Techniques for hybrid behavioral pairing in a contact center system
First Claim
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 operate in the contact center system, an ordering of an available agent of a plurality of agents in the contact center system;
ordering, by the at least one computer processor, a plurality of contacts;
adjusting, by the at least one computer processor, the ordering of the plurality of contacts to bias a first strategy for pairing with a balanced contact utilization toward a second strategy for pairing with a skewed contact utilization, wherein an extent of the adjusting is based at least in part on a hybridization function;
comparing, by the at least one computer processor and after the adjusting, a first difference in ordering between the available agent and a first contact of the plurality of contacts as adjusted in a first pair with a second difference in ordering between the available agent and a second contact of the plurality of contacts as adjusted different from the first contact in a second pair;
selecting, by the at least one computer processor, one of the first pair and the second pair for connection based at least in part upon the comparing; and
outputting, by the at least one computer processor, the selection of one of the first pair and the second pair, wherein the selected one of the first pair and the second pair is connected in the contact center system based at least in part upon the outputting.
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Abstract
Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering an agent; ordering a plurality of contacts; applying, by at least one processor, a hybridization function to the ordering of the plurality of contacts to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the agent and a first contact in a first pair with a second difference in ordering between the agent and a second contact different from the first contact 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.
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Citations
20 Claims
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1. A method for hybrid behavioral pairing in a contact center system comprising:
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determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, an ordering of an available agent of a plurality of agents in the contact center system; ordering, by the at least one computer processor, a plurality of contacts; adjusting, by the at least one computer processor, the ordering of the plurality of contacts to bias a first strategy for pairing with a balanced contact utilization toward a second strategy for pairing with a skewed contact utilization, wherein an extent of the adjusting is based at least in part on a hybridization function; comparing, by the at least one computer processor and after the adjusting, a first difference in ordering between the available agent and a first contact of the plurality of contacts as adjusted in a first pair with a second difference in ordering between the available agent and a second contact of the plurality of contacts as adjusted different from the first contact in a second pair; selecting, by the at least one computer processor, one of the first pair and the second pair for connection based at least in part upon the comparing; and outputting, by the at least one computer processor, the selection of one of the first pair and the second pair, wherein the selected one of the first pair and the second pair is connected in the contact center system based at least in part upon the outputting. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method for hybrid behavioral pairing in a contact center system comprising:
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determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, an ordering of an available agent of a plurality of agents in the contact center system; determining, by the at least one computer processor, a first ordering of a plurality of contacts according to a first strategy for pairing with a balanced contact utilization; determining, by the at least one computer processor, a second ordering of the plurality of contacts according to a second strategy for pairing with a skewed contact utilization; adjusting, by the at least one computer processor, the first ordering according to the second ordering, wherein an extent of the adjusting is based at least in part on a hybridization function; comparing, by the at least one computer processor and after the adjusting, a first difference in ordering between the available agent and a first contact of the plurality of contacts as adjusted in a first pair with a second difference in ordering between the available agent and a second contact of the plurality of contacts as adjusted different from the first contact in a second pair; selecting, by the at least one computer processor, one of the first pair and the second pair for connection based at least in part upon the comparing; and outputting, by the at least one computer processor, the selection of one of the first pair and the second pair, wherein the selected one of the first pair and the second pair is connected in the contact center system based at least in part upon the outputting.
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18. A system for hybrid behavioral pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to; determine an ordering of an available agent of a plurality of agents in the contact center system; order a plurality of contacts; adjust the ordering of the plurality of contacts to bias a first strategy for pairing with a balanced contact utilization toward a second strategy for pairing with a skewed contact utilization, wherein an extent of the adjusting is based at least in part on a hybridization function; compare, after the adjusting, a first difference in ordering between the available agent and a first contact of the plurality of contacts as adjusted in a first pair with a second difference in ordering between the available agent and a second contact of the plurality of contacts as adjusted different from the first contact in a second pair; select one of the first pair and the second pair for connection based at least in part upon the comparing; and output the selection of one of the first pair and the second pair, wherein the selected one of the first pair and the second pair is connected in the contact center system based at least in part upon the outputting. - View Dependent Claims (19, 20)
Specification