Invention Grant
- Patent Title: Techniques for benchmarking pairing strategies in a contact center system
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Application No.: US16114511Application Date: 2018-08-28
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Publication No.: US10419615B2Publication Date: 2019-09-17
- Inventor: Syed Meesum Raza Rizvi
- Applicant: Afiniti Europe Technologies Limited
- Applicant Address: GB Cheshire
- Assignee: Afiniti Europe Technologies Limited
- Current Assignee: Afiniti Europe Technologies Limited
- Current Assignee Address: GB Cheshire
- Agency: Wilmer Cutler Pickering Hale and Dorr LLP
- Main IPC: H04M3/523
- IPC: H04M3/523 ; G06Q10/06 ; G06F17/18 ; H04M3/51

Abstract:
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system including determining results for a first plurality of contact-agent interactions, determining results for a second plurality of contact-agent interactions, and determining combined results across the first and second pluralities of contact-agent interactions corrected for a Yule-Simpson effect.
Public/Granted literature
- US20180367671A1 TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM Public/Granted day:2018-12-20
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