Techniques for behavioral pairing in a task assignment system with an external pairing system

A system comprising one or more computer processors for operating a task assignment system, the task assignment system comprising:

• an internal pairing system;
• an external pairing system;
• and
• a switch that is communicatively coupled to the internal pairing system, wherein the task assignment system is executed by the one or more computer processors to perform a method comprising:
• the external pairing system, which is communicatively coupled to the switch, using a first pairing strategy to pair a first task with an agent, wherein, after the first task is paired with an agent, there is an interaction between the first task and the agent paired with the first task;
• recording first outcome data indicating an outcome of the interaction between the first task and the agent paired with the first task;
• recording a first benchmark flag, the first benchmark flag being associated, directly or indirectly, with the first outcome data and indicating that the first outcome data indicates an outcome that was produced by an interaction between a task and an agent where the task and the agent were paired using the first pairing strategy;
• the external pairing system using a second pairing strategy to pair a second task with an agent, wherein, after the second task is paired with an agent, there is an interaction between the second task and the agent paired with the second task;
• recording second outcome data indicating an outcome of the interaction between the second task and the agent paired with the second task;
• recording a second benchmark flag, the second benchmark flag being associated, directly or indirectly, with the second outcome data and indicating that the second outcome data indicates an outcome that was produced by an interaction between a task and an agent where the task and the agent were paired using the second pairing strategy;
• recording a third benchmark flag associated, directly or indirectly, with third outcome data, the third outcome data indicating an outcome of an interaction between a third task and an agent paired with the third task, wherein the third benchmark flag indicates:
• i) the first pairing strategy or the second pairing strategy was used to pair the third task with an agent, ii) that the internal pairing system paired the third task, and/or iii) that the third outcome data should not be used to benchmark the performance of the first and second pairing strategies;
• and
• benchmarking performance of the first and second pairing strategies, wherein
• the benchmarking comprises:
• retrieving the first outcome data;
• retrieving the second outcome data;
• using the first outcome data to determine a performance of the first pairing strategy;
• using the second outcome data to determine a performance of the second pairing;
• and
• based on the determined performance of the first pairing strategy and the determined performance of the second pairing strategy, determining a performance of the first pairing strategy relative to the performance of the second pairing strategy.

An article of manufacture comprising:

• a non-transitory computer processor readable medium;
• and
• instructions stored on the non-transitory computer processor readable medium, wherein the instructions are configured to configure a task assignment system comprising an external pairing system;
• an internal pairing system;
• and a switch communicatively coupled to the internal pairing system and the external pairing system to perform a method comprising:
• the external pairing system, which is communicatively coupled to the switch, using a first pairing strategy to pair a first task with an agent, wherein, after the first task is paired with an agent, there is an interaction between the first task and the agent paired with the first task;
• recording first outcome data indicating an outcome of the interaction between the first task and the agent paired with the first task;
• recording a first benchmark flag, the first benchmark flag being associated, directly or indirectly, with the first outcome data and indicating that the first outcome data indicates an outcome that was produced by an interaction between a task and an agent where the task and the agent were paired using the first pairing strategy;
• the external pairing system using a second pairing strategy to pair a second task with an agent, wherein, after the second task is paired with an agent, there is an interaction between the second task and the agent paired with the second task;
• recording second outcome data indicating an outcome of the interaction between the second task and the agent paired with the second task;
• recording a second benchmark flag, the second benchmark flag being associated, directly or indirectly, with the second outcome data and indicating that the second outcome data indicates an outcome that was produced by an interaction between a task and an agent where the task and the agent were paired using the second pairing strategy;
• recording a third benchmark flag associated, directly or indirectly, with third outcome data, the third outcome data indicating an outcome of an interaction between a third task and an agent paired with the third task, wherein the third benchmark flag indicates:
• i) the first pairing strategy or the second pairing strategy was used to pair the third task with an agent, ii) that the internal pairing system paired the third task, and/or iii) that the third outcome data should not be used to benchmark the performance of the first and second pairing strategies;
• and
• benchmarking performance of the first and second pairing strategies, wherein
• the benchmarking comprises:
• retrieving the first outcome data;
• retrieving the second outcome data;
• using the first outcome data to determine a performance of the first pairing strategy;
• using the second outcome data to determine a performance of the second pairing;
• and
• based on the determined performance of the first pairing strategy and the determined performance of the second pairing strategy, determining a performance of the first pairing strategy relative to the performance of the second pairing strategy.