Techniques for behavioral pairing in a task assignment system

A system for behavioral pairing in a task assignment system comprising:

• at least one computer processor communicatively coupled to and configured to operate in the task assignment system, wherein the at least one computer processor is further configured to:
• determine availability of at least one task in a queue;
• query, based on at least one variable pertaining to the at least one task, at least one data source for information associated with the at least one task, wherein the query is performed within a first time period, wherein the first time period is determined according to a service level agreement associated with the task assignment system and the at least one task;
• receive, from the at least one data source, the information associated with the at least one task;
• pair, during the first time period and based at least in part on the information associated with the at least one task, one or more tasks in the queue other than the at least one task to a first agent in the task assignment system by a pairing strategy associated with the task assignment system;
• and
• pair, based at least in part on the information associated with the at least one task, the at least one task to a second agent in the task assignment system by the pairing strategy.

An article of manufacture for behavioral pairing in a task assignment system comprising:

• a non-transitory 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 task assignment system and thereby cause the at least one computer processor to operate so as to:
• determine availability of at least one task in a queue;
• query, based on at least one variable pertaining to the at least one task, at least one data source for information associated with the at least one task, wherein the query is performed within a first time period, wherein the first time period is determined according to a service level agreement associated with the task assignment system and the at least one task;
• receive, from the at least one data source, the information associated with the at least one task;
• pair, during the first time period and based at least in part on the information associated with the at least one task, one or more tasks in the queue other than the at least one task to a first agent in the task assignment system by a pairing strategy associated with the task assignment system;
• and
• pair, based at least in part on the information associated with the at least one task, the at least one task to a second agent in the task assignment system by the pairing strategy.