Techniques for behavioral pairing in a contact center system
US11115534B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jul 10, 2020 |
| Grant date | Sep 7, 2021 |
| Priority date | — |
| Expiry date | Jul 10, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/36
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.