Techniques for behavioral pairing in a task assignment system

1. A method for behavioral pairing in a task assignment system comprising:

determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, availability of at least one task in a queue;

querying, by the at least one computer processor and based on at least one variable pertaining to the at least one task, at least one data source for information associated with the at least one task, wherein the query is performed within a first time period, wherein the first time period is determined according to a service level agreement associated with the task assignment system and the at least one task;

receiving, by the at least one computer processor and from the at least one data source, the information associated with the at least one task;

pairing, during the first time period and based at least in part on the information associated with the at least one task, one or more tasks in the queue other than the at least one task to a first agent in the task assignment system by a pairing strategy associated with the task assignment system; and

pairing, by the at least one computer processor and based at least in part on the information associated with the at least one task, the at least one task to a second agent in the task assignment system by the pairing strategy.

2. The method of claim 1 , wherein the task assignment system is a contact center system.

3. The method of claim 1 , wherein the data source is internal to the task assignment system.

4. The method of claim 1 , wherein the data source is external to the task assignment system.

5. The method of claim 1 , wherein the at least one variable is at least one of a telephone number or a customer identifier associated with the at least one task.

6. The method of claim 1 , wherein the information associated with the at least one task is a geographical location of where the at least one task originates.

7. The method of claim 1 , wherein the task assignment system includes multiple available agents and one task in queue.

8. The method of claim 1 , wherein the task assignment system includes one available agent and multiple tasks in queue.

9. The method of claim 1 , wherein the task assignment system includes multiple available agents and multiple tasks in queue.

10. A system for behavioral pairing in a task assignment system comprising:

at least one computer processor communicatively coupled to and configured to operate in the task assignment system, wherein the at least one computer processor is further configured to:

determine availability of at least one task in a queue;

query, based on at least one variable pertaining to the at least one task, at least one data source for information associated with the at least one task, wherein the query is performed within a first time period, wherein the first time period is determined according to a service level agreement associated with the task assignment system and the at least one task;

receive, from the at least one data source, the information associated with the at least one task;

pair, during the first time period and based at least in part on the information associated with the at least one task, one or more tasks in the queue other than the at least one task to a first agent in the task assignment system by a pairing strategy associated with the task assignment system; and

pair, based at least in part on the information associated with the at least one task, the at least one task to a second agent in the task assignment system by the pairing strategy.

11. The system of claim 10 , wherein the task assignment system is a contact center system.

12. The system of claim 10 , wherein the data source is internal to the task assignment system.

13. The system of claim 10 , wherein the data source is external to the task assignment system.

14. The system of claim 10 , wherein the at least one variable is at least one of a telephone number or a customer identifier associated with the at least one task.

15. The system of claim 10 , wherein the information associated with the at least one task is a geographical location of where the at least one task originates.

16. The system of claim 10 , wherein the task assignment system includes multiple available agents and one task in queue.

17. The system of claim 10 , wherein the task assignment system includes one available agent and multiple tasks in queue.

18. The system of claim 10 , wherein the task assignment system includes multiple available agents and multiple tasks in queue.

19. An article of manufacture for behavioral pairing in a task assignment system comprising:

a non-transitory 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 task assignment system and thereby cause the at least one computer processor to operate so as to:

determine availability of at least one task in a queue;

query, based on at least one variable pertaining to the at least one task, at least one data source for information associated with the at least one task, wherein the query is performed within a first time period, wherein the first time period is determined according to a service level agreement associated with the task assignment system and the at least one task;

receive, from the at least one data source, the information associated with the at least one task;

pair, during the first time period and based at least in part on the information associated with the at least one task, one or more tasks in the queue other than the at least one task to a first agent in the task assignment system by a pairing strategy associated with the task assignment system; and

pair, based at least in part on the information associated with the at least one task, the at least one task to a second agent in the task assignment system by the pairing strategy.

20. The article of manufacture of claim 19 , wherein the task assignment system is a contact center system.

21. The article of manufacture of claim 19 , wherein the data source is internal to the task assignment system.

22. The article of manufacture of claim 19 , wherein the data source is external to the task assignment system.

23. The article of manufacture of claim 19 , wherein the at least one variable is at least one of a telephone number or a customer identifier associated with the at least one task.

24. The article of manufacture of claim 19 , wherein the information associated with the at least one task is a geographical location of where the at least one task originates.

25. The article of manufacture of claim 19 , wherein the task assignment system includes multiple available agents and one task in queue.

26. The article of manufacture of claim 19 , wherein the task assignment system includes one available agent and multiple tasks in queue.

27. The article of manufacture of claim 19 , wherein the task assignment system includes multiple available agents and multiple tasks in queue.

28. The method of claim 1 , further comprising:

determining whether a query can be performed during the first time period;

wherein the querying is further based on determining that the query can be performed during the first time period.

29. The system of claim 10 , wherein the at least one computer processor is further configured to:

determine whether a query can be performed during the first time period;

wherein the querying is further based on determining that the query can be performed during the first time period.

30. The article of manufacture of claim 19 , wherein the instructions further cause the at least one computer processor to operate so as to:

determine whether a query can be performed during the first time period;

wherein the querying is further based on determining that the query can be performed during the first time period.