# US 2021/0243303 A1 · Techniques for behavioral pairing 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 2021/0243303 A1 - Document ID: US20210243303A1 - Status: Published application - Kind: A1 - Application number: 17/162,133 - Filed: 2021-01-29 - Published: 2021-08-05 - Earliest claimed: 2020-02-03 - Assignees: Afiniti, Ltd. - Applicants: Afiniti, Ltd. - Inventors: Vikash KHATRI; Zia CHISHTI; Jason DELKER - Web page: https://patentgrep.com/patent/US20210243303A1 ## CPC - G06Q 10/0631: Resource planning, allocation, distributing or scheduling for enterprises or organisations - H04M 3/5232: {Call distribution algorithms} - G06Q 10/06393: {Score-carding, benchmarking or key performance indicator [KPI] analysis} - H04M 3/5175: {Call or contact centers supervision arrangements} - 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 behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system. ## Claims ### Claim 1 A method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system. ### 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 determining the at least one behavioral pairing constraint comprises constraining a number of choices of pairing tasks to agents available to a behavioral pairing strategy. ### Claim 4 (depends on 1) The method of claim 1, wherein determining the at least one behavioral pairing constraint comprises constraining a number of data fields, an amount of data, or a number or a type of data sources. ### Claim 5 (depends on 1) The method of claim 1, wherein determining the at least one behavioral pairing constraint comprises constraining a frequency of behavioral pairing model updates. ### Claim 6 (depends on 1) The method of claim 1, wherein determining the at least one behavioral pairing constraint comprises reducing a technical resource requirement. ### Claim 7 (depends on 6) The method of claim 6, wherein the technical resource requirement is a hardware requirement. ### Claim 8 (depends on 6) The method of claim 6, wherein the technical resource requirement is a network or a bandwidth requirement. ### Claim 9 (depends on 6) The method of claim 6, wherein the technical resource requirement is a system installation, a configuration, or a maintenance requirement. ### Claim 10 (depends on 1) The method of claim 1, further comprising: receiving an adjustment to the at least one behavioral pairing constraint. ### Claim 11 (depends on 1) The method of claim 1, further comprising: estimating a performance rating or a performance gain of the task assignment system operating under the at least one behavioral pairing constraint or a change in performance resulting from adjusting the at least one behavioral pairing constraint. ### Claim 12 (depends on 1) The method of claim 1, further comprising: estimating a cost of the task assignment system operating under the at least one behavioral pairing constraint or a change in cost resulting from adjusting the at least one behavioral pairing constraint. ### Claim 13 A system for behavioral pairing 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 at least one behavioral pairing constraint; and apply the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system. ### 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 determining the at least one behavioral pairing constraint comprises constraining a number of choices of pairing tasks to agents available to a behavioral pairing strategy. ### Claim 16 (depends on 13) The system of claim 13, wherein determining the at least one behavioral pairing constraint comprises constraining a number of data fields, an amount of data, or a number or a type of data sources. ### Claim 17 (depends on 13) The system of claim 13, wherein determining the at least one behavioral pairing constraint comprises constraining a frequency of behavioral pairing model updates. ### Claim 18 (depends on 13) The system of claim 13, wherein determining the at least one behavioral pairing constraint comprises reducing a technical resource requirement. ### Claim 19 (depends on 18) The system of claim 18, wherein the technical resource requirement is a hardware requirement. ### Claim 20 (depends on 18) The system of claim 18, wherein the technical resource requirement is a network or a bandwidth requirement. ### Claim 21 (depends on 18) The system of claim 18, wherein the technical resource requirement is a system installation, a configuration, or a maintenance requirement. ### Claim 22 (depends on 13) The system of claim 13, further comprising: receiving an adjustment to the at least one behavioral pairing constraint. ### Claim 23 (depends on 13) The system of claim 13, further comprising: estimating a performance rating or a performance gain of the task assignment system operating under the at least one behavioral pairing constraint or a change in performance resulting from adjusting the at least one behavioral pairing constraint. ### Claim 24 (depends on 13) The system of claim 13, further comprising: estimating a cost of the task assignment system operating under the at least one behavioral pairing constraint or a change in cost resulting from adjusting the at least one behavioral pairing constraint. ### Claim 25 An article of manufacture for behavioral pairing 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 at least one behavioral pairing constraint; and apply the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system. ### 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 determining the at least one behavioral pairing constraint comprises constraining a number of choices of pairing tasks to agents available to a behavioral pairing strategy. ### Claim 28 (depends on 25) The article of manufacture of claim 25, wherein determining the at least one behavioral pairing constraint comprises constraining a number of data fields, an amount of data, or a number or a type of data sources. ### Claim 29 (depends on 25) The article of manufacture of claim 25, wherein determining the at least one behavioral pairing constraint comprises constraining a frequency of behavioral pairing model updates. ### Claim 30 (depends on 25) The article of manufacture of claim 25, wherein determining the at least one behavioral pairing constraint comprises reducing a technical resource requirement. ### Claim 31 (depends on 30) The article of manufacture of claim 30, wherein the technical resource requirement is a hardware requirement. ### Claim 32 (depends on 30) The article of manufacture of claim 30, wherein the technical resource requirement is a network or a bandwidth requirement. ### Claim 33 (depends on 30) The article of manufacture of claim 30, wherein the technical resource requirement is a system installation, a configuration, or a maintenance requirement. ### Claim 34 (depends on 25) The article of manufacture of claim 25, further comprising: receiving an adjustment to the at least one behavioral pairing constraint. ### Claim 35 (depends on 25) The article of manufacture of claim 25, further comprising: estimating a performance rating or a performance gain of the task assignment system operating under the at least one behavioral pairing constraint or a change in performance resulting from adjusting the at least one behavioral pairing constraint. ### Claim 36 (depends on 25) The article of manufacture of claim 25, further comprising: estimating a cost of the task assignment system operating under the at least one behavioral pairing constraint or a change in cost resulting from adjusting the at least one behavioral pairing constraint.