TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

摘要

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.

主权项

1. A method for hybrid behavioral pairing in a contact center system comprising:
ordering, by at least one computer processor configured to operate in the contact center system, an agent; ordering, by the at least one computer processor, a plurality of contacts; adjusting, by the at least one computer processor, the ordering of the plurality of contacts to bias a first strategy for pairing with a balanced contact utilization toward a second strategy for pairing with a skewed contact utilization, wherein an extent of the adjusting is based at least in part on a hybridization function; comparing, by the at least one computer processor, 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 computer processor, one of the first pair and the second pair for connection based on the comparing, wherein the selected one of the first and second pairs is connected in the contact center system.