Techniques for behavioral pairing in a dispatch center system

A system for behavioral pairing in a dispatch center system comprising:

• at least one computer processor communicatively coupled to and configured to operate in the dispatch center system, wherein the at least one computer processor is further configured to:
• determine a dispatch request for a customer;
• determine a plurality of field agents available to service the customer's dispatch request;
• determine a model of preferred field agent-customer pairings based at least in part on historical field agent-customer interaction outcome data;
• select one of the plurality of field agents based on the model;
• and
• output the selection to facilitate dispatching the selected field agent to the customer.

An article of manufacture for behavioral pairing in a dispatch center 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 dispatch center system and thereby cause the at least one computer processor to operate so as to:
• determine a dispatch request for a customer;
• determine a plurality of field agents available to service the customer's dispatch request;
• determine a model of preferred field agent-customer pairings based at least in part on historical field agent-customer interaction outcome data;
• select one of the plurality of field agents based on the model;
• and
• output the selection to facilitate dispatching the selected field agent to the customer.