communication interface and one or more of an outlet node and a call hangup node, the call flow comprising:
an inlet node binding a communication address to the call flow;
one or more queue nodes; and
at least one of the queue nodes coupled to one of the outlet node and the call hangup node;
wherein the queue node is configured with a control balancing (a) contributions of first-in, first-out priority, and (b) matching of the call to agent attributes, in determining a service priority of calls in the queue node; and
wherein the control sets parameters α and β of a service priority algorithm
M (α, c i )=α H ( c i )+(1−α)(β B ( a,c i )+ε S ( a,c i ))
where,
M is a total match score;
H is a hold time of the call;
B is a bootstrap score that compares a similarity of the agent attributes call tags applied to the call;
an S model that computes P(¬r|a, c i ), a probability the call will not reroute, given the call tags and an agent's historical performance with the call tags;
α is a setting that interpolates between first-in, first-out position of the call in the queue node and influence of the S model;
β is a parameter that controls a contribution of the bootstrap score relative to the S model; and
ε is a setting that enables or disables use of the S model.
7. The method of claim 6 , further comprising:
configuring the call flow with at least one bot node; and
configuring the at least one bot node to route the call to particular child nodes of the bot node based on particular outcomes of the bot node.
8. The method of claim 7 , further comprising:
applying one or more tags to the call; and
routing the call to the child nodes based on the applied tags.
9. The method of claim 6 , wherein one or more of the queue nodes comprises a state forwarding switch to enable or disable propagation of state information from the queue node to a next node in the call flow, and
wherein the queue node is configured to perform state forwarding upon one or both of entry to the queue node and exit from the queue node.
10. The method of claim 9 , wherein the outlet node is configured to operate as a proxy to continue generating call analytics after routing of the call from the outlet node.