US 10,897,540 B2Granted

Techniques for benchmarking pairing strategies in a contact center system

AssigneeAfiniti, Ltd.

InventorZia Chishti

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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; 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.

Claims20

Dependent claims

A method comprising:

at a first time, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, pairing a first contact to an agent using a first pairing strategy;
at a second time later than the first time, by the at least one computer processor, pairing a second contact to the agent using a second pairing strategy that is different from the first pairing strategy;
at a third time later than the second time, by the at least one computer processor, pairing a third contact to the agent using a third pairing strategy that is different from the second pairing strategy;
at a fourth time later than the third time, by the at least one computer processor, pairing a fourth contact to the agent using a fourth pairing strategy that is different from the first and third pairing strategies;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth contacts;
and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements;
wherein pairing strategy switching is based on minimizing effects other than effects of the first, second, third, and fourth pairing strategies.

6 more elements

Dependencies are inferred from the claim text.

Facts

Application: 16/913,724Filed 26 Jun 2020 · continuation
Priority: 28 Jan 2008
Published: US 2020/0329145 A115 Oct 2020
Granted: 19 Jan 2021
Term ends: Not estimatedThe source records don’t support an estimate.

Classification7 codes

H04M 3/5232
With call distribution or queueing: call distribution algorithms
H04M 3/5141
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: details of processing…
H04M 3/5233
Call distribution algorithms: operator skill based call distribution
H04M 3/5235
Call distribution algorithms: dependent on call type or called number [DNIS]

Family

Application12/021,251Parent of this continuation-in-part · filed 28 Jan 2008
Application12/266,446Parent of this continuation · filed 6 Nov 2008
Application14/472,998Parent of this continuation · filed 29 Aug 2014
US 8,824,658 B2Parent of this continuation · filed 2 Sep 2014
Application14/727,271Parent of this continuation · filed 1 Jun 2015
US 9,215,323 B2Parent of this continuation · filed 15 Dec 2015
Application15/131,915Parent of this continuation · filed 18 Apr 2016
Application15/221,698Parent of this continuation · filed 28 Jul 2016
US 9,712,676 B1Parent of this continuation · filed 18 Jul 2017
US 9,712,679 B2Parent of this continuation-in-part · filed 18 Jul 2017
Application15/691,163Parent of this continuation · filed 30 Aug 2017
US 9,774,740 B2Parent of this continuation · filed 26 Sep 2017
US 10,051,125 B2Parent of this continuation · filed 14 Aug 2018
Application16/413,146Parent of this continuation · filed 15 May 2019
US 10,298,762 B2Parent of this continuation · filed 21 May 2019
US 2020/0329145 A1Pre-grant publication · published 15 Oct 2020
US 10,708,430 B2Parent of this continuation
Application15/131,915Parent of this continuation-in-part
US 2009/0190740 A1Published application
US 2010/0111286 A1Published application
US 2015/0086004 A1Published application
US 2015/0264178 A1Published application
US 2017/0208176 A1Published application
US 2017/0366671 A1Published application
US 2019/0268474 A1Published application
US 10,897,540 B2This patent

From the US filing history. Foreign family members aren’t listed.