Techniques for estimating expected performance in a task assignment system

A system for validating a preferred task assignment strategy in a task assignment system comprising:

• at least one computer processor communicatively coupled to and configured to perform task assignment operations in the task assignment system, wherein the at least one computer processor is further configured to:
• receive an average size of a task queue or an average number of available agents for agent-task pairing in the task assignment system;
• determine an expected average amount of choice for agent-task pairing in the task assignment system based on the average size of the task queue or the average number of available agents;
• calculate a first estimated performance level f the task assignment system using the preferred task assignment strategy based on the expected average amount of choice for agent-task pairing in the task assignment system;
• output the calculated first estimated performance level of the task assignment system;
• and
• establish a connection between a task and an agent based upon the preferred task assignment strategy and the calculated first estimated performance level of the task assignment system.

An article of manufacture for validating a preferred task assignment strategy in a task assignment 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 task assignment operations in the task assignment system and thereby cause the at least one computer processor to operate so as to:
• receive an average size of a task queue or an average number of available agents for agent-task pairing in the task assignment system;
• determine an expected average amount of choice for agent-task pairing in the task assignment system based on the average size of the task queue or the average number of available agents;
• calculate a first estimated performance level of the task assignment system using the preferred task assignment strategy based on the expected average amount of choice for agent-task pairing in the task assignment system;
• output the calculated first estimated performance level of the task assignment system;
• and
• establish a connection between a task and an agent based upon the preferred task assignment strategy and the calculated first estimated performance level of the task assignment system.