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Techniques for behavioral pairing in a contact center system

  • US 10,051,124 B1
  • Filed: 01/19/2016
  • Issued: 08/14/2018
  • Est. Priority Date: 01/28/2008
  • Status: Active Grant
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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