Techniques for behavioral pairing in a contact center system
AssigneeSatmap International Holdings Limited
InventorZia Chishti
Life of this patent
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Abstract
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.
Claims20
A method for pairing in a contact center comprising:
- ordering one or more contacts;
- ordering one or more agents;
- comparing, by at least one processor, a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair;
- and
- selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing,
- wherein the first contact and the second contact are different or the first agent and the second agent are different, and
- wherein a higher-ordered agent or a higher-ordered contact remains available for subsequent assignment.
A system for pairing in a contact center system comprising:
- at least one processor, wherein the at least one processor is configured to:
- order one or more contacts;
- order one or more agents;
- compare a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair;
- and
- select the first pair or the second pair for connection based on the comparing,
- wherein the first contact and the second contact are different or the first agent and the second agent are different, and
- wherein a higher-ordered agent or a higher-ordered contact remains available for subsequent assignment.
An article of manufacture for pairing in a contact center 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 processor and thereby cause the at least one processor to operate so as to:
- order one or more contacts;
- order one or more agents;
- compare a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair;
- and
- select the first pair or the second pair for connection based on the comparing,
- wherein the first contact and the second contact are different or the first agent and the second agent are different, and
- wherein a higher-ordered agent or a higher-ordered contact remains available for subsequent assignment.
Dependencies are inferred from the claim text.