Techniques for behavioral pairing model evaluation in a contact center system
First Claim
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1. A method for pairing model evaluation in a contact center system comprising:
- determining, by at least one computer processor communicatively coupled to and configured to perform pairing model evaluation operations in the contact center system, an ordering of a plurality of agents;
determining, by the at least one computer processor, an ordering of a first plurality of contact types;
analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a first pairing model;
determining, by the at least one computer processor, a first expected performance of the first pairing model in the contact center system;
constructing, by the at least one computer processor, a second pairing model based at least on a second ordering of a second plurality of contact types different from the first plurality of contact types;
determining, by the at least one computer processor, a second expected performance of the second pairing model in the contact center system;
evaluating, by the at least one computer processor, the second expected performance of the second pairing model and the first expected performance of the first pairing model;
selecting, by the at least one computer processor, one of at least the first pairing model and the second pairing model based on the evaluation of the first expected performance and the second expected performance; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a connection between an agent of the plurality of agents and a contact of one of the first plurality of contact types and the second plurality of contact types.
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Abstract
Techniques for behavioral pairing model evaluation in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing model evaluation in a contact center system comprising determining an ordering of a plurality of agents, determining an ordering of a plurality of contact types; analyzing, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; and determining an expected performance of the contact center system using the pairing model.
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Citations
21 Claims
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1. A method for pairing model evaluation in a contact center system comprising:
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determining, by at least one computer processor communicatively coupled to and configured to perform pairing model evaluation operations in the contact center system, an ordering of a plurality of agents; determining, by the at least one computer processor, an ordering of a first plurality of contact types; analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a first pairing model; determining, by the at least one computer processor, a first expected performance of the first pairing model in the contact center system; constructing, by the at least one computer processor, a second pairing model based at least on a second ordering of a second plurality of contact types different from the first plurality of contact types; determining, by the at least one computer processor, a second expected performance of the second pairing model in the contact center system; evaluating, by the at least one computer processor, the second expected performance of the second pairing model and the first expected performance of the first pairing model; selecting, by the at least one computer processor, one of at least the first pairing model and the second pairing model based on the evaluation of the first expected performance and the second expected performance; and establishing, by the at least one computer processor, in a switch module of the contact center system, a connection between an agent of the plurality of agents and a contact of one of the first plurality of contact types and the second plurality of contact types. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for pairing model evaluation in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to perform pairing model evaluation operations in the contact center system, wherein the at least one computer processor is further configured to; determine an ordering of a plurality of agents; determine an ordering of a first plurality of contact types; analyze historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a first pairing model; determine a first expected performance of the first pairing model in the contact center system; construct a second pairing model based at least on a second ordering of a second plurality of contact types different from the first plurality of contact types; determine a second expected performance of the second pairing model in the contact center system; evaluate the second expected performance of the second pairing model and the first expected performance of the first pairing model; select one of at least the first pairing model and the second pairing model based on the evaluation of the first expected performance and the second expected performance; and establish, in a switch module of the contact center system, a connection between an agent of the plurality of agents and a contact of one of the first plurality of contact types and the second plurality of contact types. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. An article of manufacture for pairing model evaluation in a contact center system comprising:
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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 pairing model evaluation operations in the contact center system and thereby cause the at least one computer processor to further operate so as to; determine an ordering of a plurality of agents; determine an ordering of a first plurality of contact types; analyze historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a first pairing model; determine a first expected performance of the first pairing model in the contact center system; construct a second pairing model based at least on a second ordering of a second plurality of contact types different from the first plurality of contact types; determine a second expected performance of the second pairing model in the contact center system; evaluate the second expected performance of the second pairing model and the first expected performance of the first pairing model; select one of at least the first pairing model and the second pairing model based on the evaluation of the first expected performance and the second expected performance; and establish, in a switch module of the contact center system, a connection between an agent of the plurality of agents and a contact of one of the first plurality of contact types and the second plurality of contact types. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification