US 11,695,872 B2
Techniques for benchmarking performance in a contact center system
Zia Chishti, Washington, DC (US)
Assigned to Afiniti, Ltd., Hamilton (BM)
Filed by Afiniti, Ltd., Hamilton (BM)
Filed on May 16, 2022, as Appl. No. 17/745,217.
Application 17/745,217 is a continuation of application No. 17/525,468, filed on Nov. 12, 2021, granted, now 11,363,142.
Application 17/525,468 is a continuation of application No. 17/093,076, filed on Nov. 9, 2020, granted, now 11,356,556.
Application 17/093,076 is a continuation of application No. 16/198,419, filed on Nov. 21, 2018, granted, now 10,834,259, issued on Nov. 10, 2020.
Application 16/198,419 is a continuation of application No. 15/176,899, filed on Jun. 8, 2016, granted, now 10,142,473, issued on Nov. 27, 2018.
Prior Publication US 2022/0272197 A1, Aug. 25, 2022
Int. Cl. H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04L 12/66 (2006.01); H04M 3/51 (2006.01); G06Q 10/06 (2023.01); G06Q 10/0639 (2023.01); H04M 3/523 (2006.01)
CPC H04M 3/5175 (2013.01) [G06Q 10/06 (2013.01); G06Q 10/06393 (2013.01); H04M 3/5191 (2013.01); H04M 3/5233 (2013.01); Y04S 10/50 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method for behavioral pairing in a contact center system comprising:
obtaining, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a plurality of agents;
obtaining, by the at least one computer processor, a first contact-agent pairing strategy for the contact center system for a first time period, wherein the first contact-agent pairing strategy comprises a parameter, wherein a value of the parameter affects a likelihood of selection for pairing of each agent of the plurality of agents, wherein a larger difference in bandwidth likelihood of selection between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
pairing, by the at least one computer processor, during a first subset of time of the first time period, a first plurality of contact-agent pairings based on the first contact-agent pairing strategy, the plurality of agents, and a first value for the parameter;
determining, by the at least one computer processor, a second value for the parameter of the first contact-agent pairing strategy based on an amount of remaining time in the first time period after the first subset of time has elapsed; and
pairing, during a second subset of time of the first time period, contacts to agents of the plurality of agents based on the second value of the parameter, the first contact-agent pairing strategy, and a corresponding likelihood of selection of each agent of the plurality of agents.