# US 2022/0286557 A1 · Techniques for benchmarking pairing strategies in a contact center system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2022/0286557 A1 - Document ID: US20220286557A1 - Status: Published application - Kind: A1 - Application number: 17/749,616 - Filed: 2022-05-20 - Published: 2022-09-08 - Earliest claimed: 2008-01-28 - Assignees: Afiniti, Ltd. - Applicants: Afiniti, Ltd. - Inventors: Zia CHISHTI - Web page: https://patentgrep.com/patent/US20220286557A1 ## CPC - H04M 3/5232: {Call distribution algorithms} - H04M 3/5141: {Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56)} - H04M 3/5233: {Operator skill based call distribution} - H04M 3/5235: {Dependent on call type or called number [DNIS]} - H04M 2201/18: Comparators - H04M 2201/36: Memories - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract There are provided a method, a system configured to perform the method, and a computer program product comprising instructions which when executed by processing circuitry of the system cause the system to perform the method. The method comprises determining, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a plurality of available contacts, wherein each of the plurality of available contacts is available for pairing to an agent of a plurality of agents using either a first pairing strategy or a second pairing strategy, wherein the first pairing strategy is different from the second pairing strategy. The method further comprises determining, by the at least one computer processor, that a first agent of the plurality of agents is available for pairing, and after determining that the first agent is available for pairing, selecting, by the at least one computer processor, the first pairing strategy or the second pairing strategy for pairing the first agent to one of the first plurality of contacts based on a time the first agent became available for pairing. The method further comprises selecting, by the at least one computer processor, a first contact of the plurality of contacts using the selected pairing strategy, wherein the first contact was not assigned to either the first pairing strategy or the second pairing strategy prior to the first agent becoming available, and pairing, in a switch of the contact center system, the first contact to the first agent. ## Claims ### Claim 1 A method comprising: during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first contact with a first pairing strategy based on an arrival time of the first contact; during a second period of time later than the first period of time, pairing the first contact with an agent using the first pairing strategy; during the second period of time, by said at least one computer processor, associating a second contact with a second pairing strategy based on an arrival time of the second contact; during a third period of time later than the second period of time, pairing the second contact with the agent using the second pairing strategy; during the third period of time, associating, by said at least one computer processor, a third contact with the first pairing strategy based on an arrival time of the third contact; during a fourth period of time later than the third period of time, pairing the third contact with the agent using the first pairing strategy; during the fourth period of time, associating, by said at least one computer processor, a fourth contact with the second pairing strategy based on an arrival time of the fourth contact; and during a fifth period of time later than the fourth period of time, pairing the fourth contact with the agent using the second pairing strategy. ### Claim 2 (depends on 1) The method of claim 1, further comprising: determining, by the at least one computer processor, a first performance measurement of the first pairing strategy based on an outcome of the pairing of the first contact and the agent and an outcome of the pairing of the third contact and the agent; determining, by the at least one computer processor, a second performance measurement of the second pairing strategy based on an outcome of the pairing of the second contact and the agent and an outcome of the pairing of the fourth contact and the agent; and outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements. ### Claim 3 (depends on 1) The method of claim 1, wherein at least one of the first pairing strategy and the second pairing strategy is a behavioral pairing strategy. ### Claim 4 (depends on 1) The method of claim 1, wherein each of the first period of time, the second period of time, the third period of time, the fourth period of time, and the fifth period of time is less than one hour. ### Claim 5 (depends on 1) The method of claim 1, wherein the first period of time is longer than the second period of time, and wherein the third period of time is longer than the fourth period of time. ### Claim 6 (depends on 1) The method of claim 1, wherein the first period of time is shorter than the second period of time, and wherein the third period of time is shorter than the fourth period of time. ### Claim 7 (depends on 1) The method of claim 1, wherein the first period of time is the same length as the third period of time, and wherein the second period of time is the same length as the fourth period of time. ### Claim 8 A system, the system comprising: memory; and processing circuitry coupled to the memory, wherein the system is configured to: during a first period of time, associate a first contact with a first pairing strategy based on an arrival time of the first contact; during a second period of time later than the first period of time, pair the first contact with an agent using the first pairing strategy; during the second period of time, associate a second contact with a second pairing strategy based on an arrival time of the second contact; during a third period of time later than the second period of time, pair the second contact with the agent using the second pairing strategy; during the third period of time, associate a third contact with the first pairing strategy based on an arrival time of the third contact; during a fourth period of time later than the third period of time, pair the third contact with the agent using the first pairing strategy; during the fourth period of time, associate a fourth contact with the second pairing strategy based on an arrival time of the fourth contact; and during a fifth period of time later than the fourth period of time, pair the fourth contact with the agent using the second pairing strategy. ### Claim 9 (depends on 8) The system of claim 8, wherein the system is configured to: determine a first performance measurement of the first pairing strategy based on an outcome of the pairing of the first contact and the agent and an outcome of the pairing of the third contact and the agent; determine a second performance measurement of the second pairing strategy based on an outcome of the pairing of the second contact and the agent and an outcome of the pairing of the fourth contact and the agent; and output data that enables a comparison of the first and second performance measurements. ### Claim 10 (depends on 8) The system of claim 8, wherein at least one of the first pairing strategy and the second pairing strategy is a behavioral pairing strategy. ### Claim 11 (depends on 8) The system of claim 8, wherein each of the first period of time, the second period of time, the third period of time, the fourth period of time, and the fifth period of time is less than one hour. ### Claim 12 (depends on 8) The system of claim 8, wherein the first period of time is longer than the second period of time, and wherein the third period of time is longer than the fourth period of time. ### Claim 13 (depends on 8) The system of claim 8, wherein the first period of time is shorter than the second period of time, and wherein the third period of time is shorter than the fourth period of time. ### Claim 14 (depends on 8) The system of claim 8, wherein the first period of time is the same length as the third period of time, and wherein the second period of time is the same length as the fourth period of time. ### Claim 15 A computer program product comprising a non-transitory computer readable medium storing instructions which when executed by processing circuitry of a system cause the system to: during a first period of time, associate a first contact with a first pairing strategy based on an arrival time of the first contact; during a second period of time later than the first period of time, pair the first contact with an agent using the first pairing strategy; during the second period of time, associate a second contact with a second pairing strategy based on an arrival time of the second contact; during a third period of time later than the second period of time, pair the second contact with the agent using the second pairing strategy; during the third period of time, associate a third contact with the first pairing strategy based on an arrival time of the third contact; during a fourth period of time later than the third period of time, pair the third contact with the agent using the first pairing strategy; during the fourth period of time, associate a fourth contact with the second pairing strategy based on an arrival time of the fourth contact; and during a fifth period of time later than the fourth period of time, pair the fourth contact with the agent using the second pairing strategy. ### Claim 16 (depends on 15) The computer program product of claim 15, wherein the instructions when executed by the processing circuitry of the system cause the system to: determine a first performance measurement of the first pairing strategy based on an outcome of the pairing of the first contact and the agent and an outcome of the pairing of the third contact and the agent; determine a second performance measurement of the second pairing strategy based on an outcome of the pairing of the second contact and the agent and an outcome of the pairing of the fourth contact and the agent; and output data that enables a comparison of the first and second performance measurements. ### Claim 17 (depends on 15) The computer program product of claim 15, wherein at least one of the first pairing strategy and the second pairing strategy is a behavioral pairing strategy. ### Claim 18 (depends on 15) The computer program product of claim 15, wherein each of the first period of time, the second period of time, the third period of time, the fourth period of time, and the fifth period of time is less than one hour. ### Claim 19 (depends on 15) The computer program product of claim 15, wherein the first period of time is longer than the second period of time, and wherein the third period of time is longer than the fourth period of time. ### Claim 20 (depends on 15) The computer program product of claim 15, wherein the first period of time is shorter than the second period of time, and wherein the third period of time is shorter than the fourth period of time. ### Claim 21 (depends on 15) The computer program product of claim 15, wherein the first period of time is the same length as the third period of time, and wherein the second period of time is the same length as the fourth period of time.