US 12,445,558 B2
Method, system, and article of manufacture for benchmarking pairing strategies in contact center system
Yasir Zamir Ahmad, Islamabad (PK)
Assigned to ISBEI LTD., Grand Cayman (KY)
Filed by Isbei Ltd., Grand Cayman (KY)
Filed on Jun. 28, 2023, as Appl. No. 18/342,868.
Prior Publication US 2025/0008022 A1, Jan. 2, 2025
Int. Cl. H04M 3/00 (2024.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5232 (2013.01) [H04M 3/5175 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method for benchmarking at least two pairing strategies in a contact center system, comprising:
assigning sequence numbers to a series of events;
initiating a first pairing strategy based on the sequence numbers;
ending the first pairing strategy based on the sequence numbers;
initiating a second pairing strategy based on the sequence numbers;
ending the second pairing strategy based on the sequence numbers;
assigning a first set of values to contacts assigned by the first pairing strategy;
assigning a second set of values to contacts assigned by the second pairing strategy; and
determining a metric that compares the first pairing strategy with the second pairing strategy based on the first and second set of values,
wherein a first contact paired using the first pairing strategy and a second contact paired with the second pairing strategy are paired to the same agent.