Techniques for behavioral pairing in a contact center system
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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Abstract
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing 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 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.
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Citations
20 Claims
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1. A method for pairing in a contact center system comprising:
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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, and wherein a balanced agent utilization is realized in the contact center system by the selecting based on the comparing. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 20)
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14. A system for pairing in a contact center system comprising:
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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; order, 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; compare 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; select, according to a pairing strategy, 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 output 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, and wherein a balanced agent utilization is realized in the contact center system by the selecting based on the comparing. - View Dependent Claims (15, 16)
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17. An article of manufacture for pairing in a contact center system comprising:
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a non-transitory computer 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 operate in the contact center system and thereby cause the at least one computer processor to operate so as to; order, 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; order one or more agents in the contact center system; compare 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; select, according to a pairing strategy, 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 output 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, and wherein a balanced agent utilization is realized in the contact center system by the selecting based on the comparing. - View Dependent Claims (18, 19)
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Specification