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

A system for behavioral pairing in a task assignment system with an external pairing system comprising:

• at least one computer processor communicatively coupled to and configured to operate in the task assignment system, wherein the at least one computer processor is further configured to:
• transmit, to the external pairing system over an application programming interface, a control flag and a benchmark flag, wherein:
• the control flag indicates whether a task-agent pairing in the task assignment system is to be based on a response by the external pairing system to a routing request sent by the at least one computer processor;
• and
• the benchmark flag indicates whether the pairing of the task to the agent is to be based on one of a first pairing strategy and a second pairing strategy;
• and
• receive, from the external pairing system, the task-agent pairing based on one of the first pairing strategy and the second pairing strategy, the task-agent pairing being based at least in part on the control flag and the benchmark flag.

An article of manufacture for behavioral pairing in a task assignment system with an external pairing 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 task assignment system and thereby cause the at least one computer processor to operate so as to:
• transmit, to the external pairing system over an application programming interface, a control flag and a benchmark flag, wherein:
• the control flag indicates whether a task-agent pairing in the task assignment system is to be based on a response by the external pairing system to a routing request sent by the at least one computer processor;
• and
• the benchmark flag indicates whether the pairing of the task to the agent is to be based on one of a first pairing strategy and a second pairing strategy;
• and
• receive, from the external pairing system, the task-agent pairing based on one of the first pairing strategy and the second pairing strategy, the task-agent pairing being based at least in part on the control flag and the benchmark flag.

A method for behavioral pairing in an external pairing system communicatively coupled to a task assignment system, the method comprising:

• receiving, by at least one computer processor communicatively coupled to and configured to operate in the external pairing system, from the task assignment system over an application programming interface, a control flag and a benchmark flag, wherein:
• the control flag indicates whether a task-agent pairing in the task assignment system is to be based on a response by the external pairing system to a routing request received by the at least one computer processor;
• and
• the benchmark flag indicates whether the pairing of the task to the agent is to be based on one of a first pairing strategy and a second pairing strategy;
• and
• transmitting, by the at least one computer processor, to the task assignment system, the task-agent pairing of the first pairing strategy and the second pairing strategy, the task-agent pairing being based at least in part on the control flag and the benchmark flag.

A system for benchmarking in an external pairing system communicatively coupled to a task assignment system comprising:

• at least one computer processor communicatively coupled to and configured to operate in the external pairing system, wherein the at least one computer processor is further configured to:
• receive, from the task assignment system over an application programming interface, a control flag and a benchmark flag, wherein:
• the control flag indicates whether a task-agent pairing in the task assignment system is to be based on a response by the external pairing system to a routing request received by the at least one computer processor;
• and
• the benchmark flag indicates whether the pairing of the task to the agent is to be based on one of a first pairing strategy and a second pairing strategy;
• and
• transmit, to the task assignment system, the task-agent pairing of the first pairing strategy and the second pairing strategy, the task-agent pairing being based at least in part on the control flag and the benchmark flag.

An article of manufacture for benchmarking in an external pairing system communicatively coupled to a task assignment 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 external pairing system and thereby cause the at least one computer processor to operate so as to:
• receive, from the task assignment system over an application programming interface, a control flag and a benchmark flag, wherein:
• the control flag indicates whether a task-agent pairing in the task assignment system is to be based on a response by the external pairing system to a routing request received by the at least one computer processor;
• and
• the benchmark flag indicates whether the pairing of the task to the agent is to be based on one of a first pairing strategy and a second pairing strategy;
• and
• transmit, to the task assignment system, the task-agent pairing of the first pairing strategy and the second pairing strategy, the task-agent pairing being based at least in part on the control flag and the benchmark flag.