US 10,893,146 B2
Techniques for benchmarking pairing strategies in a contact center system
Zia Chishti, Washington, DC (US)
Assigned to Afiniti, Ltd., Hamilton (BM)
Filed by Afiniti Europe Technologies Limited, Cheshire (GB)
Filed on Jun. 29, 2020, as Appl. No. 16/915,545.
Application 16/915,545 is a continuation of application No. 16/413,146, filed on May 15, 2019, granted, now 10,708,430.
Application 16/413,146 is a continuation of application No. 15/691,163, filed on Aug. 30, 2017, granted, now 10,298,762, issued on May 21, 2019.
Application 15/691,163 is a continuation of application No. 15/221,698, filed on Jul. 28, 2016, granted, now 9,774,740, issued on Sep. 26, 2017.
Application 15/221,698 is a continuation in part of application No. 15/131,915, filed on Apr. 18, 2016, granted, now 9,712,676, issued on Jul. 18, 2017.
Application 15/131,915 is a continuation in part of application No. 14/727,271, filed on Jun. 1, 2015, granted, now 10,051,125, issued on Aug. 14, 2018.
Application 14/727,271 is a continuation of application No. 14/472,998, filed on Aug. 29, 2014, granted, now 9,215,323, issued on Dec. 15, 2015.
Application 14/472,998 is a continuation of application No. 12/266,446, filed on Nov. 6, 2008, granted, now 8,824,658, issued on Sep. 2, 2014.
Application 15/131,915 is a continuation in part of application No. 12/021,251, filed on Jan. 28, 2008, granted, now 9,712,679, issued on Jul. 18, 2017.
Prior Publication US 2020/0329152 A1, Oct. 15, 2020
Int. Cl. H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5232 (2013.01) [H04M 3/5141 (2013.01); H04M 3/5233 (2013.01); H04M 3/5235 (2013.01); H04M 2201/18 (2013.01); H04M 2201/36 (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, an adjustable probability distribution for selecting any of the first, second, third, and fourth pairing strategies, wherein each of the first, second, third, and fourth pairing strategies have a non-zero chance of being selected;
at a first time, by the at least one computer processor, selecting a first pairing strategy based on the adjustable probability distribution for pairing a first contact to an agent;
at a second time later than the first time, by the at least one computer processor, selecting a second pairing strategy that is different from the first pairing strategy based on the adjustable probability distribution for pairing a second contact to the agent;
at a third time later than the second time, by the at least one computer processor, selecting a third pairing strategy that is different from the second pairing strategy based on the adjustable probability distribution for pairing a third contact to the agent;
at a fourth time later than the third time, by the at least one computer processor, selecting a fourth pairing strategy that is different from the first and third pairing strategies for pairing a fourth contact to the agent;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the pairings of the first and third contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the pairings of the second and fourth contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements;
wherein the first, second, third, and fourth times occur within a time interval of less than 24 hours.