# US 2018/0324302 A1 · Techniques for behavioral pairing in a contact center system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2018/0324302 A1 - Document ID: US20180324302A1 - Status: Published application - Kind: A1 - Application number: 16/035,428 - Filed: 2018-07-13 - Published: 2018-11-08 - Earliest claimed: 2008-01-28 - Assignees: Afiniti Europe Technologies Limited - Applicants: Afiniti Europe Technologies Limited - Inventors: Zia CHISHTI - Web page: https://patentgrep.com/patent/US20180324302A1 ## CPC - H04M 3/5232: {Call distribution algorithms} - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - H04M 3/5233: {Operator skill based call distribution} - H04M 3/5235: {Dependent on call type or called number [DNIS]} - H04M 2201/18: Comparators - H04M 2201/36: Memories - 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 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. ## Claims ### Claim 1 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. ### Claim 2 (depends on 1) The method of claim 1, wherein the pairing strategy is a diagonal strategy. ### Claim 3 (depends on 1) The method of claim 1, wherein the pairing strategy balances agent utilization. ### Claim 4 (depends on 1) The method of claim 1, further comprising: determining, by the at least one computer processor, an expected improvement to overall performance of the contact center system based on the plurality of expected outcomes. ### Claim 5 (depends on 1) The method of claim 1, wherein an expected outcome of a pairing of the first contact and the first agent is lower than a second expected outcome of a second available pairing. ### Claim 6 (depends on 1) The method of claim 1, wherein a pairing of the first contact and the first agent increases a likelihood of a subsequent pairing between a second contact and a second agent with a second expected outcome higher than the expected outcome of the pairing of the first contact and the first agent. ### Claim 7 (depends on 1) The method of claim 1, wherein the pairing strategy is based on a plurality of expected frequencies for contacts of each of the plurality of contact types arriving at the contact center system. ### Claim 8 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. ### Claim 9 (depends on 8) The system of claim 8, wherein the pairing strategy is a diagonal strategy. ### Claim 10 (depends on 8) The system of claim 8, wherein the pairing strategy balances agent utilization. ### Claim 11 (depends on 8) The system of claim 8, wherein the at least one computer processor is further configured to: determine an expected improvement to overall performance of the contact center system based on the plurality of expected outcomes. ### Claim 12 (depends on 8) The system of claim 8, wherein an expected outcome of a pairing of the first contact and the first agent is lower than a second expected outcome of a second available pairing. ### Claim 13 (depends on 8) The system of claim 8, wherein a pairing of the first contact and the first agent increases a likelihood of a subsequent pairing between a second contact and a second agent with a second expected outcome higher than the expected outcome of the pairing of the first contact and the first agent. ### Claim 14 (depends on 8) The system of claim 8, wherein the pairing strategy is based on a plurality of expected frequencies for contacts of each of the plurality of contact types arriving at the contact center system. ### Claim 15 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. ### Claim 16 (depends on 15) The article of manufacture of claim 15, wherein the pairing strategy is a diagonal strategy. ### Claim 17 (depends on 15) The article of manufacture of claim 15, wherein the pairing strategy balances agent utilization. ### Claim 18 (depends on 15) The article of manufacture of claim 15, wherein the at least one computer processor is further configured to: determine an expected improvement to overall performance of the contact center system based on the plurality of expected outcomes. ### Claim 19 (depends on 15) The article of manufacture of claim 15, wherein an expected outcome of a pairing of the first contact and the first agent is lower than a second expected outcome of a second available pairing. ### Claim 20 (depends on 15) The article of manufacture of claim 15, wherein a pairing of the first contact and the first agent increases a likelihood of a subsequent pairing between a second contact and a second agent with a second expected outcome higher than the expected outcome of the pairing of the first contact and the first agent.