Techniques for benchmarking pairing strategies in a contact center system

A system for benchmarking pairing strategies in a contact center system comprising:

• at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
• determine a contact that was paired at a first time according to a first pairing strategy and at a second time according to a second pairing strategy;
• determine a first value associated with the contact pairing at the first time according to the first pairing strategy and a second value associated with the contact pairing at the second time according to the second pairing strategy, wherein determining the first value or the second value is based at least in part on a total number of times the contact was paired according to the first or second pairing strategy for a first issue of the contact;
• determine a difference in performance between the first pairing strategy and second pairing strategy based at least in part on the first value and the second value;
• and
• output the difference in performance for benchmarking the first pairing strategy and the second pairing strategy.

An article of manufacture for benchmarking pairing strategies in a contact center system comprising:

• a non-transitory computer processor readable medium;
• and
• instructions stored on the medium;
• wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
• determine a contact that was paired at a first time according to a first pairing strategy and at a second time according to a second pairing strategy;
• determine a first value associated with the contact pairing at the first time according to the first pairing strategy and a second value associated with the contact pairing at the second time according to the second pairing strategy, wherein determining the first value or the second value is based at least in part on a total number of times the contact was paired according to the first or second pairing strategy for a first issue of the contact;
• determine a difference in performance between the first pairing strategy and second pairing strategy based at least in part on the first value and the second value;
• and
• output the difference in performance for benchmarking the first pairing strategy and the second pairing strategy.