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

A system for 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, first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment;
• transmit, to the external pairing system over the application programming interface, a pairing request;
• determine an initial timeout window to wait for the external pairing system to respond to the pairing request;
• receive, from the external pairing system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;
• extend the initial timeout window in response to the receiving the extension request;
• and
• receive, from the external pairing system, at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents.

An article of manufacture for 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, first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment;
• transmit, to the external pairing system over the application programming interface, a pairing request;
• determine an initial timeout window to wait for the external pairing system to respond to the pairing request;
• receive, from the external pairing system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;
• extend the initial timeout window in response to the receiving the extension request;
• and
• receive, from the external pairing system, at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents.

A method for 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, information that identifies one or more tasks waiting for assignment and one or more agents available for assignment;
• receiving, by the at least one computer processor, from the task assignment system, a pairing request that is associated with an initial timeout window;
• determining, by the at least one computer processor, to postpone selecting a pairing between the one or more tasks and the one or more agents;
• transmitting, by the at least one computer processor, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;
• selecting, by the at least one computer processor, the pairing between the one or more tasks and the one or more agents;
• and
• transmitting, by the at least one computer processor, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing.

A system for pairing 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, information that identifies one or more tasks waiting for assignment and one or more agents available for assignment;
• receive, from the task assignment system, a pairing request that is associated with an initial timeout window;
• determine to postpone selecting a pairing between the one or more tasks and the one or more agents;
• transmit, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;
• select the pairing between the one or more tasks and the one or more agents;
• and
• transmit, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing.

An article of manufacture for pairing 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, information that identifies one or more tasks waiting for assignment and one or more agents available for assignment;
• receive, from the task assignment system, a pairing request that is associated with an initial timeout window;
• determine to postpone selecting a pairing between the one or more tasks and the one or more agents;
• transmit, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;
• select the pairing between the one or more tasks and the one or more agents;
• and
• transmit, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing.