- Patent Title: Techniques for hybrid behavioral pairing in a contact center system
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Application No.: US16996669Application Date: 2020-08-18
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Publication No.: US11509768B2Publication Date: 2022-11-22
- Inventor: Zia Chishti , Vikash Khatri
- Applicant: Afiniti, Ltd.
- Applicant Address: BM Hamilton
- Assignee: Afiniti, Ltd.
- Current Assignee: Afiniti, Ltd.
- Current Assignee Address: BM Hamilton
- Agency: Wilmer Cutler Pickering Hale and Dorr LLP
- Main IPC: H04M3/523
- IPC: H04M3/523

Abstract:
Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.
Public/Granted literature
- US20200382644A1 TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM Public/Granted day:2020-12-03
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