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Techniques for hybrid behavioral pairing in a contact center system

  • US 10,320,985 B2
  • Filed: 08/25/2017
  • Issued: 06/11/2019
  • Est. Priority Date: 01/28/2008
  • Status: Active Grant
First Claim
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1. A method for hybrid 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 first ordering of a plurality of agents according to a behavioral pairing strategy with a balanced agent utilization;

    determining, by the at least one computer processor, a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent utilization;

    determining, by the at least one computer processor, a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed agent utilization between the balanced agent utilization and the unbalanced agent utilization;

    outputting, by the at least one computer processor, a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system; and

    establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the contact and the agent based upon the output hybrid behavioral pairing model.

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