Techniques for behavioral pairing in a contact center system

A system for pairing model evaluation in a contact center system comprising:

• at least one computer processor communicatively coupled to and configured to perform pairing operations in the contact center system, wherein the at least one computer processor is further configured to:
• determine a plurality of agents and a plurality of contact types;
• analyze historical contact-agent outcome data to determine outcome estimates for a plurality of feasible combinations of agents and contact types from the pluralities of agents and contact types;
• determine a pairing model based on the outcome estimates for the plurality of feasible combinations;
• determine an expected performance of the contact center system using the pairing model;
• output the expected performance of the contact center system using the pairing model;
• and
• establish, in a switch module of the contact center system, a communication channel between a contact and an agent based at least in part upon the pairing model.

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

• at least one non-transitory processor readable medium;
• and
• instructions stored on the at least one medium;
• wherein the instructions are configured to be readable from the at least one medium by at least one computer processor communicatively coupled to and configured to perform 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 and a plurality of contact types;
• analyze historical contact-agent outcome data to determine outcome estimates for a plurality of feasible combinations of agents and contact types from the pluralities of agents and contact types;
• determine a pairing model based on the outcome estimates for the plurality of feasible combinations;
• determine an expected performance of the contact center system using the pairing model;
• output the expected performance of the contact center system using the pairing model;
• and
• establish, in a switch module of the contact center system, a communication channel between a contact and an agent based at least in part upon the pairing model.