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Techniques for L3 pairing in a contact center system

  • US 10,320,984 B2
  • Filed: 12/30/2016
  • Issued: 06/11/2019
  • Est. Priority Date: 12/30/2016
  • Status: Active Grant
First Claim
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1. A method for L3 pairing in a contact center system comprising:

  • identifying, by at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system, a first contact;

    identifying, by the at least one computer processor, a first agent available for assignment to the first contact;

    comparing, by a computer-based pairing strategy operating on the at least one computer processor, information about the first contact with information about the first agent;

    postponing, by the at least one computer processor, by a first period of delay, assignment of the first agent and assignment of the first contact based on the comparison, wherein a second agent becomes available during the first period of delay, thereby increasing an amount of choice available to the computer-based pairing strategy;

    selecting, by the computer-based pairing strategy operating on the at least one computer processor, for assignment to the first contact, the second agent that became available during the first period of delay, wherein the second agent is ranked lower than the first agent; and

    establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the second agent based upon the selection to optimize performance of the contact center system.

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