Techniques for hybrid behavioral pairing in a contact center system

A system for behavioral pairing in a contact center system comprising:

• at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, wherein the at least one computer processor is configured to:
• determine a plurality of agents available for connection to a contact;
• determine, for each of the plurality of agents, a bandwidth greater than zero for being selected for connection to the contact, wherein a larger difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
• select, after the next contact becomes available for connection to any of the plurality of agents, one of the plurality of agents for connection based at least in part on the bandwidth of each of the plurality of agents;
• and
• establish, in a switch of the contact center system, a connection between the contact and the one of the plurality of agents based upon the selecting.

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

• a non-transitory 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 perform behavioral pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to:
• determine a plurality of agents available for connection to a contact;
• determine, for each of the plurality of agents, a bandwidth greater than zero for being selected for connection to the contact, wherein a larger difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
• select, after the next contact becomes available for connection to any of the plurality of agents, one of the plurality of agents for connection based at least in part on the bandwidth of each of the plurality of agents;
• and
• establish, in a switch of the contact center system, a connection between the contact and the one of the plurality of agents based upon the selecting.