Techniques for hybrid behavioral pairing in a contact center system
Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of agents according to a behavioral pairing strategy with a balanced agent utilization; determining a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed agent utilization between the balanced agent utilization and the unbalanced agent utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system.
1. A method for behavioral pairing in a contact center system comprising:
determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of agents available for connection to a contact;
determining, by the at least one computer processor, for each of the plurality of agents, a bandwidth greater than zero for being selected for connection to the contact, wherein a larger difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
selecting, by the at least one computer processor, after the next contact becomes available for connection to any of the plurality of agents, one of the plurality of agents for connection based at least in part on the bandwidth of each of the plurality of agents; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the contact and the one of the plurality of agents based upon the selecting.
2. The method of claim 1 , wherein the bandwidth of each of the plurality of agents is nonoverlapping with the bandwidth of each other agent of the plurality of agents.
3. The method of claim 1 , wherein a higher-performing agent has a larger bandwidth than a lower-performing agent.
4. The method of claim 1 , wherein a smaller difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward uniform agent utilization.
5. The method of claim 1 , wherein at least a portion of the plurality of agents have equal bandwidths, wherein equal bandwidths correspond with approximately uniform utilization.
6. The method of claim 1 , wherein determining the bandwidth for each of the plurality of agents is based on a parameter for controllably adjusting a bias between uniform agent utilization and skewed agent utilization.
7. A system for behavioral pairing in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, wherein the at least one computer processor is configured to:
determine a plurality of agents available for connection to a contact;
determine, for each of the plurality of agents, a bandwidth greater than zero for being selected for connection to the contact, wherein a larger difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
select, after the next contact becomes available for connection to any of the plurality of agents, one of the plurality of agents for connection based at least in part on the bandwidth of each of the plurality of agents; and
establish, in a switch of the contact center system, a connection between the contact and the one of the plurality of agents based upon the selecting.
8. The system of claim 7 , wherein the bandwidth of each of the plurality of agents is nonoverlapping with the bandwidth of each other agent of the plurality of agents.
9. The system of claim 7 , wherein a higher-performing agent has a larger bandwidth than a lower-performing agent.
10. The system of claim 7 , wherein a smaller difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward uniform agent utilization.
11. The system of claim 7 , wherein at least a portion of the plurality of agents have equal bandwidths, wherein equal bandwidths correspond with approximately uniform utilization.
12. The system of claim 7 , wherein determining the bandwidth for each of the plurality of agents is based on a parameter for controllably adjusting a bias between uniform agent utilization and skewed agent utilization.
13. An article of manufacture for behavioral pairing in a contact center 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 perform behavioral pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to:
determine a plurality of agents available for connection to a contact;
determine, for each of the plurality of agents, a bandwidth greater than zero for being selected for connection to the contact, wherein a larger difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
select, after the next contact becomes available for connection to any of the plurality of agents, one of the plurality of agents for connection based at least in part on the bandwidth of each of the plurality of agents; and
establish, in a switch of the contact center system, a connection between the contact and the one of the plurality of agents based upon the selecting.
14. The article of manufacture of claim 13 , wherein the bandwidth of each of the plurality of agents is nonoverlapping with the bandwidth of each other agent of the plurality of agents.
15. The article of manufacture of claim 13 , wherein a higher-performing agent has a larger bandwidth than a lower-performing agent.
16. The article of manufacture of claim 13 , wherein a smaller difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward uniform agent utilization.
17. The article of manufacture of claim 13 , wherein at least a portion of the plurality of agents have equal bandwidths, wherein equal bandwidths correspond with approximately uniform utilization.
18. The article of manufacture of claim 13 , wherein determining the bandwidth for each of the plurality of agents is based on a parameter for controllably adjusting a bias between uniform agent utilization and skewed agent utilization.