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

A system for error handling 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 request for the external pairing system to select a first pairing between one or more tasks awaiting assignment and one or more agents available for assignment, the first pairing to be selected according to a first pairing strategy;
• determine a timeout window to wait for the external pairing system to provide a response that identifies the first pairing;
• detect an expiration of the timeout window without receiving the response;
• in response to detecting the expiration of the timeout window, select a second pairing between the one or more tasks and the one or more agents, the second pairing being selected according to a second pairing strategy.

An article of manufacture for error handling 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 request for the external pairing system to select a first pairing between one or more tasks awaiting assignment and one or more agents available for assignment, the first pairing to be selected according to a first pairing strategy;
• determine a timeout window to wait for the external pairing system to provide a response that identifies the first pairing;
• detect an expiration of the timeout window without receiving the response;
• in response to detecting the expiration of the timeout window, select a second pairing between the one or more tasks and the one or more agents, the second pairing being selected according to a second pairing strategy.