Techniques for behavioral pairing in a contact center system
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.
1. A method for pairing in a contact center system comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents;
determining, by the at least one computer processor, a plurality of contact types;
determining, by the at least one computer processor, a plurality of expected outcomes of pairings between each of the plurality of agents and each of the plurality of contact types;
determining, by the at least one computer processor, a pairing model based on the plurality of expected outcomes; and
establishing, by the at least one computer processor via a routing engine of the contact center system, a communications channel between communication equipment of a first contact and communication equipment of a first agent according to a pairing strategy using the pairing model, wherein the pairing strategy improves overall performance of the contact center system.
2. The method of claim 1 , wherein the pairing strategy is a diagonal strategy.
3. The method of claim 1 , wherein the pairing strategy balances agent utilization.
4. The method of claim 1 , further comprising:
determining, by the at least one computer processor, an expected improvement to overall performance of the contact center system based on the plurality of expected outcomes.
5. The method of claim 1 , wherein an expected outcome of a pairing of the first contact and the first agent is lower than a second expected outcome of a second available pairing.
6. The method of claim 1 , wherein a pairing of the first contact and the first agent increases a likelihood of a subsequent pairing between a second contact and a second agent with a second expected outcome higher than the expected outcome of the pairing of the first contact and the first agent.
7. The method of claim 1 , wherein the pairing strategy is based on a plurality of expected frequencies for contacts of each of the plurality of contact types arriving at the contact center system.
8. A system for pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
determine a plurality of agents;
determine a plurality of contact types;
determine a plurality of expected outcomes of pairings between each of the plurality of agents and each of the plurality of contact types;
determine a pairing model based on the plurality of expected outcomes; and
establish, via a routing engine of the contact center system, a communications channel between communication equipment of a first contact and communication equipment of a first agent according to a pairing strategy using the pairing model, wherein the pairing strategy improves overall performance of the contact center system.
9. The system of claim 8 , wherein the pairing strategy is a diagonal strategy.
10. The system of claim 8 , wherein the pairing strategy balances agent utilization.
11. The system of claim 8 , wherein the at least one computer processor is further configured to:
determine an expected improvement to overall performance of the contact center system based on the plurality of expected outcomes.
12. The system of claim 8 , wherein an expected outcome of a pairing of the first contact and the first agent is lower than a second expected outcome of a second available pairing.
13. The system of claim 8 , wherein a pairing of the first contact and the first agent increases a likelihood of a subsequent pairing between a second contact and a second agent with a second expected outcome higher than the expected outcome of the pairing of the first contact and the first agent.
14. The system of claim 8 , wherein the pairing strategy is based on a plurality of expected frequencies for contacts of each of the plurality of contact types arriving at the contact center system.
15. An article of manufacture for pairing in a contact center system comprising:
a non-transitory computer processor readable medium; and
instructions stored on the medium;
wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
determine a plurality of agents;
determine a plurality of contact types;
determine a plurality of expected outcomes of pairings between each of the plurality of agents and each of the plurality of contact types;
determine a pairing model based on the plurality of expected outcomes; and
establish, via a routing engine of the contact center system, a communications channel between communication equipment of a first contact and communication equipment of a first agent according to a pairing strategy using the pairing model, wherein the pairing strategy improves overall performance of the contact center system.
16. The article of manufacture of claim 15 , wherein the pairing strategy is a diagonal strategy.
17. The article of manufacture of claim 15 , wherein the pairing strategy balances agent utilization.
18. The article of manufacture of claim 15 , wherein the at least one computer processor is further configured to:
determine an expected improvement to overall performance of the contact center system based on the plurality of expected outcomes.
19. The article of manufacture of claim 15 , wherein an expected outcome of a pairing of the first contact and the first agent is lower than a second expected outcome of a second available pairing.
20. The article of manufacture of claim 15 , wherein a pairing of the first contact and the first agent increases a likelihood of a subsequent pairing between a second contact and a second agent with a second expected outcome higher than the expected outcome of the pairing of the first contact and the first agent.