Techniques for L3 pairing

Abstract

Techniques for L3 pairing are disclosed. In one particular embodiment, the techniques may be implemented as a method for L3 pairing in a contact center system, the method comprising: identifying a plurality of contacts waiting to be assigned; identifying a plurality of agents available for assignment; and selecting at least one of the plurality of agents and at least one of the plurality of contacts for assignment and connection within the contact center system.

Description

[0001] This application is a divisional application of the patent application with the application number 201780005565.0 (PCT / IB2017 / 001748), international filing date of December 18, 2017, and invention title of "Techniques for L3 Pairing", which was filed on July 3, 2018. Technical Field

[0002] The present disclosure generally relates to pairing contacts and agents in a contact center, and more particularly, to techniques for L3 pairing and workforce management in a contact center system. Background Art

[0003] Typical contact centers algorithmically assign contacts arriving at the contact center to agents available to handle those contacts. Sometimes, a contact center may have agents available and waiting to be assigned an incoming or outgoing contact (e.g., a phone call, an Internet chat session, an email). At other times, a contact center may have contacts waiting in one or more queues for an agent to become available for assignment.

[0004] In some typical contact centers, contacts are assigned to agents based on the arrival time, and agents receive contacts based on the time when those agents become available. This strategy may be referred to as a "first in, first out", "FIFO", or "round robin" strategy. In other typical contact centers, other strategies may be used, such as a "performance-based routing" or "PBR" strategy.

[0005] Typical contact centers preferably minimize the overall agent idle time and the overall contact waiting time. For this purpose, if a contact is waiting in a queue, the contact will be assigned to an agent shortly after an agent becomes available for assignment. Similarly, if an agent is idle and waiting for a contact to arrive, the agent will be assigned to a contact shortly after the agent becomes available for assignment.

[0006] However, if a contact center uses a pairing strategy designed to select among multiple possible pairings, it may be inefficient to select the first available pairing for the reason of minimizing the contact hold time or the agent idle time.

[0007] In view of the foregoing, it can be understood that there may be a need for a system that enables an improvement in the number of selections available to enhance the efficiency and performance of a pairing strategy designed to select among multiple possible pairings. Summary of the Invention

[0008] Techniques for L3 pairing in a contact center system are disclosed. In one particular embodiment, the technique may be implemented as a method for L3 pairing in a contact center system, the method including identifying, by at least one computer processor configured to operate in the contact center system, a plurality of contacts waiting to be assigned. The method may further include identifying, by at least one computer processor, a plurality of agents available for assignment. The method may further include selecting, by at least one computer processor, at least one of the plurality of agents and at least one of the plurality of contacts for assignment and connection within the contact center system.

[0009] According to other aspects of the particular embodiment, at least two pairs of agents and contacts from the plurality of agents and contacts may be selected simultaneously.

[0010] According to other aspects of the particular embodiment, the selection may include applying, by at least one computer processor, a behavior pairing strategy to at least some of the plurality of agents and at least some of the plurality of contacts.

[0011] According to other aspects of the particular embodiment, the selection may include applying, by at least one computer processor, a diagonal strategy to at least some of the plurality of agents and at least some of the plurality of contacts.

[0012] In another particular embodiment, the technique may be implemented as a method for L3 pairing in a contact center system, including identifying, by at least one computer processor configured to operate in the contact center system, a first contact waiting to be assigned and a first agent available for assignment. The method may further include deferring the assignment, by at least one computer processor, until at least a second contact arrives at the contact center system or a second agent becomes available for assignment. The method may further include selecting, by at least one computer processor, the first contact and one of at least the first and second agents or the first agent and one of at least the first and second contacts for assignment and connection within the contact center system.

[0013] According to other aspects of the particular embodiment, the deferring may include deferring the selection, by at least one computer processor, until at least a second contact arrives at the contact center system and a second agent becomes available for assignment.

[0014] According to other aspects of the particular embodiment, the selection may include selecting, by at least one computer processor, the first contact and one of at least the first and second agents, and the first agent and one of at least the first and second contacts for assignment and connection within the contact center system.

[0015] According to other aspects of the particular embodiment, the selection may include applying, by at least one computer processor, a behavior pairing strategy to at least some of the plurality of agents and at least some of the plurality of contacts.

[0016] In other aspects of this particular embodiment, the selection may include applying a diagonal strategy to at least some of a plurality of seats and at least some of a plurality of contacts by at least one computer processor.

[0017] In another particular embodiment, the technology may be implemented as a method for L3 pairing in a contact center system, the method including identifying a first contact by at least one computer processor configured to operate in the contact center system. The method may further include identifying a first seat available for assignment to the first contact by at least one computer processor. The method may further include comparing information about the first contact with information about the first seat by at least one computer processor. The method may additionally include deferring the assignment of the first seat and the assignment of the first contact for a first delay period based on the comparison by at least one computer processor.

[0018] According to other aspects of this particular embodiment, the first delay period is at least thirty seconds or no more than thirty seconds.

[0019] According to other aspects of this particular embodiment, the first delay period is at least two minutes or no more than two minutes.

[0020] According to other aspects of this particular embodiment, the first delay period may end after a second seat becomes available for assignment or a second contact arrives at the contact center system.

[0021] According to other aspects of this particular embodiment, the first delay period may end after at least two additional seats become available for assignment or at least two additional contacts arrive at the contact center system.

[0022] In another particular embodiment, the technology may be implemented as a method for L3 pairing in a contact center system, the method including determining a minimum number of seat selections by at least one computer processor configured to operate in the contact center system. The method may further include determining a maximum delay amount by at least one computer processor. The method may further include deferring seat selection by at least one computer processor until at least one of the following conditions is met: (a) the maximum delay amount has elapsed; or (b) the minimum number of seat selections has been reached. The method may additionally include selecting seats among one or more seats for connection to an available contact within the contact center system by at least one computer processor.

[0023] According to other aspects of this particular embodiment, the maximum delay amount is less than 30 seconds and / or the minimum number of seat selections is greater than three available seats.

[0024] According to other aspects of this particular embodiment, selecting a seat may include applying a behavior pairing strategy.

[0025] According to other aspects of this particular embodiment, the available contact can be one of a plurality of contacts waiting to be assigned to an agent.

[0026] In another particular embodiment, the technology can be implemented as a method for L3 pairing in a contact center system, the method comprising determining, by at least one computer processor configured to operate in the contact center system, a minimum number of contact selections. The method can further include determining, by at least one computer processor, a maximum delay amount. The method can further include deferring, by at least one computer processor, contact selection until at least one of the following conditions is met: (a) the maximum delay amount has elapsed; or (b) the minimum number of contact selections has been reached. The method can additionally include selecting, by at least one computer processor, a contact among one or more contacts for connection to an available agent within the contact center system.

[0027] According to other aspects of this particular embodiment, the maximum delay amount is less than 30 seconds and / or the minimum number of contact selections is greater than three contacts waiting to be assigned.

[0028] According to other aspects of this particular embodiment, selecting a contact can include applying a behavior pairing strategy.

[0029] According to other aspects of this particular embodiment, the available agent can be one of a plurality of agents waiting to be assigned to a contact.

[0030] In another particular embodiment, the technology can be implemented as a method for L3 pairing in a contact center system, the method comprising determining, by at least one computer processor configured to operate in the contact center system, a maximum delay amount. The method can further include determining, by at least one computer processor, a first score for a first preferred pairing between a first agent and a first contact. The method can further include deferring, by at least one computer processor, pairing selection until at least one of the following conditions is met: (a) the maximum delay amount has elapsed; or (b) the arrival of at least a second agent or at least a second contact, which results in the emergence of a second preferred pairing that is better than the first preferred pairing. The method can additionally include selecting, by at least one computer processor, a second preferred pairing for connection within the contact center system.

[0031] According to other aspects of this particular embodiment, the maximum delay amount is less than 30 seconds.

[0032] According to other aspects of this particular embodiment, determining the first preferred pairing and the second preferred pairing can include applying a behavior pairing strategy.

[0033] In other aspects of this particular embodiment, the arrival of the second seat and the second contact may result in the emergence of a second preferred pairing that includes the second seat and the second contact.

[0034] In other aspects of this particular embodiment, the arrival of the second seat may result in the emergence of a second preferred pairing that includes the second seat and the first contact.

[0035] In other aspects of this particular embodiment, the arrival of the second contact may result in the emergence of a second preferred pairing that includes the second contact and a seat different from the first seat that is already available.

[0036] In another particular embodiment, the technology may be implemented as a system for L3 pairing in a contact center system, the system including at least one computer processor configured to operate in the contact center system, wherein the at least one computer processor is further configured to perform the above method steps.

[0037] In another particular embodiment, the technology may be implemented as a manufacture for L3 pairing in a contact center system, the manufacture including a non-transitory computer processor-readable medium and instructions stored on the medium, wherein the instructions may be configured to be read by at least one computer processor configured to operate in the contact center system and thereby cause the at least one computer processor to operate to perform the above method steps.

[0038] Techniques for workforce management in a contact center system are also disclosed. In one particular embodiment, the technology may be implemented as a method for workforce management in a contact center system, the method including generating historical workforce data regarding the seat workforce capacity of the contact center system by at least one computer processor configured to operate in the contact center system. The method may further include initiating an increase or decrease in the seat workforce of the contact center system by at least one computer processor at least partially based on the historical workforce data to increase the number of available seats or the number of choices between waiting for contacts.

[0039] In other aspects of this particular embodiment, the increase may be initiated where an excess in seat increase is anticipated.

[0040] In other aspects of this particular embodiment, the decrease may be initiated where an increase in the contact queue size is anticipated and where an increase in contact center performance is anticipated.

[0041] In other aspects of this particular embodiment, the method may further include increasing or decreasing the seat workforce by a first amount by at least one computer processor based on the initiated increase or decrease.

[0042] In other aspects of this particular embodiment, the method may further include generating historical performance data regarding the performance of the contact center system by at least one computer processor, wherein an increase or decrease in the initiated agent workforce may be based in part on the historical performance data.

[0043] In other aspects of this particular embodiment, an increase may be initiated, wherein an increased amount of time is expected to be spent in the L1 state.

[0044] In other aspects of this particular embodiment, an increase may be initiated, wherein an increased amount of time is expected to be spent in the L2 state.

[0045] In another particular embodiment, the technology may be implemented as a system for workforce management in a contact center system, the system including at least one computer processor configured to operate in the contact center system, wherein the at least one computer processor is further configured to perform the above method steps.

[0046] In another particular embodiment, the technology may be implemented as a manufacture for workforce management in a contact center system, the manufacture including a non-transitory computer processor-readable medium and instructions stored on the medium, wherein the instructions may be configured to be read from the medium by at least one computer processor configured to operate in the contact center system and thereby cause the at least one computer processor to operate to perform the above method steps.

[0047] The present disclosure will now be described in more detail with reference to its particular embodiments as shown in the accompanying drawings. While the present disclosure is described below with reference to particular embodiments, it should be understood that the present disclosure is not limited thereto. Those of ordinary skill in the art having access to the teachings herein will recognize additional embodiments, modifications, and implementations within the scope of the present disclosure as described herein, and in connection therewith, the present disclosure may have significant utility. BRIEF DESCRIPTION OF THE DRAWINGS

[0048] To facilitate a more complete understanding of the present disclosure, reference is now made to the accompanying drawings, wherein like elements are referred to by like reference numerals. These drawings should not be construed as limiting the present disclosure, but are merely illustrative.

[0049] Figure 1 A block diagram of a contact center according to an embodiment of the present disclosure is shown.

[0050] Figure 2 A schematic representation of a contact center system timeline according to an embodiment of the present disclosure is depicted.

[0051] Figure 3 A schematic representation of a selection-based pairing strategy according to an embodiment of the present disclosure is depicted.

[0052] Figure 4 The figure shows a flowchart of an L3 pairing method according to an embodiment of the present disclosure.

[0053] Figure 5 The figure shows a flowchart of an L3 pairing method according to an embodiment of the present disclosure.

[0054] Figure 6 The figure shows a flowchart of an L3 pairing method according to an embodiment of the present disclosure. Detailed implementation

[0055] An example of a pairing strategy designed to select among multiple possible pairings is the "behavioral pairing" or "BP" strategy, under which contacts and agents can be intentionally (preferably) paired in such a way that subsequent contact-agent pairs can be allocated such that when the benefits of all allocations under the BP strategy are totaled, they can exceed the benefits of FIFO and other strategies (such as the performance-based routing ("PBR") strategy). BP is designed to encourage the balanced utilization of agents within a skills queue while still simultaneously improving overall contact center performance beyond what FIFO or PBR methods would allow. This is a significant achievement because BP operates on the same calls and the same agents as FIFO and PBR methods, utilizes agents approximately evenly as FIFO provides, but still improves overall contact center performance. BP is described, for example, in U.S. Patent No. 9,300,802, which is incorporated herein by reference. Additional information regarding these and other features of pairing or matching modules using the BP strategy (sometimes also referred to as "satisfaction mapping", "SATMAP", "routing system", "routing engine", etc.) is described, for example, in U.S. Patent No. 8,879,715, which is incorporated herein by reference.

[0056] In some embodiments, the contact center may periodically switch (or "cycle") between at least two different pairing strategies (e.g., between a FIFO and an L3 pairing strategy). Additionally, the result of each contact-agent interaction may be recorded along with the identity of the pairing strategy (e.g., FIFO or L3-enabled BP) that was used to assign that particular contact-agent pair. By tracking which interactions produce which results, the contact center can measure the performance attributable to the first strategy (e.g., FIFO) and the performance attributable to the second strategy (e.g., BP with L3). In this way, the relative performance of one strategy can be measured against the other. The contact center can more reliably attribute performance to one strategy or the other during multiple periods of switching between different pairing strategies. Benchmark pairing strategies are described in U.S. Patent Application No. 15 / 131,915, filed on April 18, 2016, which is incorporated herein by reference.

[0057] Figure 1 FIG. shows a block diagram of a contact center system 100 in accordance with an embodiment of the present disclosure. The present specification describes network elements, computers, and / or system components and methods for emulating a contact center system that may include one or more modules. As used herein, the term "module" may be understood to refer to computing software, firmware, hardware, and / or various combinations thereof. However, a module should not be construed as software that is not implemented in hardware, firmware, or recorded on a processor-readable recordable storage medium (i.e., a module is not software itself). It should be noted that the modules are exemplary. Modules may be combined, integrated, separated, and / or replicated to support various applications. Moreover, instead of being performed at or supplemented by a particular module, the functions described herein as being performed at a particular module may be performed at one or more other modules and / or by one or more other devices. Further, modules may be implemented across multiple devices and / or other components that are local or remote to each other. Additionally, a module may be moved from one device and added to another device, and / or may be included in both devices.

[0058] As shown in Figure 1 FIG., the contact center system 100 may include a central switch 110.

[0059] The central switch 110 can receive an incoming contact (e.g., a caller) via a telecommunications network (not shown) or support an outgoing connection to a contact. The central switch 110 can include contact routing hardware and software for assisting in routing contacts between one or more contact centers or routing contacts to one or more PBX / ACD or other queuing or switching components, which include other Internet-based, cloud-based, or otherwise networked contact-agent hardware or software-based contact center solutions.

[0060] In the contact center system 100, the central switch 110 may not be necessary if there is only one contact center or if there is only one PBX / ACD routing component. If more than one contact center is part of the contact center system 100, each contact center can include at least one contact center switch (e.g., contact center switches 120A and 120B). The contact center switches 120A and 120B can be communicatively coupled to the central switch 110. In embodiments, various topologies of routing and network components can be configured to implement the contact center system.

[0061] Each contact center switch for each contact center can be communicatively coupled to a plurality of agents (or "agent pool"). Each contact center switch can support logging in a certain number of agents (or "seats") at a time. At any given time, the logged-in agents are available and waiting to be connected to a contact, or the logged-in agents are unavailable for any of a variety of reasons, such as being connected to another contact, performing certain post-dialing functions (such as logging information about the call), or taking a break.

[0062] In Figure 1 the example, the central switch 110 routes contacts to one of two contact centers via the contact center switch 120A and the contact center switch 120B, respectively. Each of the contact center switches 120A and 120B is shown to have two agents. Agents 130A and 130B can be logged in to the contact center switch 120A, and agents 130C and 130D can be logged in to the contact center switch 120B.

[0063] The contact center system 100 can also be communicatively coupled to integrated services from, for example, a third-party vendor. In Figure 1In the example of [[ID=]], the L3 pairing module 140 may be communicatively coupled to one or more switches in the switch system of the contact center system 100 (such as the central switch 110, the contact center switch 120A, or the contact center switch 120B). In some embodiments, the switches of the contact center system 100 may be communicatively coupled to multiple L3 pairing modules. In some embodiments, the L3 pairing module 140 may be embedded within a component of the contact center system (e.g., embedded within a switch or otherwise integrated therewith). The L3 pairing module 140 may receive information about agents (such as agents 130A and 130B) logging into the switch (e.g., the contact center switch 120A) from the switch and information about incoming contacts via another switch (e.g., the central switch 110), or in some embodiments, receive information from a network (such as the Internet or a telecommunications network) (not shown).

[0064] The contact center may include multiple pairing modules (such as the BP module and the FIFO module) (not shown), and one or more pairing modules may be provided by one or more different vendors. In some embodiments, one or more pairing modules may be components of the L3 pairing module 140 or one or more switches (such as the central switch 110 or the contact center switches 120A and 120B). In some embodiments, the L3 pairing module may determine which pairing module can handle the pairing for a particular contact. For example, the L3 pairing module may alternate between enabling pairing via the BP module and enabling pairing using the FIFO module. In other embodiments, one pairing module (such as the BP module) may be configured to simulate other pairing strategies. For example, the L3 pairing module or the L3 pairing component integrated with the BP component in the BP module may determine whether the BP module can perform BP pairing or simulate FIFO pairing for a particular contact. In this case, "BP on" may refer to the time when the BP module applies the BP pairing strategy, and "BP off" may refer to other times when the BP module applies a different pairing strategy (such as FIFO).

[0065] In some embodiments, regardless of whether the pairing strategy is handled by separate modules or if some pairing strategies are simulated within a single pairing module, the single pairing module may be configured to monitor and store information about pairings made under any or all of the pairing strategies. For example, the BP module may observe and record data about FIFO pairings made by the FIFO module, or the BP module may observe and record data about simulated FIFO pairings made by the BP module operating in FIFO simulation mode.

[0066] Figure 2Depicts a schematic representation of a contact center system timeline according to an embodiment of the present disclosure. During a given time period (e.g., over several minutes, several hours, during a day), as contacts arrive and depart from the contact center system, the number of available agents that are idle or available to connect to the contacts or the number of contacts waiting in the queue will vary continuously. Figure 2 The example of Figure 2 depicts the capacity of a contact center system during a time period along the x-axis from time "0" to time "50" (e.g., 0 minutes to 50 minutes). The y-axis depicts the number of available agents or the number of contacts in the queue above and below the x-axis, respectively.

[0067] At time 0 (e.g., when the contact center first opens at the start of a day), there are 10 available agents waiting for contacts to arrive. The time period when the contact center has remaining available agents is referred to as the "L1" environment. If a selected pairing strategy (such as, BP) is used, the selected pairing strategy can be selected from any one (or subset) of the available agents when a contact arrives.

[0068] When contacts arrive and agents become occupied when communicating with those contacts, the number of available agents may decrease, as shown from time 0 to approximately time 5 in Figure 2

[0067] . The contact center operates in the L1 environment throughout this entire duration, but the selection available for BP or another selected pairing strategy becomes increasingly limited - rather than having as many as the ten (or more) available agents for selection, there are only two or three available agents for selection by approximately time 5.

[0069] At other time periods, there may be a shortage of agents, and contacts start queuing up, waiting for an agent to become available for connection, as shown from approximately time 7 to approximately time 21 in Figure 2

[0067] . The time period when the contact center lacks available agents is referred to as the "L2" environment. If a selected pairing strategy (such as, BP) is used, the selected pairing strategy can be selected from any one (or subset) of the waiting contacts when an agent becomes available.

[0070] When an agent becomes available to connect with a contact waiting in the queue, the size of the queue can decrease, as shown from approximately time 14 to approximately time 21 in Figure 2

[0067] . The contact center operates in the L2 environment throughout this entire duration, but the selection available for BP or another selected pairing strategy becomes increasingly limited - rather than having as many as the ten (or more) contacts available for selection at approximately time 14, there are only two or three available contacts for selection in the queue by approximately time 21.

[0071] At some points in time, the contact center transitions from an L1 state to an L2 state (e.g., point 210A at approximately time 6 and point 210C at approximately time 40) or vice versa from an L2 state to an L1 state (e.g., point 210B at approximately time 23). These intersections occur along the x-axis (the line labeled "1:1") when no selection is available for BP or another selection-based pairing strategy. For example, there may be a single contact waiting in the queue that can be paired with the next agent that becomes available. Or there may be a single agent waiting for an available contact, which can be paired with the next contact that arrives at the contact center.

[0072] In some cases (not shown), the contact center can reach the "1:1" line and then bounce back into L1 (or bounce back into L2). No L1-to-L2 or L2-to-L1 transition occurs, but there is still a time when no selection is available for BP.

[0073] In some cases (not shown), the contact center can remain along the "1:1" line for an extended period of time. In fact, a typical contact center can consider this line to indicate when the contact center is operating at a "perfect" capacity, and that for a given demand level (e.g., the number, frequency, and duration of contacts arriving at the contact center), there are neither too many nor too few agents. In these cases, when no selection is available other than the "1 agent:1 contact" default selection, the BP pairing strategy can apply for an extended period of time.

[0074] These points in time (or time periods) when the contact center is operating along the "1:1" line, when the contact center has available agents that are neither in excess nor in short supply, are referred to as "L0" environments.

[0075] Figure 3 A schematic representation of a selection-based pairing strategy in accordance with an embodiment of the present disclosure is depicted. When the selection is limited, the selection-based pairing strategy may suffer from suboptimal performance. Figure 3 An example of a performance estimate or performance simulation of a selection-based pairing strategy is shown. When there are many contacts in the queue (as in Figure 3 "Calls in Queue") (e.g., at point 320), or when there are many available agents (e.g., at point 330), BP or another selection-based pairing strategy can perform optimally (e.g., "100%" or near "100%" immediate performance or efficiency).

[0076] However, when the number of contacts in the queue or the number of available agents shrinks, there are fewer choices available for BP, and the performance or efficiency of BP may degrade. In an L0 environment (e.g., at point 310), the immediate performance or efficiency of BP is considered 0% in the case where BP (without an L3 pairing) cannot make a different choice of pairing than any other non-L3 pairing strategy can make. In other words, if there is only one contact waiting for an agent and one agent waiting for a contact, both FIFO and BP will pair that one contact with that one agent and make no other choice. As the number of choices increases, or as contacts fill the queue in an L2 environment, or as more agents become available in an L1 environment, the performance steadily increases towards the optimal immediate performance.

[0077] In Figure 3 the example of, 50 calls and 50 available agents in the queue are points 320 and 330 where the pairing strategy is expected to reach peak performance. However, in other embodiments or in real-world contact center systems, peak performance may be reached at different levels of agent shortage or surplus (e.g., greater than 3 choices available, greater than 7 choices available, greater than 20 choices available, etc.).

[0078] In cases such as an L0 environment where the choices available for BP are too limited, it may be beneficial to delay or otherwise postpone connecting an agent to a contact. Introducing a delay can allow time to become available for another agent or another contact. If the contact center is operating in L0 and another agent arrives, the contact center will move into an L1 environment with two agents to choose between rather than being forced into a default choice. Similarly, if the contact center is operating in L0 and another contact arrives, the contact center will move into an L2 environment with two contacts to choose between rather than being forced into a default choice.

[0079] In some embodiments, even if the contact center already has a certain number of choices (e.g., is already operating in L1 or L2) but the choices are limited, a delay may be desirable. For example, if only ten contacts are waiting in the queue when an agent becomes available, Figure 3 the pairing strategy is expected to have an immediate performance of only 60%. A delay may be needed until closer to twenty contacts are waiting, at which point the expected immediate performance will be closer to 80%.

[0080] When latency is allowed, it is possible to enter a hybrid environment that is neither pure L1 nor pure L2. For example, consider a contact center where there are two contacts in a queue and only one agent is available. After a latency, a second agent may become available, resulting in an environment where there are multiple contacts in the queue and multiple agents available for connection. The period of time when the contact center has multiple contacts in the queue and multiple idle agents is referred to as the "L3" environment. In the present disclosure, an L3 pairing module is a pairing module that is capable of causing and handling an L3 environment within a contact center system.

[0081] Figure 4 A flowchart of an L3 pairing method 400 in accordance with an embodiment of the present disclosure is shown. At block 410, a first contact in a queue may be identified. In L0 and L1 environments, the first contact may be the only contact waiting in the queue.

[0082] At block 420, a first available agent may be identified. In L0 and L2 environments, the first available agent may be the only available agent.

[0083] At this point, a typical contact center may connect the first contact to the first agent. If the contact center uses a selection-based pairing strategy (such as, BP), this connection may be sub-optimal, and the selection-based pairing strategy will operate with low immediate performance or efficiency. Instead, at block 430, the L3 pairing method 400 may wait for a second contact to arrive or a second agent to become available, thereby increasing the number of choices available for BP or another selection-based pairing strategy. In some cases, this waiting or latency step may cause the contact center to operate in an L3 environment.

[0084] In some embodiments, the L3 pairing method may wait for a threshold amount of time at block 430, during which more than one contact may arrive or more than one agent may become available. In other embodiments, the L3 pairing method may wait until a maximum amount of time at block 430, after which it makes a connection regardless of whether or how many additional choices are available for the pairing strategy.

[0085] At block 440, a pairing choice may be made. In embodiments where a second contact has arrived, the first available agent may preferably be paired with a selected one of at least the first and second contacts. In cases where a second agent has become available, the first contact may preferably be paired with a selected one of at least the first and second agents. In the presence of multiple agents and multiple contacts (L3), a selected one of at least the first and second agents may preferably be paired with a selected one of at least the first and second contacts.

[0086] Figure 5The flowchart of an L3 pairing method 500 according to an embodiment of the present disclosure is shown. When it uses a delay mechanism to increase the selection, the L3 pairing method 500 is similar to the L3 pairing method 400( Figure 4 ). However, while the pairing method 400 may result in an L3 environment, the pairing method 500 forces an L3 environment.

[0087] At block 510, a first contact may be identified.

[0088] At block 520, a first available seat may be identified.

[0089] At block 530, the L3 pairing method 500 may wait for a second contact to arrive, and at block 540, the L3 pairing method 500 may wait for a second seat to arrive, which results in an L3 environment where multiple seats and multiple contacts are available for pairing.

[0090] At block 550, in some embodiments, at least one selected from the first and second contacts may be paired with at least one selected from the first and second seats. In other embodiments, the BP may "batch" pairings, such as by pairing the first seat with one of the first and second contacts and pairing the second seat with the other of the first and second contacts. In this way, the BP can perform multiple high-performance / efficiency pairings immediately without further delay. In some embodiments, the contact center system may be able to implement each of these pairings / connections simultaneously or almost simultaneously (such as by a single batch instruction from the L3 pairing module). In other embodiments, the L3 pairing module may serialize multiple pairing / connection instructions to implement each of these multiple pairings. The serialization instructions may be made almost simultaneously such that there is no delay or only a minimal delay between routing one connection and the next.

[0091] In some embodiments, with respect to Figure 4 the L3 pairing method 400 described above may also be configured to perform batch pairings in situations where an L3 environment occurs.

[0092] For an L3 environment, it is possible to occur without introducing latency or delaying the selection / choosing of a pairing. For example, when there are multiple contacts in a queue, two or more agents can become available simultaneously or almost simultaneously, which results in a transition from L2 to L3. Similarly, two or more contacts can arrive simultaneously or almost simultaneously, which results in a transition from L1 to L3. In some contact center systems, the workforce can be increased simultaneously. For example, if there are many contacts waiting in the queue, the contact center can modify the logged-in agent pool to add more than one agent to the pool. Each of these newly added agents will be available simultaneously or almost simultaneously, which results in a transition from L2 to L3.

[0093] Figure 6 A flowchart of an L3 pairing method 600 according to an embodiment of the present disclosure is shown. At block 610, multiple contacts waiting to be assigned in a queue can be identified. At block 620, multiple agents available for assignment to any (or at least some) of the multiple contacts can be identified.

[0094] Thus, regardless of whether it is achieved through latency techniques or other circumstances that cause L3, the contact center is currently in an L3 environment. At block 630, in some embodiments, one of the multiple agents can be paired with one of the multiple contacts that is not the earliest-arriving contact. In some embodiments, the L3 pairing method 600 can batch-pair multiple agents with multiple contacts, and in some cases, it can be the case that none of the preferably paired contacts is the earliest-arriving contact.

[0095] Similarly, in some embodiments, one of the multiple contacts can be paired with one of the multiple agents that is not the longest-waiting agent (or the best-performing agent) that has been selected according to a FIFO-based fairness metric (or PBR policy). In some embodiments, the L3 pairing method 600 can batch-pair multiple contacts with multiple agents, and in some cases, it can be the case that none of the preferably paired agents is the longest-waiting agent (or the best-performing agent, etc.).

[0096] For the L3 pairing module, it is possible to execute or otherwise simulate a FIFO or FIFO-like pairing strategy when the contact center system is in the L3 state. In these cases, regardless of the other contacts and available agents in the queue, the L3 pairing module can always pair, for example, the contact that has been waiting the longest (or the contact with a higher priority), such as at the head of the queue, with the agent that has been waiting the longest. In this sense, the FIFO pairing strategy, different from the L1 (agent surplus), L2 (agent shortage), and L3 (multiple agents and multiple contacts) environments, operates as efficiently as in the L0 state. However, when the L1 / L2 / L3 states with increased options are possible, the L3 selection-based pairing strategy (such as BP with L3) can operate with higher average performance / efficiency.

[0097] In some embodiments, the L3 pairing module (e.g., the L3 pairing module 140) or a similar module may be able to make automated workforce management recommendations or decisions within the contact center system. For example, instead of preferably trying to minimize contact hold time and agent idle time, which keeps the contact center hovering near L0 or in the periods of L1 and L2 with a limited number of options, the contact center system can be advised or instructed to use a certain number of agents that may keep the contact center system in a high-option environment. In some cases, the recommendation can be additional agents (e.g., 10 additional agents, 100 additional agents, etc.) to increase the expected amount of time spent in the high-option L1. In other cases, the recommendation can be fewer agents (e.g., 10 fewer agents, 100 fewer agents, etc.) to increase the expected amount of time spent in the high-option L2.

[0098] In some embodiments, the workforce management instructions or recommendations can balance the benefit of reducing contact wait time by employing additional agents and the cost of increasing agent idle time, or balance the cost of increased contact wait time by employing fewer agents and the cost savings of reducing agent idle time. These recommendations can consider optimizing the desired metric. For example, if the contact center management expects to optimize user satisfaction, it may be desirable to err in the high-option L1 (agent surplus) rather than in the high-option L2 (agent shortage). In either case, the recommendation or instruction can balance the cost of increasing agent idle time or increasing contact wait time against the improved performance / efficiency of BP or another selection-based pairing strategy, which operates in the higher-option L1, L2, or L3 environment and avoids only defaulting to the inefficient L0 environment that is available.

[0099] At this time, it should be noted that the L3 pairing in the contact center system according to the present disclosure, as described above, may to some extent involve the processing of input data and the generation of output data. The input data processing and output data generation can be implemented in hardware or software. For example, specific electronic components can be employed in the L3 pairing module or similar or related circuits as described above for implementing functions associated with L3 pairing in the contact center system. Alternatively, one or more processors operating according to instructions can implement the functions associated with the BP in the contact center system according to the present disclosure as described above. If this is the case, within the scope of the present disclosure, such instructions can be stored on one or more non-transitory processor-readable storage media (e.g., a disk or other storage media), or transmitted to one or more processors via one or more signals contained in one or more carrier waves.

[0100] The scope of the present disclosure is not limited to the specific embodiments described herein. In fact, various other embodiments and modifications of the present disclosure will be apparent to those of ordinary skill in the art from the foregoing description and drawings, in addition to those described herein. Accordingly, such other embodiments and modifications are intended to fall within the scope of the present disclosure. Further, although the present disclosure has been described herein in the context of at least one specific embodiment in at least one specific environment for at least one specific purpose, those of ordinary skill in the art will recognize that its usefulness is not limited thereto, and for any number of purposes, the present disclosure can be advantageously implemented in any number of environments. Accordingly, the claims set forth below should be construed in accordance with the full breadth and spirit of the present disclosure as described herein.

Claims

1. A pairing method in a contact center system, the method comprising: Receiving, in the contact center system, a plurality of contacts; Receiving, in the contact center system, a plurality of agents; Determining an expected performance of the contact center system based on an evaluation of a plurality of available pairings between the plurality of contacts and the plurality of agents; Delaying the pairing of the plurality of contacts with the plurality of agents at least in part based on the expected performance; After the delay, pairing, by at least one processor, one of the plurality of agents with one of the plurality of contacts in a switch of the contact center system; Wherein the paired agent is not the longest waiting agent received in the contact center system; Wherein, after delaying the pairing of contacts and agents in the contact center system, at least some of the plurality of contacts or at least some of the plurality of agents are received in the contact center system; Wherein, before the pairing, each of the plurality of contacts and each of the plurality of agents are available for pairing.

2. The method according to claim 1, wherein, The size of the plurality of contacts is greater than 2, wherein the size of the plurality of agents is greater than 2.

3. A system for pairing in a contact center system, the system comprising: A memory; And A processing circuit coupled to the memory, wherein the system is configured to: Receive a plurality of contacts; Receive a plurality of agents; Determine an expected performance of the contact center system based on an evaluation of a plurality of available pairings between the plurality of contacts and the plurality of agents; Delaying the pairing of the plurality of contacts with the plurality of agents at least in part based on the expected performance; After the delay, pairing one of the plurality of agents with one of the plurality of contacts; Wherein the paired agent is not the longest waiting agent received in the contact center system; Wherein, after delaying the pairing of contacts and agents in the contact center system, at least some of the plurality of contacts or at least some of the plurality of agents are received in the contact center system; Wherein, before the pairing, each of the plurality of contacts and each of the plurality of agents are available for pairing.

4. The system according to claim 3, wherein, The size of the plurality of contacts is greater than 2, wherein the size of the plurality of agents is greater than 2.

5. A non-transitory computer-readable storage medium including stored instructions that, when executed by a processing circuit of a contact center system, cause the contact center system to: Receive a plurality of contacts; Receive a plurality of agents; Determine an expected performance of the contact center system based on an evaluation of a plurality of available pairings between the plurality of contacts and the plurality of agents; Delaying the pairing of the plurality of contacts with the plurality of agents at least in part based on the expected performance; After the delay, pairing one of the plurality of agents with one of the plurality of contacts; Wherein the paired agent is not the longest waiting agent received in the contact center system; Wherein, after delaying the pairing of contacts and agents in the contact center system, at least some of the plurality of contacts or at least some of the plurality of agents are received in the contact center system; Among them, before the pairing, each of the multiple contacts and each of the multiple seats are available for pairing.

6. The non-transitory computer-readable storage medium according to claim 5, wherein, The size of the multiple contacts is greater than 2, and the size of the multiple seats is greater than 2.

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