# US 10,873,664 B2 · Techniques for benchmarking pairing strategies in a contact center system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,873,664 B2 - Document ID: US10873664B2 - Status: Granted - Kind: B2 - Application number: 16/890,235 - Filed: 2020-06-02 - Published: 2020-09-17 - Granted: 2020-12-22 - Earliest claimed: 2008-01-28 - Assignees: Afiniti, Ltd. - Applicants: Afiniti Europe Technologies Limited - Inventors: Zia Chishti - Web page: https://patentgrep.com/patent/US10873664B2 ## CPC - H04M 3/5232: {Call distribution algorithms} - H04M 3/5141: {Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56)} - H04M 3/5233: {Operator skill based call distribution} - H04M 3/5235: {Dependent on call type or called number [DNIS]} - H04M 2201/18: Comparators - H04M 2201/36: Memories - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system comprising: determining for each contact of a plurality of contacts, an associated plurality of historical contact assignments; determining, for each contact, an associated outcome value; partitioning, for each contact, the associated plurality of historical assignments into a first associated subset assigned using a first pairing strategy and a second associated subset assigned using a second pairing strategy; determining, for each contact, a first portion of the associated outcome value attributable to the first associated subset and a second portion of the associated outcome value attributable to the second associated subset; and outputting a difference in performance between the first and second pairing strategies according to the first and second associated portions of the associated outcome value for each contact. ## Claims ### Claim 1 A method comprising: during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy to a plurality of agents; pairing, in a switch of the contact center, the plurality of agents to a first plurality of contacts using the first pairing strategy; during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to the plurality of agents; pairing, in the switch of the contact center, the plurality of agents to a second plurality of contacts using the second pairing strategy; during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the second pairing strategy to the plurality of agents; pairing, in the switch of the contact center, the plurality of agents to a third plurality of contacts using the third pairing strategy; during a fourth period of time later than the third period of time, associating, by the at least one computer processor, a fourth pairing strategy that is different from the first and third pairing strategies to the plurality of agents; pairing, in the switch of the contact center, the plurality of agents to a fourth plurality of contacts using the fourth pairing strategy; determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third pluralities of contacts; determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements, wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours, wherein a first scheduling of the first period of time is determined prior to the first period of time, wherein a second scheduling of the second period of time is determined prior to the second period of time, wherein a third scheduling of the third period of time is determined prior to the third period of time, wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time, wherein each of the plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts. ### Claim 2 (depends on 1) The method of claim 1, wherein the time interval is less than or equal to 12 hours. ### Claim 3 (depends on 1) The method of claim 1, wherein the time interval is less than or equal to 6 hours. ### Claim 4 (depends on 1) The method of claim 1, wherein the time interval is less than or equal to 3 hours. ### Claim 5 (depends on 1) The method of claim 1, wherein the time interval is less than or equal to 1 hour. ### Claim 6 (depends on 1) The method of claim 1, wherein the plurality of agents comprises at least 10 agents. ### Claim 7 (depends on 1) The method of claim 1, wherein the plurality of agents comprises at least 30 agents. ### Claim 8 (depends on 1) The method of claim 1, wherein the plurality of agents comprises at least 100 agents. ### Claim 9 (depends on 1) The method of claim 1, wherein the time interval is selected to reduce bias attributable to effects related to time. ### Claim 10 (depends on 1) The method of claim 1, wherein a combination of the first and third pluralities of contacts share a common distribution of contact types with a combination of the second and fourth pluralities of contacts. ### Claim 11 A system comprising: at least one computer processor communicatively coupled to and configured to operate in a contact center system, wherein the at least one computer processor is further configured to: during a first period of time, associate a first pairing strategy to a plurality of agents; pair, in a switch of the contact center system, the plurality of agents to a first plurality of contacts using the first pairing strategy; during a second period of time later than the first period of time, associate a second pairing strategy that is different from the first pairing strategy to the plurality of agents; pair, in the switch of the contact center system, the plurality of agents to a second plurality of contacts using the second pairing strategy; during a third period of time later than the second period of time, associate a third pairing strategy that is different from the second pairing strategy to the plurality of agents; pair, in the switch of the contact center system, the plurality of agents to a third plurality of contacts using the third pairing strategy; during a fourth period of time later than the third period of time, associate a fourth pairing strategy that is different from the first and third pairing strategies to the plurality of agents; pair, in the switch of the contact center system, the plurality of agents to a fourth plurality of contacts using the fourth pairing strategy; determine a first performance measurement based on outcomes of the first and third pluralities of contacts; determine a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and output data that enables a comparison of the first and second performance measurements, wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours, wherein a first scheduling of the first period of time is determined prior to the first period of time, wherein a second scheduling of the second period of time is determined prior to the second period of time, wherein a third scheduling of the third period of time is determined prior to the third period of time, wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time, wherein each of the plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts. ### Claim 12 (depends on 11) The system of claim 11, wherein the time interval is less than or equal to 12 hours. ### Claim 13 (depends on 11) The system of claim 11, wherein the time interval is less than or equal to 6 hours. ### Claim 14 (depends on 11) The system of claim 11, wherein the time interval is less than or equal to 3 hours. ### Claim 15 (depends on 11) The system of claim 11, wherein the time interval is less than or equal to 1 hour. ### Claim 16 (depends on 11) The system of claim 11, wherein the plurality of agents comprises at least 10 agents. ### Claim 17 (depends on 11) The system of claim 11, wherein the plurality of agents comprises at least 30 agents. ### Claim 18 (depends on 11) The system of claim 11, wherein the plurality of agents comprises at least 100 agents. ### Claim 19 (depends on 11) The system of claim 11, wherein the time interval is selected to reduce bias attributable to effects related to time. ### Claim 20 (depends on 11) The system of claim 11, wherein a combination of the first and third pluralities of contacts share a common distribution of contact types with a combination of the second and fourth pluralities of contacts. ### Claim 21 An article of manufacture 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 a contact center system and thereby cause the at least one computer processor to operate so as to: during a first period of time, associate a first pairing strategy to a plurality of agents; pair, in a switch of the contact center system, the plurality of agents to a first plurality of contacts using the first pairing strategy; during a second period of time later than the first period of time, associate a second pairing strategy that is different from the first pairing strategy to the plurality of agents; pair, in the switch of the contact center system, the plurality of agents to a second plurality of contacts using the second pairing strategy; during a third period of time later than the second period of time, associate a third pairing strategy that is different from the second pairing strategy to the plurality of agents; pair, in the switch of the contact center system, the plurality of agents to a third plurality of contacts using the third pairing strategy; during a fourth period of time later than the third period of time, associate a fourth pairing strategy that is different from the first and third pairing strategies to the plurality of agents; pair, in the switch of the contact center system, the plurality of agents to a fourth plurality of contacts using the fourth pairing strategy; determine a first performance measurement based on outcomes of the first and third pluralities of contacts; determine a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and output data that enables a comparison of the first and second performance measurements, wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours, wherein a first scheduling of the first period of time is determined prior to the first period of time, wherein a second scheduling of the second period of time is determined prior to the second period of time, wherein a third scheduling of the third period of time is determined prior to the third period of time, wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time, wherein each of the plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts. ### Claim 22 (depends on 21) The article of manufacture of claim 21, wherein the time interval is less than or equal to 12 hours. ### Claim 23 (depends on 21) The article of manufacture of claim 21, wherein the time interval is less than or equal to 6 hours. ### Claim 24 (depends on 21) The article of manufacture of claim 21, wherein the time interval is less than or equal to 3 hours. ### Claim 25 (depends on 21) The article of manufacture of claim 21, wherein the time interval is less than or equal to 1 hour. ### Claim 26 (depends on 21) The article of manufacture of claim 21, wherein the plurality of agents comprises at least 10 agents. ### Claim 27 (depends on 21) The article of manufacture of claim 21, wherein the plurality of agents comprises at least 30 agents. ### Claim 28 (depends on 21) The article of manufacture of claim 21, wherein the plurality of agents comprises at least 100 agents. ### Claim 29 (depends on 21) The article of manufacture of claim 21, wherein the time interval is selected to reduce bias attributable to effects related to time. ### Claim 30 (depends on 21) The article of manufacture of claim 21, wherein a combination of the first and third pluralities of contacts share a common distribution of contact types with a combination of the second and fourth pluralities of contacts.