Techniques for behavioral pairing in a contact center system
US9930180B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 28, 2017 |
| Grant date | Mar 27, 2018 |
| Priority date | — |
| Expiry date | Apr 28, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/556
- WIPO fieldIT methods for management
- 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 behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.