×

Techniques for benchmarking pairing strategies in a contact center system

  • US 10,298,762 B2
  • Filed: 08/30/2017
  • Issued: 05/21/2019
  • Est. Priority Date: 01/28/2008
  • Status: Active Grant
First Claim
Patent Images

1. A method for benchmarking pairing strategies in a contact center system comprising:

  • determining, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, for each contact of a plurality of contacts, an associated plurality of historical contact assignments, wherein each of the associated plurality of historical contact assignments is based upon a connection, previously established by a switch of the contact center system, between an associated one of the plurality of contacts and a respective agent based upon a pairing strategy;

    determining, by the at least one computer processor, for each contact, an associated outcome value;

    partitioning, by the at least one computer processor, for each contact, the associated plurality of historical contact assignments into a first associated subset assigned using a first pairing strategy and a second associated subset assigned using a second pairing strategy;

    determining, by the at least one computer processor, for each contact, a first portion of the associated outcome value attributable to the first associated subset and a second portion of the associated outcome value attributable to the second associated subset; and

    outputting, by the at least one computer processor, a difference in performance between the first and second pairing strategies according to the first and second associated portions of the associated outcome value for each contact.

View all claims
  • 3 Assignments
Timeline View
Assignment View
    ×
    ×