# US 11,115,534 B2 · Techniques for behavioral pairing 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 11,115,534 B2 - Document ID: US11115534B2 - Status: Granted - Kind: B2 - Application number: 16/926,404 - Filed: 2020-07-10 - Published: 2020-10-29 - Granted: 2021-09-07 - Earliest claimed: 2008-01-28 - Assignees: Afiniti, Ltd. - Applicants: Afiniti, Ltd. - Inventors: Zia Chishti - Web page: https://patentgrep.com/patent/US11115534B2 ## CPC - H04M 3/5232: {Call distribution algorithms} - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - 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 behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different. ## Claims ### Claim 1 A method comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a set of agents available to be connected to a contact, the set of agents comprising a first agent, a second agent, and a third agent; and selecting, by the at least one computer processor, according to a pairing strategy, the first agent for pairing to the contact to optimize a performance metric; wherein the first agent has a worst expected performance among the set of agents for the contact according to the performance metric; wherein the first agent has been lagging the least in a fairness metric, wherein the fairness metric is based on a measurement of utilization of an agent over time; wherein the third agent has been lagging the most in the fairness metric; wherein unavailability of the first agent would cause the pairing strategy to select the second agent instead of the third agent; and wherein the first agent has not previously interacted with the contact. ### Claim 2 (depends on 1) The method of claim 1, wherein the pairing strategy is a behavioral pairing strategy. ### Claim 3 (depends on 1) The method of claim 1, wherein the pairing strategy is a diagonal pairing strategy. ### Claim 4 (depends on 1) The method of claim 1, wherein the pairing strategy targets a balanced agent utilization. ### Claim 5 (depends on 1) The method of claim 1, wherein the pairing strategy targets an expected improvement to overall performance of the contact center system. ### Claim 6 (depends on 1) The method of claim 1, wherein the first agent has the worst expected performance among the set of agents for a contact type of the contact. ### Claim 7 (depends on 1) The method of claim 1, wherein the worst expected performance for the first agent is subsequently updated based on an outcome of an interaction between the first agent and the contact. ### Claim 8 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: determine a set of agents available to be connected to a contact, the set of agents comprising a first agent, a second agent, and a third agent; and select, according to a pairing strategy, the first agent for pairing to the contact to optimize a performance metric; wherein the first agent has a worst expected performance among the set of agents for the contact according to the performance metric; wherein the first agent has been lagging the least in a fairness metric, wherein the fairness metric is based on a measurement of utilization of an agent over time; wherein the third agent has been lagging the most in the fairness metric; wherein unavailability of the first agent would cause the pairing strategy to select the second agent instead of the third agent; and wherein the first agent has not previously interacted with the contact. ### Claim 9 (depends on 8) The system of claim 8, wherein the pairing strategy is a behavioral pairing strategy. ### Claim 10 (depends on 8) The system of claim 8, wherein the pairing strategy is a diagonal pairing strategy. ### Claim 11 (depends on 8) The system of claim 8, wherein the pairing strategy targets a balanced agent utilization. ### Claim 12 (depends on 8) The system of claim 8, wherein the pairing strategy targets an expected improvement to overall performance of the contact center system. ### Claim 13 (depends on 8) The system of claim 8, wherein the first agent has the worst expected performance among the set of agents for a contact type of the contact. ### Claim 14 (depends on 8) The system of claim 8, wherein the worst expected performance for the first agent is subsequently updated based on an outcome of an interaction between the first agent and the contact. ### Claim 15 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: determine a set of agents available to be connected to a contact, the set of agents comprising a first agent, a second agent, and a third agent; and select, according to a pairing strategy, the first agent for pairing to the contact to optimize a performance metric; wherein the first agent has a worst expected performance among the set of agents for the contact according to the performance metric; wherein the first agent has been lagging the least in a fairness metric, wherein the fairness metric is based on a measurement of utilization of an agent over time; wherein the third agent has been lagging the most in the fairness metric; wherein unavailability of the first agent would cause the pairing strategy to select the second agent instead of the third agent; and wherein the first agent has not previously interacted with the contact. ### Claim 16 (depends on 15) The article of manufacture of claim 15, wherein the pairing strategy is a behavioral pairing strategy. ### Claim 17 (depends on 15) The article of manufacture of claim 15, wherein the pairing strategy is a diagonal pairing strategy. ### Claim 18 (depends on 15) The article of manufacture of claim 15, wherein the pairing strategy targets a balanced agent utilization. ### Claim 19 (depends on 15) The article of manufacture of claim 15, wherein the pairing strategy targets an expected improvement to overall performance of the contact center system. ### Claim 20 (depends on 15) The article of manufacture of claim 15, wherein the first agent has the worst expected performance among the set of agents for a contact type of the contact. ### Claim 21 (depends on 15) The article of manufacture of claim 15, wherein the worst expected performance for the first agent is subsequently updated based on an outcome of an interaction between the first agent and the contact. ### Claim 22 (depends on 1) The method of claim 1, wherein the fairness metric is agent waiting time, wherein the first agent has been waiting the least among the set of agents, and wherein the third agent has been waiting the longest among the set of agents. ### Claim 23 (depends on 1) The method of claim 1, wherein the fairness metric is agent occupancy, wherein the first agent has been occupied the most among the set of agents, and wherein the third agent has been occupied the least among the set of agents. ### Claim 24 (depends on 8) The system of claim 8, wherein the fairness metric is agent waiting time, wherein the first agent has been waiting the least among the set of agents, and wherein the third agent has been waiting the longest among the set of agents. ### Claim 25 (depends on 8) The system of claim 8, wherein the fairness metric is agent occupancy, wherein the first agent has been occupied the most among the set of agents, and wherein the third agent has been occupied the least among the set of agents. ### Claim 26 (depends on 15) The article of manufacture of claim 15, wherein the fairness metric is agent waiting time, wherein the first agent has been waiting the least among the set of agents, and wherein the third agent has been waiting the longest among the set of agents. ### Claim 27 (depends on 15) The article of manufacture of claim 15, wherein the fairness metric is agent occupancy, wherein the first agent has been occupied the most among the set of agents, and wherein the third agent has been occupied the least among the set of agents.