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Techniques for behavioral pairing in a contact center system

  • US 9,871,924 B1
  • Filed: 01/19/2016
  • Issued: 01/16/2018
  • Est. Priority Date: 01/28/2008
  • Status: Active Grant
First Claim
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1. A method for pairing in a contact center system comprising:

  • ordering, in the contact center system, at least one contact and a plurality of agents, or a plurality of contacts and at least one agent, according to a computer processor-generated model based on information about the at least one contact and the plurality of agents or the plurality of contacts and the at least one agent;

    comparing, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, 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;

    selecting, according to a pairing strategy, by the at least one computer processor, the first pair or the second pair for connection in the contact center system based on the comparing to optimize performance of the contact center system attributable to the pairing strategy; and

    outputting, by the at least one computer processor, the selection of the first pair or the second pair for connection in the contact center system,wherein the first contact and the second contact are different or the first agent and the second agent are different, andwherein a balanced agent utilization is realized in the contact center system by the selecting based on the comparing.

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