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 information about a task waiting for assignment in the task assignment system;
• determine a highest-performing hold activity from a plurality of hold activities for the task based on information about the task and a plurality of historical task-hold activity pairings;
• and
• select the highest-performing hold activity from the plurality of hold activities for the task, wherein the selected hold activity is expected to improve performance of the task assignment system for a task-agent pairing involving the task, wherein the task and the task-agent pairing are otherwise unrelated to the highest-performing hold activity.

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 information about a task waiting for assignment in the task assignment system;
• determine a highest-performing hold activity from a plurality of hold activities for the task based on information about the task and a plurality of historical task-hold activity pairings;
• and
• select the highest-performing hold activity from the plurality of hold activities for the task, wherein the selected hold activity is expected to improve performance of the task assignment system for a task-agent pairing involving the task, wherein the task and the task-agent pairing are otherwise unrelated to the highest-performing hold activity.