Techniques for case allocation
AssigneeAfiniti Europe Technologies Limited
InventorsItai Kan, David J. Delellis
Life of this patent
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Abstract
Techniques for case allocation are disclosed. In one particular embodiment, the techniques may be realized as a method for case allocation comprising receiving, by at least one computer processor, at least one case allocation allocated using a first pairing strategy, and then reassigning, by the at least one computer processor, the at least one case allocation using behavioral pairing.
Claims21
A method for allocating cases to agents in a service center system comprising:
- receiving, by at least one computer processor communicatively coupled to and configured to operate in the service center system, first assignment data comprising a first pairing of a first case to a first agent;
- analyzing, by the at least one computer processor, the first assignment data for possible reassignment of pairings;
- reassigning, by the at least one computer processor, the first pairing to a second pairing of the first case to a second agent different from the first agent based at least in part on the analyzing and a behavioral pairing strategy;
- and
- allocating, by the at least one computer processor, the first case to the second agent.
A system for allocating cases to agents in a service center system comprising:
- at least one computer processor communicatively coupled to and configured to operate in the service center system, wherein the at least one computer processor is further configured to:
- receive first assignment data comprising a first pairing of a first case to a first agent;
- analyze the first assignment data for possible reassignment of pairings;
- reassign the first pairing to a second pairing of the first case to a second agent different from the first agent based at least in part on the analyzing and a behavioral pairing strategy;
- and
- allocate the first case to the second agent.
An article of manufacture for allocating cases to agents in a service 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 service center system and thereby cause the at least one computer processor to operate so as to:
- receive first assignment data comprising a first pairing of a first case to a first agent;
- analyze the first assignment data for possible reassignment of pairings;
- reassign the first pairing to a second pairing of the first case to a second agent different from the first agent based at least in part on the analyzing and a behavioral pairing strategy;
- and
- allocate the first case to the second agent.
Dependencies are inferred from the claim text.