US 11,922,213 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. 17/150,193.
Application 17/150,193 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 2021/0132991 A1, May 6, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 9/48 (2006.01); G06F 9/455 (2018.01); G06F 9/50 (2006.01); G06Q 10/0631 (2023.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC G06F 9/4881 (2013.01) [G06F 9/455 (2013.01); G06F 9/48 (2013.01); G06F 9/4806 (2013.01); G06F 9/4843 (2013.01); G06F 9/485 (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 set of M contacts;
determining, by the at least one computer processor, a number N that is less than the number M;
filtering, by the at least one computer processor, the set of M contacts to provide a plurality of contacts, wherein the plurality of contacts comprises N contacts, wherein the filtering is based on a wait time of each contact of the plurality of contacts; and
determining, by the at least one computer processor, a set of P agents, wherein P is any positive integer, and is different from N;
selecting, by the at least one computer processor, a contact of the plurality of contacts for pairing to an agent of the set of P agents based on a pairing strategy;
wherein N is inversely related to a likelihood of the pairing strategy selecting a longer-waiting contact of the plurality of contacts over a shorter-waiting contact of the plurality of contacts.