Invention Grant
- Patent Title: Techniques for benchmarking pairing strategies in a contact center system
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Application No.: US17205524Application Date: 2021-03-18
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Publication No.: US11265422B2Publication Date: 2022-03-01
- 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:
A method is provided. The method comprises associating a first pairing strategy to a first plurality of contacts during a first period of time, associating a second pairing strategy to a second plurality of contacts during a second period of time, associating a third pairing strategy to a third plurality of contacts during a third period of time, associating the first pairing strategy to a fourth plurality of contacts during a fourth period of time, associating the second pairing strategy to a fifth plurality of contacts during a fifth period of time, associating to a sixth plurality of contacts during a sixth period of time, determining a first performance measurement based on outcomes of the first, second, fourth, and fifth pluralities of contacts, determining a second performance measurement based on outcomes of the third and sixth pluralities of contacts, and outputting data that enables a comparison of the first and second performance measurements.
Public/Granted literature
- US20210211542A1 TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM Public/Granted day:2021-07-08
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