# US 12,008,494 B2 · Techniques for behavioral pairing in a multistage task assignment system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,008,494 B2 - Document ID: US12008494B2 - Status: Granted - Kind: B2 - Application number: 17/097,559 - Filed: 2020-11-13 - Published: 2021-03-04 - Granted: 2024-06-11 - Earliest claimed: 2018-12-04 - Assignees: Afiniti, Ltd. - Applicants: Afiniti, Ltd. - Inventors: David J. Delellis; Randal E. Holl - Web page: https://patentgrep.com/patent/US12008494B2 ## CPC - G06F 9/5005: {to service a request} - G06Q 10/063112: {Skill-based matching of a person or a group to a task} - G06Q 10/06311: {Scheduling, planning or task assignment for a person or group} - G16H 20/10: relating to drugs or medications, e.g. for ensuring correct administration to patients - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 3/5233: {Operator skill based call distribution} - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - G16H: HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA - 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 multistage task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a multistage task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the multistage task assignment system, one or more characteristics of a task; determining, by the at least one computer processor and based at least on the one or more characteristics of the task, a sequence of agents; and pairing, by the at least one computer processor, the task with the sequence of agents. ## Claims ### Claim 1 A method for pairing in a multistage task assignment system, the method comprising: receiving, by at least one computer processor communicatively coupled to and configured to operate in the multistage task assignment system, 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; determining, by the at least one computer processor, one or more characteristics for each stage of the plurality of stages; and determining, by the at least one computer processor, 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, 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 method further comprises: while the first task has at least one uncompleted stage, receiving, by the at least one computer processor, a second request to complete a second task, wherein the second task comprises a second plurality of stages; determining, by the at least one computer processor, 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. ### Claim 2 (depends on 1) The method of claim 1, further comprising: receiving, by the at least one computer processor, an instruction from an assigned agent of the first agent sequence; determining, by the at least one computer processor, a second agent sequence for the first task, wherein the second agent sequence comprises assignments of available agents to uncompleted stages of the plurality of stages of the first task and an assignment of an available agent to at least one previously-completed stage of the plurality of stages. ### Claim 3 (depends on 1) The method of claim 1, further comprising providing, by the at least one computer processor, an outcome of a completed stage of the plurality of stages of the first task to an agent associated with an uncompleted stage of the plurality of stages, wherein the uncompleted stage is subsequent to the completed stage. ### Claim 4 (depends on 1) The method of claim 1, wherein determining the first agent sequence for the first task occurs over a period of time, wherein an available agent is selected for a subsequent stage of the plurality of stages after the multistage task assignment system receives a notification that a prior stage is completed or is about to be completed. ### Claim 5 (depends on 1) The method of claim 1, further comprising: receiving, by the at least one computer processor, an instruction for the task assignment system to determine agent sequences based on a second task assignment strategy; and determining, by the at least one computer processor, a second agent sequence for uncompleted stages of the plurality of stages of the first task. ### Claim 6 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. ### Claim 7 (depends on 6) The system of claim 6, wherein the at least one computer processor is further configured to: receive an instruction from an assigned agent of the first agent sequence; determine a second agent sequence for the first task, wherein the second agent sequence comprises assignments of available agents to uncompleted stages of the plurality of stages of the first task and an assignment of an available agent to at least one previously-completed stage of the plurality of stages. ### Claim 8 (depends on 6) The system of claim 6, wherein the at least one computer processor is further configured to provide an outcome of a completed stage of the plurality of stages of the first task to an agent associated with an uncompleted stage of the plurality of stages, wherein the uncompleted stage is subsequent to the completed stage. ### Claim 9 (depends on 6) The system of claim 6, wherein determining the first agent sequence for the first task occurs over a period of time, wherein an available agent is selected for a subsequent stage of the plurality of stages after the multistage task assignment system receives a notification that a prior stage is completed or is about to be completed. ### Claim 10 (depends on 6) The system of claim 6, wherein the at least one computer processor is further configured to: receive an instruction for the task assignment system to determine agent sequences based on a second task assignment strategy; and determine a second agent sequence for uncompleted stages of the plurality of stages of the first task. ### Claim 11 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. ### Claim 12 (depends on 11) The multistage task assignment system of claim 11, wherein the at least one computer processor is configured to: receive an instruction from an assigned agent of the first agent sequence; determine a second agent sequence for the first task, wherein the second agent sequence comprises assignments of available agents to uncompleted stages of the plurality of stages of the first task and an assignment of an available agent to at least one previously-completed stage of the plurality of stages. ### Claim 13 (depends on 11) The multistage task assignment system of claim 11, wherein the at least one computer processor is configured to provide an outcome of a completed stage of the plurality of stages of the first task to an agent associated with an uncompleted stage of the plurality of stages, wherein the uncompleted stage is subsequent to the completed stage. ### Claim 14 (depends on 11) The multistage task assignment system of claim 11, wherein determining the first agent sequence for the first task occurs over a period of time, wherein an available agent is selected for a subsequent stage of the plurality of stages after the multistage task assignment system receives a notification that a prior stage is completed or is about to be completed.