Techniques for behavioral pairing in a contact center system
AssigneeAfiniti Europe Technologies Limited
InventorZia CHISHTI
Life of this patent
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Abstract
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.
Claims20
A method for pairing in a contact center system comprising:
- determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents;
- determining, by the at least one computer processor, a plurality of contact types;
- determining, by the at least one computer processor, a plurality of expected outcomes of pairings between each of the plurality of agents and each of the plurality of contact types;
- determining, by the at least one computer processor, a pairing model based on the plurality of expected outcomes;
- and
- establishing, by the at least one computer processor via a routing engine of the contact center system, a communications channel between communication equipment of a first contact and communication equipment of a first agent according to a pairing strategy using the pairing model, wherein the pairing strategy improves overall performance of the contact center system.
A system for pairing in a contact center system comprising:
- at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
- determine a plurality of agents;
- determine a plurality of contact types;
- determine a plurality of expected outcomes of pairings between each of the plurality of agents and each of the plurality of contact types;
- determine a pairing model based on the plurality of expected outcomes;
- and
- establish, via a routing engine of the contact center system, a communications channel between communication equipment of a first contact and communication equipment of a first agent according to a pairing strategy using the pairing model, wherein the pairing strategy improves overall performance of the contact center system.
An article of manufacture for pairing in a contact center system 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 the contact center system and thereby cause the at least one computer processor to operate so as to:
- determine a plurality of agents;
- determine a plurality of contact types;
- determine a plurality of expected outcomes of pairings between each of the plurality of agents and each of the plurality of contact types;
- determine a pairing model based on the plurality of expected outcomes;
- and
- establish, via a routing engine of the contact center system, a communications channel between communication equipment of a first contact and communication equipment of a first agent according to a pairing strategy using the pairing model, wherein the pairing strategy improves overall performance of the contact center system.
Dependencies are inferred from the claim text.