Techniques for behavioral pairing in a contact center system

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.

Description

CROSS-REFERENCE TO RELATED APPLICATIONS[0001]This application is a continuation-in-part of U.S. patent application Ser. No. 12 / 021,251, filed Jan. 28, 2008, and is a continuation-in-part of U.S. patent application Ser. No. 14 / 530,058, filed Oct. 31, 2014, which is a continuation of U.S. patent application Ser. No. 13 / 843,724, filed Mar. 15, 2013, now U.S. Pat. No. 8,879,715, issued Nov. 4, 2014, which claims priority to U.S. Provisional Patent Application No. 61 / 615,788, filed Mar. 26, 2012, U.S. Provisional Patent Application No. 61 / 615,779, filed Mar. 26, 2012, and U.S. Provisional Patent Application No. 61 / 615,772, filed Mar. 26, 2012, each of which is hereby incorporated by reference in its entirety as if fully set forth herein.FIELD OF THE DISCLOSURE[0002]This disclosure generally relates to contact centers and, more particularly, to techniques for behavioral pairing in a contact center system.BACKGROUND OF THE DISCLOSURE[0003]A typical contact center algorithmically assigns co...

AI Technical Summary

Benefits of technology

The patent text describes a method and system for pairing contacts and agents in a contact center system. The techniques involve comparing the orderings of contacts and agents, and selecting the pair based on their orderings. The system can also prioritize agents and contacts based on their performance metrics. The "technical effects" of this patent include improved efficiency and balanced agent utilization. The patent also describes a computer program and computer system for implementing the method.

Problems solved by technology

Consequently, higher-performing agents may receive noticeably more contacts and feel overworked, while lower-performing agents may receive fewer contacts and idle longer, potentially reducing their opportunities for training and improvement as well as potentially reducing their compensation.

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