Techniques for behavioral pairing in a contact center system
First Claim
1. A method for behavioral pairing in a contact center system comprising:
- determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of contacts available for connection to an agent;
determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts;
selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow model; and
outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
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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 behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
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Citations
15 Claims
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1. A method for behavioral pairing in a contact center system comprising:
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determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system. - View Dependent Claims (2, 3, 4, 5)
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6. A system for behavioral pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, wherein the at least one computer processor is further configured to; determine a plurality of contacts available for connection to an agent; determine a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; and select one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow model; and output the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system. - View Dependent Claims (7, 8, 9, 10)
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11. An article of manufacture for behavioral pairing in a contact center system comprising:
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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 perform behavioral pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to; determine a plurality of contacts available for connection to an agent; determine a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; select one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow model; and output the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system. - View Dependent Claims (12, 13, 14, 15)
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Specification