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Techniques for behavioral pairing in a contact center system

  • US 9,942,405 B1
  • Filed: 08/30/2017
  • Issued: 04/10/2018
  • Est. Priority Date: 04/28/2017
  • Status: Active Grant
First Claim
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1. A method for 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, a plurality of contacts available for connection to an agent;

    determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts;

    selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model to apply an amount of agent utilization skew and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow model; and

    outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

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