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Matching using agent/caller sensitivity to performance

  • US 10,244,117 B2
  • Filed: 05/23/2018
  • Issued: 03/26/2019
  • Est. Priority Date: 09/24/2012
  • Status: Active Grant
First Claim
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1. A method for pairing in a contact center system comprising:

  • pairing, by at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system, a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and

    establishing, by a routing engine of the contact center system, a communications channel between the first contact and the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system by taking into account the first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact.

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