Techniques for behavioral pairing in a multistage task assignment system

A system for pairing in a multistage task assignment system, the system comprising:

• at least one computer processor communicatively coupled to and configured to operate in the multistage task assignment system, wherein the at least one computer processor is further configured to:
• receive a request to complete a first task, wherein the first task is associated with a plurality of stages of performing a plurality of sub-tasks by a plurality of agents;
• determine one or more characteristics for each stage of the plurality of stages;
• and
• determine a first agent sequence for the first task based on the one or more characteristics for each stage of the plurality of stages, a first task assignment strategy, and a plurality of historical agent-task assignments;
• wherein determining the first agent sequence comprises determining a sequence of performing the plurality of sub-tasks for completing the first task and assigning an available agent to each of the plurality of sub-tasks,
• wherein the first agent sequence increases a first performance metric of the multistage task assignment system for the first task and decreases a second performance metric of the multistage task assignment system for at least one stage in the plurality of stages, and
• wherein the first agent sequence for the first task is determined by establishing, in at least one switching component of the multistage task assignment system, at least one connection between one of the plurality of stages and an agent,
• wherein the at least one computer processor is further configured to:
• while the first task has at least one uncompleted stage, receive a second request to complete a second task, wherein the second task comprises a second plurality of stages;
• determine a second agent sequence, wherein the second agent sequence comprises assignments of available agents to uncompleted stages of the first task and at least one stage of the second plurality of stages of the second task, and
• wherein the second task is received by the multistage task assignment system after the first task is received, and the second agent sequence prioritizes at least one stage of the second plurality of stages of the second task over at least one uncompleted stage of the first task.

A multistage task assignment system comprising:

• at least one computer processor for receiving, via a communication channel, a request to complete a first task, wherein the first task is associated with a plurality of stages of performing a plurality of sub-tasks by a plurality of agents;
• and
• one or more switches for routing an available agent to each of the plurality of sub-tasks, wherein
• a first agent sequence is determined for the first task based on one or more characteristics for each stage of the plurality of stages, a first task assignment strategy, and a plurality of historical agent-task assignments,
• determining the first agent sequence comprises determining a sequence of performing the plurality of sub-tasks for completing the first task and assigning an available agent to each of the plurality of sub-tasks,
• the first agent sequence increases a first performance metric of the multistage task assignment system for the first task and decreases a second performance metric of the multistage task assignment system for at least one stage in the plurality of stages,
• the first agent sequence for the first task is determined by establishing, in at least one switching component of the multistage task assignment system, at least one connection between one of the plurality of stages and an agent,
• the at least one computer processor is configured to:
• while the first task has at least one uncompleted stage, receive a second request to complete a second task, wherein the second task comprises a second plurality of stages;
• determine a second agent sequence, wherein the second agent sequence comprises assignments of available agents to uncompleted stages of the first task and at least one stage of the second plurality of stages of the second task,
• the second task is received by the multistage task assignment system after the first task is received, and wherein the second agent sequence prioritizes at least one stage of the second plurality of stages of the second task over at least one uncompleted stage of the first task.