- Patent Title: Techniques for hybrid behavioral pairing in a contact center system
-
Application No.: US14956074Application Date: 2015-12-01
-
Publication No.: US09787841B2Publication Date: 2017-10-10
- Inventor: Zia Chishti , Vikash Khatri
- 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: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/523

Abstract:
Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering an agent; ordering a plurality of contacts; applying, by at least one processor, a hybridization function to the ordering of the plurality of contacts to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the agent and a first contact in a first pair with a second difference in ordering between the agent and a second contact different from the first contact in a second pair; and selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing.
Public/Granted literature
- US20170064080A1 TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM Public/Granted day:2017-03-02
Information query