# US 2021/0241201 A1 · Techniques for benchmarking pairing strategies in a task assignment system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2021/0241201 A1 - Document ID: US20210241201A1 - Status: Published application - Kind: A1 - Application number: 17/163,668 - Filed: 2021-02-01 - Published: 2021-08-05 - Earliest claimed: 2020-02-05 - Assignees: Afiniti, Ltd. - Applicants: Afiniti, Ltd. - Inventors: Zia CHISHTI; Julian LOPEZ-PORTILLO; Ittai KAN - Web page: https://patentgrep.com/patent/US20210241201A1 ## CPC - G06Q 10/06311: {Scheduling, planning or task assignment for a person or group} - G06Q 10/06393: {Score-carding, benchmarking or key performance indicator [KPI] analysis} - G06Q 10/063112: {Skill-based matching of a person or a group to a task} - G06Q 10/0633: Workflow analysis - G06Q 10/06375: {Prediction of business process outcome or impact based on a proposed change} - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 3/5233: {Operator skill based call distribution} - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system, the method comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a first performance of a first pairing strategy based at least in part on a first plurality of historical task assignments assigned by a second pairing strategy. ## Claims ### Claim 1 A method for benchmarking pairing strategies in a task assignment system, the method comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a first performance of a first pairing strategy based at least in part on a first plurality of historical task assignments assigned by a second pairing strategy. ### Claim 2 (depends on 1) The method of claim 1, wherein the task assignment system is a contact center system. ### Claim 3 (depends on 1) The method of claim 1, wherein the first pairing strategy is a first-in, first-out strategy. ### Claim 4 (depends on 1) The method of claim 1, wherein the second pairing strategy is a behavioral pairing strategy. ### Claim 5 (depends on 1) The method of claim 1, wherein the determining the first performance is further based at least in part on a second plurality of historical task assignments assigned by the first pairing strategy. ### Claim 6 (depends on 5) The method of claim 5, further comprising improving, by the at least one computer processor, a pairing model of the second pairing strategy by determining, based on both the first plurality of historical task assignments and the second plurality of historical task assignments, a performance for each of a plurality of feasible task-agent combinations. ### Claim 7 (depends on 1) The method of claim 1, wherein the first performance is based solely on the first plurality of historical task assignments assigned by the second pairing strategy. ### Claim 8 (depends on 1) The method of claim 1, wherein the task assignment system applies the second pairing strategy at least 90% of the time. ### Claim 9 (depends on 1) The method of claim 1, wherein the task assignment system applies the second pairing strategy 100% of the time. ### Claim 10 (depends on 1) The method of claim 1, wherein the determining the first performance further comprises weighting the first plurality of historical task assignments according to an expected distribution of task assignments when using the first pairing strategy. ### Claim 11 (depends on 1) The method of claim 1, further comprising determining, by the at least one computer processor, a second performance of the second pairing strategy based at least in part on the first plurality of historical task assignments. ### Claim 12 (depends on 11) The method of claim 11, wherein the first plurality of historical task assignments are weighted for determining the first performance of the first pairing strategy, and the first plurality of historical task assignments are unweighted for determining the second performance of the second pairing strategy. ### Claim 13 A system for benchmarking pairing strategies in a task assignment 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: determine a first performance of a first pairing strategy based at least in part on a first plurality of historical task assignments assigned by a second pairing strategy. ### Claim 14 (depends on 13) The system of claim 13, wherein the task assignment system is a contact center system. ### Claim 15 (depends on 13) The system of claim 13, wherein the first pairing strategy is a first-in, first-out strategy. ### Claim 16 (depends on 13) The system of claim 13, wherein the second pairing strategy is a behavioral pairing strategy. ### Claim 17 (depends on 13) The system of claim 13, wherein the at least one computer processor is configured to determine the first performance further based at least in part on a second plurality of historical task assignments assigned by the first pairing strategy. ### Claim 18 (depends on 17) The system of claim 17, wherein the at least one computer processor is further configured to: improve a pairing model of the second pairing strategy by determining, based on both the first plurality of historical task assignments and the second plurality of historical task assignments, a performance for each of a plurality of feasible task-agent combinations. ### Claim 19 (depends on 13) The system of claim 13, wherein the first performance is based solely on the first plurality of historical task assignments assigned by the second pairing strategy. ### Claim 20 (depends on 13) The system of claim 13, wherein the task assignment system applies the second pairing strategy at least 90% of the time. ### Claim 21 (depends on 13) The system of claim 13, wherein the task assignment system applies the second pairing strategy 100% of the time. ### Claim 22 (depends on 13) The system of claim 13, wherein the at least one computer processor is configured to determine the first performance by weighting the first plurality of historical task assignments according to an expected distribution of task assignments when using the first pairing strategy. ### Claim 23 (depends on 13) The system of claim 13, wherein the at least one computer processor is further configured to: determine a second performance of the second pairing strategy based at least in part on the first plurality of historical task assignments. ### Claim 24 (depends on 23) The system of claim 23, wherein the first plurality of historical task assignments are weighted for determining the first performance of the first pairing strategy, and the first plurality of historical task assignments are unweighted for determining the second performance of the second pairing strategy. ### Claim 25 An article of manufacture for benchmarking pairing strategies in 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 task assignment system and thereby cause the at least one computer processor to operate so as to: determine a first performance of a first pairing strategy based at least in part on a first plurality of historical task assignments assigned by a second pairing strategy. ### Claim 26 (depends on 25) The article of manufacture of claim 25, wherein the task assignment system is a contact center system. ### Claim 27 (depends on 25) The article of manufacture of claim 25, wherein the first pairing strategy is a first-in, first-out strategy. ### Claim 28 (depends on 25) The article of manufacture of claim 25, wherein the second pairing strategy is a behavioral pairing strategy. ### Claim 29 (depends on 25) The article of manufacture of claim 25, wherein the instructions are configured to cause the at least one computer processor to operate so as to determine the first performance further based at least in part on a second plurality of historical task assignments assigned by the first pairing strategy. ### Claim 30 (depends on 29) The article of manufacture of claim 29, wherein the instructions are configured to cause the at least one computer processor to further operate so as to: improve a pairing model of the second pairing strategy by determining, based on both the first plurality of historical task assignments and the second plurality of historical task assignments, a performance for each of a plurality of feasible task-agent combinations.