Techniques for benchmarking pairing strategies in a contact center system
US11425249B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Nov 15, 2021 |
| Grant date | Aug 23, 2022 |
| Priority date | — |
| Expiry date | Nov 15, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/36
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
There are provided a method, a system configured to perform the method, and a computer program product comprising instructions which when executed by processing circuitry of the system cause the system to perform the method. The method comprises determining, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a plurality of available contacts, wherein each of the plurality of available contacts is available for pairing to an agent of a plurality of agents using either a first pairing strategy or a second pairing strategy, wherein the first pairing strategy is different from the second pairing strategy. The method further comprises determining, by the at least one computer processor, that a first agent of the plurality of agents is available for pairing, and after determining that the first agent is available for pairing, selecting, by the at least one computer processor, the first pairing strategy or the second pairing strategy for pairing the first agent to one of the first plurality of contacts based on a time the first agent became available for pairing. The method further comprises selecting, by the at least one co…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.