Techniques for behavioral pairing model evaluation in a contact center system
First Claim
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1. A method for behavioral pairing model evaluation 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 a plurality of agents;
determining, by the at least one computer processor, an ordering of a plurality of contact types;
analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model;
selecting, according to the pairing model, by the at least one computer processor, at least one agent-contact type pairing for connection in the contact center system to optimize performance of the contact center system attributable to the pairing model;
determining, by the at least one computer processor, an expected performance of the contact center system using the pairing model;
determining, by the at least one computer processor, new contact-agent outcome data;
updating, by the at least one computer processor, the pairing model based on the new contact-agent outcome data;
selecting, according to the updated pairing model, by the at least one computer processor, at least one agent-contact type pairing for connection in the contact center system to further optimize performance of the contact center system attributable to the updated pairing model; and
determining, by the at least one computer processor, an updated expected performance of the contact center system using the updated pairing model.
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Abstract
Techniques for behavioral pairing model evaluation in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing model evaluation in a contact center system comprising determining an ordering of a plurality of agents, determining an ordering of a plurality of contact types; analyzing, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; and determining an expected performance of the contact center system using the pairing model.
230 Citations
18 Claims
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1. A method for behavioral pairing model evaluation 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 a plurality of agents; determining, by the at least one computer processor, an ordering of a plurality of contact types; analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; selecting, according to the pairing model, by the at least one computer processor, at least one agent-contact type pairing for connection in the contact center system to optimize performance of the contact center system attributable to the pairing model; determining, by the at least one computer processor, an expected performance of the contact center system using the pairing model; determining, by the at least one computer processor, new contact-agent outcome data; updating, by the at least one computer processor, the pairing model based on the new contact-agent outcome data; selecting, according to the updated pairing model, by the at least one computer processor, at least one agent-contact type pairing for connection in the contact center system to further optimize performance of the contact center system attributable to the updated pairing model; and determining, by the at least one computer processor, an updated expected performance of the contact center system using the updated pairing model. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for behavioral pairing model evaluation 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 ordering of a plurality of agents; determine an ordering of a plurality of contact types; analyze historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; select, according to the pairing model, at least one agent-contact type pairing for connection in the contact center system to optimize performance of the contact center system attributable to the pairing model; determine an expected performance of the contact center system using the pairing model; determine new contact-agent outcome data; update the pairing model based on the new contact-agent outcome data; select, according to the updated pairing model, at least one agent-contact type pairing for connection in the contact center system to further optimize performance of the contact center system attributable to the updated pairing model; and determine an updated expected performance of the contact center system using the updated pairing model. - View Dependent Claims (8, 9, 10, 11, 12)
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13. An article of manufacture for behavioral pairing model evaluation 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 ordering of a plurality of agents; determine an ordering of a plurality of contact types; analyze historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; select, according to the pairing model, at least one agent-contact type pairing for connection in the contact center system to optimize performance of the contact center system attributable to the pairing model; determine an expected performance of the contact center system using the pairing model; determine new contact-agent outcome data; update the pairing model based on the new contact-agent outcome data; select, according to the updated pairing model, at least one agent-contact type pairing for connection in the contact center system to further optimize performance of the contact center system attributable to the updated pairing model; and determine an updated expected performance of the contact center system using the updated pairing model. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification