×

Techniques for benchmarking pairing strategies in a contact center system

  • US 10,298,763 B2
  • Filed: 11/17/2017
  • 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:

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