| 发明名称 | Techniques for behavioral pairing in a contact center system | ||
| 摘要 | Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different. | ||
| 申请公布号 | US9300802(B1) | 申请公布日期 | 2016.03.29 |
| 申请号 | US201514871658 | 申请日期 | 2015.09.30 |
| 申请人 | SATMAP International Holdings Limited | 发明人 | Chishti Zia |
| 分类号 | H04M3/00;H04M5/00;H04M3/523 | 主分类号 | H04M3/00 |
| 代理机构 | Wilmer Cutler Pickering Hale and Dorr LLP | 代理人 | Wilmer Cutler Pickering Hale and Dorr LLP |
| 主权项 | 1. A method for pairing in a contact center comprising: ordering one or more contacts; ordering one or more agents; comparing, by at least one processor, a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent 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, wherein the first contact and the second contact are different or the first agent and the second agent are different, and wherein a higher-ordered agent or a higher-ordered contact remains available for subsequent assignment. | ||
| 地址 | Hamilton BM | ||