Techniques for benchmarking pairing strategies in a contact center system
US10951767B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jun 2, 2020 |
| Grant date | Mar 16, 2021 |
| Priority date | — |
| Expiry date | Jun 2, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/36
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.