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Techniques for behavioral pairing in a contact center system

  • US 9,300,802 B1
  • Filed: 09/30/2015
  • Issued: 03/29/2016
  • Est. Priority Date: 01/28/2008
  • Status: Active Grant
First Claim
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1. A method for pairing in a contact center comprising:

  • ordering one or more contacts;

    ordering one or more agents;

    comparing, by at least one processor, a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair; and

    selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing,wherein the first contact and the second contact are different or the first agent and the second agent are different, andwherein a higher-ordered agent or a higher-ordered contact remains available for subsequent assignment.

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