Techniques for benchmarking pairing strategies in a contact center system
First Claim
Patent Images
1. A method for benchmarking pairing strategies in a contact center system comprising:
- cycling, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, among at least two pairing strategies, wherein the cycling comprises;
determining, by the at least one computer processor, an arrival time of a contact;
selecting, by the at least one computer processor, a first pairing strategy of the at least two pairing strategies based on the arrival time; and
pairing, by the at least one computer processor, the contact to an agent using the first pairing strategy, wherein the pairing comprises establishing, by a switch of the contact center system, a connection between the contact and the agent based upon the first pairing strategy;
determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies; and
outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system is realized using the first pairing strategy of the at least two pairing strategies instead of another of the at least two pairing strategies.
3 Assignments
0 Petitions
Accused Products
Abstract
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for techniques for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies.
249 Citations
14 Claims
-
1. A method for benchmarking pairing strategies in a contact center system comprising:
-
cycling, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, among at least two pairing strategies, wherein the cycling comprises; determining, by the at least one computer processor, an arrival time of a contact; selecting, by the at least one computer processor, a first pairing strategy of the at least two pairing strategies based on the arrival time; and pairing, by the at least one computer processor, the contact to an agent using the first pairing strategy, wherein the pairing comprises establishing, by a switch of the contact center system, a connection between the contact and the agent based upon the first pairing strategy; determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies; and outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system is realized using the first pairing strategy of the at least two pairing strategies instead of another of the at least two pairing strategies. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
-
-
11. A system for benchmarking pairing strategies in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, wherein the at least one computer processor is configured to; cycle among at least two pairing strategies, wherein the cycling comprises; determining, by the at least one computer processor, an arrival time of a contact; selecting, by the at least one computer processor, a first pairing strategy of the at least two pairing strategies based on the arrival time; and pairing, by the at least one computer processor, the contact to an agent using the first pairing strategy, wherein the pairing comprises establishing, by a switch of the contact center system, a connection between the contact and the agent based upon the first pairing strategy; determine a difference in performance between the at least two pairing strategies; and output the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system is realized using the first pairing strategy of the at least two pairing strategies instead of another of the at least two pairing strategies. - View Dependent Claims (12)
-
13. An article of manufacture for benchmarking pairing strategies in a contact center system 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 perform benchmarking operations in the contact center system and thereby cause the at least one processor to operate so as to; cycle among at least two pairing strategies, wherein the cycling comprises; determining, by the at least one computer processor, an arrival time of a contact; selecting, by the at least one computer processor, a first pairing strategy of the at least two pairing strategies based on the arrival time; and pairing, by the at least one computer processor, the contact to an agent using the first pairing strategy, wherein the pairing comprises establishing, by a switch of the contact center system, a connection between the contact and the agent based upon the first pairing strategy; determine a difference in performance between the at least two pairing strategies; and output the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system is realized using the first pairing strategy of the at least two pairing strategies instead of another of the at least two pairing strategies. - View Dependent Claims (14)
-
Specification