US 11,915,042 B2
Techniques for behavioral pairing in a task assignment system
Ittai Kan, McLean, VA (US); Zia Chishti, Washington, DC (US); Vikash Khatri, Alexandria, VA (US); and James Edward Elmore, Washington, DC (US)
Assigned to AFINITI, LTD., Hamilton (BM)
Filed by Afiniti, Ltd., Hamilton (BM)
Filed on Jan. 15, 2021, as Appl. No. 17/150,204.
Application 17/150,204 is a continuation of application No. 16/717,724, filed on Dec. 17, 2019, granted, now 11,269,682.
Application 16/717,724 is a continuation of application No. 15/837,911, filed on Dec. 11, 2017, granted, now 10,509,671, issued on Dec. 17, 2019.
Prior Publication US 2021/0132992 A1, May 6, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 9/48 (2006.01); G06F 9/50 (2006.01); H04M 3/52 (2006.01); G06F 9/455 (2018.01); G06Q 10/0631 (2023.01); H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC G06F 9/4881 (2013.01) [G06F 9/455 (2013.01); G06F 9/48 (2013.01); G06F 9/485 (2013.01); G06F 9/4806 (2013.01); G06F 9/4843 (2013.01); G06F 9/4856 (2013.01); G06F 9/50 (2013.01); G06F 9/5005 (2013.01); G06F 9/5027 (2013.01); G06F 9/5038 (2013.01); G06F 9/5061 (2013.01); G06F 9/5083 (2013.01); G06Q 10/06311 (2013.01); H04M 3/51 (2013.01); H04M 3/523 (2013.01); H04M 3/5238 (2013.01); G06F 2209/5021 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first ordered set of contacts, wherein contacts included in the first ordered set are arranged in an order based on a priority of one or more contacts and a waiting time of one or more contacts, and further wherein a number of the contacts included in the first ordered set is N;
determining, by said at least one computer processor, an integer n that is greater than 1 and is less than N;
filtering, by said at least one computer processor, the first ordered set, thereby obtaining a first subset of contacts that corresponds to a first n number of contacts included in the first ordered set; and
after filtering the first ordered set, applying, by said at least one computer processor, a pairing strategy only to the first subset of contacts, wherein
increasing a value of the integer n decreases a likelihood of the pairing strategy selecting a longest-waiting contact within the first ordered set of the contacts.