Techniques for behavioral pairing in a contact center system
First Claim
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1. A method for pairing in a contact center system comprising:
- ordering, in the contact center system, a plurality of contacts within a skill queue for a first skill according to a computer processor-generated model based on information about a plurality of contact types corresponding to the plurality of contacts, wherein each of the plurality of contacts is waiting for connection in the contact center system to one of a plurality of agents having the first skill;
selecting, according to a pairing strategy, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first contact of the plurality of contacts for connection in the contact center system to a first agent of the plurality of agents having the first skill to optimize performance of the contact center system attributable to the ordering and the pairing strategy;
outputting, by the at least one computer processor, the selection of the first contact for connection to the first agent in the contact center system; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the first agent according to the output selection;
wherein the first contact selected using the pairing strategy is not any of;
a contact at a head of a queue in the contact center system,a longest-waiting contact,a highest-priority contact, anda randomly selected contact;
wherein a first absolute difference in ordering between the first contact and the first agent is the smallest absolute difference in ordering among absolute differences in orderings between the first contact and each of the plurality of agents.
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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.
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Citations
17 Claims
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1. A method for pairing in a contact center system comprising:
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ordering, in the contact center system, a plurality of contacts within a skill queue for a first skill according to a computer processor-generated model based on information about a plurality of contact types corresponding to the plurality of contacts, wherein each of the plurality of contacts is waiting for connection in the contact center system to one of a plurality of agents having the first skill; selecting, according to a pairing strategy, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first contact of the plurality of contacts for connection in the contact center system to a first agent of the plurality of agents having the first skill to optimize performance of the contact center system attributable to the ordering and the pairing strategy; outputting, by the at least one computer processor, the selection of the first contact for connection to the first agent in the contact center system; and establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the first agent according to the output selection; wherein the first contact selected using the pairing strategy is not any of; a contact at a head of a queue in the contact center system, a longest-waiting contact, a highest-priority contact, and a randomly selected contact; wherein a first absolute difference in ordering between the first contact and the first agent is the smallest absolute difference in ordering among absolute differences in orderings between the first contact and each of the plurality of agents. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for pairing in a contact center system comprising:
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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 configured to; order, in the contact center system, a plurality of contacts within a skill queue for a first skill according to a computer processor-generated model based on information about a plurality of contact types corresponding to the plurality of contacts, wherein each of the plurality of contacts is waiting for connection in the contact center system to one of a plurality of agents having the first skill; select, according to a pairing strategy, a first contact of the plurality of contacts for connection in the contact center system to a first agent of the plurality of agents having the first skill to optimize performance of the contact center system attributable to the ordering and the pairing strategy; output the selection of the first contact for connection to the first agent in the contact center system; and establish, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the first agent according to the output selection; wherein the first contact selected using the pairing strategy is not any of; a contact at a head of a queue in the contact center system, a longest-waiting contact, a highest-priority contact, and a randomly selected contact; wherein a first absolute difference in ordering between the first contact and the first agent is the smallest absolute difference in ordering among absolute differences in orderings between the first contact and each of the plurality of agents. - View Dependent Claims (8, 9, 10, 11, 12)
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13. An article of manufacture for pairing in a contact center system comprising:
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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; order, in the contact center system, a plurality of contacts within a skill queue for a first skill according to a computer processor-generated model based on information about a plurality of contact types corresponding to the plurality of contacts, wherein each of the plurality of contacts is waiting for connection in the contact center system to one of a plurality of agents having the first skill; select, according to a pairing strategy, a first contact of the plurality of contacts for connection in the contact center system to a first agent of the plurality of agents having the first skill to optimize performance of the contact center system attributable to the ordering and the pairing strategy; output the selection of the first contact for connection to the first agent in the contact center system; and establish, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the first agent according to the output selection; wherein the first contact selected using the pairing strategy is not any of; a contact at a head of a queue in the contact center system, a longest-waiting contact, a highest-priority contact, and a randomly selected contact; wherein a first absolute difference in ordering between the first contact and the first agent is the smallest absolute difference in ordering among absolute differences in orderings between the first contact and each of the plurality of agents. - View Dependent Claims (14, 15, 16, 17)
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Specification