Invention Grant
- Patent Title: Techniques for benchmarking pairing strategies in a contact center system
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Application No.: US16915119Application Date: 2020-06-29
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Publication No.: US11070674B2Publication Date: 2021-07-20
- Inventor: Zia Chishti
- Applicant: Afiniti, Ltd.
- Applicant Address: BM Hamilton
- Assignee: Afiniti, Ltd.
- Current Assignee: Afiniti, Ltd.
- Current Assignee Address: BM Hamilton
- Agency: Rothwell, Figg, Ernst & Manbeck, P.C.
- Main IPC: H04M3/523
- IPC: H04M3/523 ; H04M3/51

Abstract:
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system comprising: determining for each contact of a plurality of contacts, an associated plurality of historical contact assignments; determining, for each contact, an associated outcome value; partitioning, for each contact, the associated plurality of historical assignments into a first associated subset assigned using a first pairing strategy and a second associated subset assigned using a second pairing strategy; determining, for each contact, a first portion of the associated outcome value attributable to the first associated subset and a second portion of the associated outcome value attributable to the second associated subset; outputting a difference in performance between the first and second pairing strategies according to the first and second associated portions of the associated outcome value for each contact.
Public/Granted literature
- US20200329150A1 TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM Public/Granted day:2020-10-15
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