Techniques for benchmarking performance in a contact center system
US11356556B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Nov 9, 2020 |
| Grant date | Jun 7, 2022 |
| Priority date | — |
| Expiry date | Jan 2, 2041 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY04S10/50
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.