Techniques for benchmarking pairing strategies in a contact center system
AssigneeAfiniti Europe Technologies Limited
InventorZia Chishti
Life of this patent
Estimating the term…
Abstract
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for techniques for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies.
Claims36
A method for benchmarking pairing strategies in a contact center system comprising:
- cycling, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, among at least two pairing strategies;
- determining, by the at least one computer processor, a prior pairing of a first contact;
- selecting, by the at least one computer processor, a first pairing strategy of the at least two pairing strategies based on the prior pairing;
- pairing, by the at least one computer processor, the first contact to a first agent using the first pairing strategy;
- determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies;
- and
- outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system may be realized using the first pairing strategy instead of another of the at least two pairing strategies.
A system for benchmarking pairing strategies in a contact center system comprising:
- at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
- cycle among at least two pairing strategies;
- determine a prior pairing of a first contact;
- select a first pairing strategy of the at least two pairing strategies based on the prior pairing;
- pair the first contact to a first agent using the first pairing strategy;
- determine a difference in performance between the at least two pairing strategies;
- and
- output the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system may be realized using the first pairing strategy instead of another of the at least two pairing strategies.
An article of manufacture for benchmarking pairing strategies in a contact center system comprising:
- a non-transitory computer 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 contact center system and thereby cause the at least one computer processor to operate so as to:
- cycle among at least two pairing strategies;
- determine a prior pairing of a first contact;
- select a first pairing strategy of the at least two pairing strategies based on the prior pairing;
- pair the first contact to a first agent using the first pairing strategy;
- determine a difference in performance between the at least two pairing strategies;
- and
- output the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system may be realized using the first pairing strategy instead of another of the at least two pairing strategies.
Dependencies are inferred from the claim text.