Behavioral Pairing Model Evaluation in Contact Centers
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Solution Overview
Problem
Current contact center systems lack techniques for optimizing behavioral pairing model generation and validation to improve pairing strategies and enhance overall performance.
Innovation Solution
A method for behavioral pairing model evaluation in a contact center system, involving determining agent and contact type orderings, analyzing historical data to construct a pairing model, applying a correction factor, and comparing expected performance with alternative strategies like FIFO to select the optimal pairing model.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If behavioral pairing model is used to optimize contact-agent assignments, then contact center performance and resource utilization improve, but model generation and validation complexity increases
Solution Approach 1:
The system performs preliminary actions by pre-determining agent orderings and contact type orderings before actual contact assignments. Historical data is analyzed in advance to construct the pairing model, and expected performance is calculated beforehand. This allows the complex model generation to be completed once, with results reused for multiple contact assignments, reducing real-time complexity while maintaining high performance.
Solution Approach 2:
The patent creates a simplified representation or copy of the complex behavioral pairing model through the pairing model structure that captures essential relationships between agents and contact types. This model copy can be stored and reused, avoiding the need to regenerate the full complex model for each contact assignment, thus improving productivity while managing complexity.
2Reliability
If multiple pairing strategies are evaluated and compared, then optimal model selection improves, but evaluation and comparison time increases
Solution Approach 1:
The system calculates expected performance metrics for different pairing strategies in advance using historical data. By performing these evaluations beforehand rather than in real-time, the system can compare multiple strategies thoroughly without causing delays in actual contact assignments. The preliminary evaluation results are then used to select the optimal model for deployment.
Data Source
AI summary
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.