Techniques for benchmarking performance in a contact center system

A system for pairing contacts and agents 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 first amount of performance suppression of a first contact-agent pairing strategy by a second contact-agent pairing strategy, wherein use of the second contact-agent pairing strategy during a first period suppresses performance of the first contact-agent pairing strategy during a second period later than the first period;
• adjust a target agent utilization of the first contact-agent pairing strategy to compensate for at least some of the first amount of performance suppression, wherein adjusting the target agent utilization biases the first contact-agent pairing strategy toward a performance-based routing strategy;
• and
• pair at least one contact to at least one agent in the contact center system using the first contact-agent pairing strategy according to the adjusted target agent utilization,
• wherein the compensating for the at least some of the first amount of performance suppression optimizes performance of the contact center system.

An article of manufacture for pairing contacts and agents 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 first amount of performance suppression of a first contact-agent pairing strategy by a second contact-agent pairing strategy, wherein use of the second contact-agent pairing strategy during a first period suppresses performance of the first contact-agent pairing strategy during a second period later than the first period;
• adjust a target agent utilization of the first contact-agent pairing strategy to compensate for at least some of the first amount of performance suppression, wherein adjusting the target agent utilization biases the first contact-agent pairing strategy toward a performance-based routing strategy;
• and
• pair at least one contact to at least one agent in the contact center system using the first contact-agent pairing strategy according to the adjusted target agent utilization,
• wherein the compensating for the at least some of the first amount of performance suppression optimizes performance of the contact center system.