Techniques for benchmarking performance in a contact center system

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:
• obtain a plurality of agents;
• obtain a first contact-agent pairing strategy for the contact center system for a first time period, wherein the first contact-agent pairing strategy comprises a parameter, wherein a value of the parameter affects a likelihood of selection for pairing of each agent of the plurality of agents, wherein a larger difference in bandwidth likelihood of selection between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
• pair, during a first subset of time of the first time period, a first plurality of contact-agent pairings based on the first contact-agent pairing strategy, the plurality of agents, and a first value for the parameter;
• determine a second value for the parameter of the first contact-agent pairing strategy based on an amount of remaining time in the first time period after the first subset of time has elapsed;
• and
• pair, during a second subset of time of the first time period, contacts to agents of the plurality of agents based on the second value of the parameter, the first contact-agent pairing strategy, and a corresponding likelihood of selection of each agent of the plurality of agents.

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:
• obtain a plurality of agents;
• obtain a first contact-agent pairing strategy for the contact center system for a first time period, wherein the first contact-agent pairing strategy comprises a parameter, wherein a value of the parameter affects a likelihood of selection for pairing of each agent of the plurality of agents, wherein a larger difference in bandwidth likelihood of selection between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
• pair, during a first subset of time of the first time period, a first plurality of contact-agent pairings based on the first contact-agent pairing strategy, the plurality of agents, and a first value for the parameter;
• determine a second value for the parameter of the first contact-agent pairing strategy based on an amount of remaining time in the first time period after the first subset of time has elapsed;
• and
• pair, during a second subset of time of the first time period, contacts to agents of the plurality of agents based on the second value of the parameter, the first contact-agent pairing strategy, and a corresponding likelihood of selection of each agent of the plurality of agents.