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Techniques for benchmarking pairing strategies in a contact center system

  • US 10,419,615 B2
  • Filed: 08/28/2018
  • Issued: 09/17/2019
  • Est. Priority Date: 08/30/2016
  • Status: Active Grant
First Claim
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1. A method for benchmarking pairing strategies in a contact center system comprising:

  • determining, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, a first benchmark for a first pairing strategy and a second pairing strategy, wherein the first benchmark is uncorrected for a Yule-Simpson effect;

    determining, by the at least one computer processor, a second benchmark for the first and second pairing strategies, wherein the second benchmark is corrected for the Yule-Simpson effect;

    outputting, by the at least one computer processor, an amount of relative performance difference between the first and second benchmarks attributable to the Yule-Simpson effect, wherein the amount of relative performance difference demonstrates that correcting for the Yule-Simpson effect results in optimized performance of the contact center system;

    wherein the first and second benchmarks are realized by establishing, in a switch of the contact center system, connections between at least one contact and at least one agent based upon the first and second pairing strategies.

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