Contact Center Pairing Strategy Benchmarking
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Solution Overview
Problem
Contact centers face challenges in measuring the performance impact of different pairing strategies due to variability in performance over time, making it difficult to attribute changes to specific strategies.
Innovation Solution
A method and system for benchmarking pairing strategies in a contact center system, which involves determining historical contact assignments, partitioning them into subsets based on different strategies, and calculating performance differences to isolate the effect of each strategy.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If performance based routing is used to maximize expected outcome of each contact-agent interaction, then contact-agent interaction quality improves, but agent utilization uniformity deteriorates
Solution Approach 1:
The system dynamically adjusts routing parameters by switching between different pairing strategies (FIFO, PBR, round-robin) based on contact center state, allowing optimization of both interaction quality and agent utilization without fixed constraints
2Productivity
If pairing strategy is changed to improve performance, then contact center performance increases, but ability to measure strategy impact deteriorates due to performance variability over time
Solution Approach 1:
The system segments performance measurement by creating virtual groups and applying different pairing strategies to different segments, allowing isolated measurement of each strategy's impact while maintaining overall system operation
Solution Approach 2:
The system introduces virtual groups as an intermediary layer between contacts and agents, enabling the isolation and measurement of pairing strategy effects without directly modifying the contact-agent matching process
3Measurement precision
If historical data is analyzed to measure performance attribution, then measurement accuracy improves, but system complexity increases
Solution Approach 1:
The system creates virtual copies of contact center operations with different pairing strategies applied to virtual groups, allowing performance measurement without complex historical data analysis or system modifications
Data Source
AI summary
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system comprising: determining for each contact of a plurality of contacts, an associated plurality of historical contact assignments; determining, for each contact, an associated outcome value; partitioning, for each contact, the associated plurality of historical assignments into a first associated subset assigned using a first pairing strategy and a second associated subset assigned using a second pairing strategy; determining, for each contact, a first portion of the associated outcome value attributable to the first associated subset and a second portion of the associated outcome value attributable to the second associated subset; and outputting a difference in performance between the first and second pairing strategies according to the first and second associated portions of the associated outcome value for each contact.