Techniques for benchmarking pairing strategies in a contact center system
First Claim
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1. A method for benchmarking 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 identifier for each contact of a plurality of contacts;
for each contact, selecting, by the at least one computer processor, one of a first pairing strategy or a second pairing strategy based on the identifier, wherein the selecting comprises mapping, by the at least one computer processor, the identifier to the first pairing strategy according to a first predetermined frequency or the second pairing strategy according to a second predetermined frequency;
pairing, by the at least one computer processor, each contact to an agent for connection in the contact center system using the selected one of the first or second pairing strategy;
determining, by the at least one computer processor, a difference in performance between the first pairing strategy selected for pairing a first subset of the plurality of contacts and the second pairing strategy selected for pairing a second subset of the plurality of contacts, wherein the difference in performance provides an indication that pairing contacts and agents using the first pairing strategy results in a performance gain for the contact center system attributable to the first pairing strategy; and
outputting, by the at least one computer processor, the difference in performance between the first and second pairing strategies for benchmarking the first and second pairing strategies.
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Abstract
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for techniques for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies.
230 Citations
23 Claims
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1. A method for benchmarking 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 identifier for each contact of a plurality of contacts; for each contact, selecting, by the at least one computer processor, one of a first pairing strategy or a second pairing strategy based on the identifier, wherein the selecting comprises mapping, by the at least one computer processor, the identifier to the first pairing strategy according to a first predetermined frequency or the second pairing strategy according to a second predetermined frequency; pairing, by the at least one computer processor, each contact to an agent for connection in the contact center system using the selected one of the first or second pairing strategy; determining, by the at least one computer processor, a difference in performance between the first pairing strategy selected for pairing a first subset of the plurality of contacts and the second pairing strategy selected for pairing a second subset of the plurality of contacts, wherein the difference in performance provides an indication that pairing contacts and agents using the first pairing strategy results in a performance gain for the contact center system attributable to the first pairing strategy; and outputting, by the at least one computer processor, the difference in performance between the first and second pairing strategies for benchmarking the first and second pairing strategies. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for benchmarking 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 configured to; determine an identifier for each contact of a plurality of contacts; for each contact, select one of a first pairing strategy or a second pairing strategy based on the identifier, wherein the selecting comprises mapping the identifier to the first pairing strategy according to a first predetermined frequency or the second pairing strategy according to a second predetermined frequency; pair each contact to an agent for connection in the contact center system using the selected one of the first or second pairing strategy; determine a difference in performance between the first pairing strategy selected for pairing a first subset of the plurality of contacts and the second pairing strategy selected for pairing a second subset of the plurality of contacts, wherein the difference in performance provides an indication that pairing contacts and agents using the first pairing strategy results in a performance gain for the contact center system attributable to the first pairing strategy; and output the difference in performance between the first and second pairing strategies for benchmarking the first and second pairing strategies. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. An article of manufacture for benchmarking in a contact center system in a contact center system comprising:
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a non-transitory 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; determine an identifier for each contact of a plurality of contacts; for each contact, select one of a first pairing strategy or a second pairing strategy based on the identifier, wherein the selecting comprises mapping the identifier to the first pairing strategy according to a first predetermined frequency or the second pairing strategy according to a second predetermined frequency; pair each contact to an agent for connection in the contact center system using the selected one of the first or second pairing strategy; determine a difference in performance between the first pairing strategy selected for pairing a first subset of the plurality of contacts and the second pairing strategy selected for pairing a second subset of the plurality of contacts, wherein the difference in performance provides an indication that pairing contacts and agents using the first pairing strategy results in a performance gain for the contact center system attributable to the first pairing strategy; and output the difference in performance between the first and second pairing strategies for benchmarking the first and second pairing strategies. - View Dependent Claims (18, 19, 20, 21, 22, 23)
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Specification