Techniques for benchmarking pairing strategies in a task assignment system

• US 10,110,746 B1
• Filed: 11/08/2017
• Issued: 10/23/2018
• Est. Priority Date: 11/08/2017
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Afiniti Europe Technologies Limited (Afiniti Ltd)
• Inventors: Chishti, Zia, Hudson, David Zachary, Davis, Phil, Merchant, Akbar A., Kan, Ittai
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US15/807,227
• Time in Patent Office: 349 Days
• Field of Search: 37926503, 37926506, 37926511-26514
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system comprising determining a first base cohort of a first plurality of historical task assignments for at least two pairing strategies for a first base period, determining a first performance difference between the at least two pairing strategies after a first measurement period based on the first base cohort, and outputting the first performance difference.

Claims

1. A method for benchmarking pairing strategies in a task assignment system of a task assignment center, the method comprising:

determining, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the task assignment system, a first base cohort of a first plurality of historical task assignments for at least two pairing strategies for a first base period;

determining, by the at least one computer processor, a first performance difference between the at least two pairing strategies after a first measurement period based on the first base cohort, wherein the first performance difference is a performance gain attributable to utilizing a first pairing strategy of the at least two pairing strategies to optimize performance of the task assignment system compared to another of the at least two pairing strategies; and

outputting, by the at least one computer processor, the first performance difference for benchmarking at least the first pairing strategy of the at least two pairing strategies with respect to the another of the at least two pairing strategies.

2. The method of claim 1, further comprising:

determining, by the at least one computer processor, a second base cohort of a second plurality of historical task assignments for the at least two pairing strategies for a second base period;

determining, by the at least one computer processor, a second performance difference between the at least two pairing strategies after a second measurement period based on the first and second base cohorts; and

outputting, by the at least one computer processor, the second performance difference.

3. The method of claim 2, wherein the second base period corresponds to the first measurement period of the first base cohort.

4. The method of claim 1, wherein a first customer is associated with both the first base cohort and the second base cohort.

5. The method of claim 2, wherein the task assignment system is a contact center system, and wherein the first plurality of historical task assignments is a first plurality of contacts and the second plurality of historical task assignments is a second plurality of contacts.

6. The method of claim 1, wherein a first pairing strategy of the at least two pairing strategies is a behavioral pairing strategy.

7. The method of claim 1, wherein the task assignment system cycles among the at least two pairing strategies at least once per hour.

8. The method of claim 1, wherein the at least two pairing strategies pair tasks to assignments irrespective of a presence of a corresponding historical task assignment in an earlier cohort.

9. The method of claim 8, further comprising:

generating, by the at least one computer processor, a report of statistically fair task assignment irrespective of the presence of the corresponding historical task assignment in the earlier cohort.

11. The method of claim 1, wherein the task assignment system is a contact center system, and wherein the at least two pairing strategies pair contacts to contact center system agents.

10. A system for benchmarking pairing strategies in a task assignment system of a task assignment center, the system comprising:

at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the task assignment system, wherein the at least one computer processor is further configured to;

determine a first base cohort of a first plurality of historical task assignments for at least two pairing strategies for a first base period;

determine a first performance difference between the at least two pairing strategies after a first measurement period based on the first base cohort, wherein the first performance difference is a performance gain attributable to utilizing a first pairing strategy of the at least two pairing strategies to optimize performance of the task assignment system compared to another of the at least two pairing strategies; and

output the first performance difference for benchmarking at least the first pairing strategy of the at least two pairing strategies with respect to the another of the at least two pairing strategies.

12. The system of claim 10, wherein the at least one computer processor is further configured to:

determine a second base cohort of a second plurality of historical task assignments for the at least two pairing strategies for a second base period;

determine a second performance difference between the at least two pairing strategies after a second measurement period based on the first and second base cohorts; and

output the second performance difference.

13. The system of claim 12, wherein the second base period corresponds to the first measurement period of the first base cohort.

14. The system of claim 10, wherein a first customer is associated with both the first base cohort and the second base cohort.

15. The system of claim 12, wherein the task assignment system is a contact center system, and wherein the first plurality of historical task assignments is a first plurality of contacts and the second plurality of historical task assignments is a second plurality of contacts.

16. The system of claim 10, wherein a first pairing strategy of the at least two pairing strategies is a behavioral pairing strategy.

17. The system of claim 10, wherein the task assignment system cycles among the at least two pairing strategies at least once per hour.

18. The system of claim 10, wherein the at least two pairing strategies pair tasks to assignments irrespective of a presence of a corresponding historical task assignment in an earlier cohort.

19. The system of claim 18, wherein the at least one computer processor is further configured to:

generate a report of statistically fair task assignment irrespective of the presence of the corresponding historical task assignment in the earlier cohort.

20. The system of claim 10, wherein the task assignment system is a contact center system, and wherein the at least two pairing strategies pair contacts to contact center system agents.

21. An article of manufacture for benchmarking pairing strategies in a task assignment system of a task assignment center 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 computer processor communicatively coupled to and configured to operate perform benchmarking operations in the task assignment system and thereby cause the at least one computer processor to operate so as to;

determine a first base cohort of a first plurality of historical task assignments for at least two pairing strategies for a first base period;

determine a first performance difference between the at least two pairing strategies after a first measurement period based on the first base cohort, wherein the first performance difference is a performance gain attributable to utilizing a first pairing strategy of the at least two pairing strategies to optimize performance of the task assignment system compared to another of the at least two pairing strategies; and

output the first performance difference for benchmarking at least the first pairing strategy of the at least two pairing strategies with respect to the another of the at least two pairing strategies.

22. The article of manufacture of claim 21, wherein the at least one computer processor is further caused to operate so as to:

determine a second base cohort of a second plurality of historical task assignments for the at least two pairing strategies for a second base period;

determine a second performance difference between the at least two pairing strategies after a second measurement period based on the first and second base cohorts; and

output the second performance difference.

23. The article of manufacture of claim 22, wherein the second base period corresponds to the first measurement period of the first base cohort.

24. The article of manufacture of claim 21, wherein a first customer is associated with both the first base cohort and the second base cohort.

25. The article of manufacture of claim 22, wherein the task assignment system is a contact center system, and wherein the first plurality of historical task assignments is a first plurality of contacts and the second plurality of historical task assignments is a second plurality of contacts.

26. The article of manufacture of claim 21, wherein a first pairing strategy of the at least two pairing strategies is a behavioral pairing strategy.

27. The article of manufacture of claim 21, wherein the task assignment system cycles among the at least two pairing strategies at least once per hour.

28. The article of manufacture of claim 21, wherein the at least two pairing strategies pair tasks to assignments irrespective of a presence of a corresponding historical task assignment in an earlier cohort.

29. The article of manufacture of claim 28, wherein the at least one computer processor is further caused to operate so as to:

generate a report of statistically fair task assignment irrespective of the presence of the corresponding historical task assignment in the earlier cohort.

30. The article of manufacture of claim 21, wherein the task assignment system is a contact center system, and wherein the at least two pairing strategies pair contacts to contact center system agents.