Techniques for benchmarking pairing strategies in a contact center system
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system comprising: determining for each contact of a plurality of contacts, an associated plurality of historical contact assignments; determining, for each contact, an associated outcome value; partitioning, for each contact, the associated plurality of historical assignments into a first associated subset assigned using a first pairing strategy and a second associated subset assigned using a second pairing strategy; determining, for each contact, a first portion of the associated outcome value attributable to the first associated subset and a second portion of the associated outcome value attributable to the second associated subset; and outputting a difference in performance between the first and second pairing strategies according to the first and second associated portions of the associated outcome value for each contact.
1. A method comprising:
during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy to a first plurality of contacts;
during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts;
during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the second pairing strategy to a third plurality of contacts;
during a fourth period of time later than the third period of time, associating, by the at least one computer processor, a fourth pairing strategy that is different from the first and third pairing strategies to a fourth plurality of contacts;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third pluralities of contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements,
wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours,
wherein a first scheduling of the first period of time is determined prior to the first period of time,
wherein a second scheduling of the second period of time is determined prior to the second period of time,
wherein a third scheduling of the third period of time is determined prior to the third period of time, and
wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time.
2. The method of claim 1 , wherein the time interval is less than or equal to 12 hours.
3. The method of claim 1 , wherein the time interval is less than or equal to 6 hours.
4. The method of claim 1 , wherein the time interval is less than or equal to 3 hours.
5. The method of claim 1 , wherein the time interval is less than or equal to 1 hour.
6. The method of claim 1 , wherein each of a plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts.
7. The method of claim 1 , wherein the time interval is selected to reduce bias attributable to effects related to time.
8. The method of claim 1 , wherein the first, second, third, and fourth pluralities of contacts are inbound contacts to a contact center system.
9. A system comprising:
at least one computer processor communicatively coupled to and configured to operate in a contact center system, wherein the at least one computer processor is further configured to:
during a first period of time, associate a first pairing strategy to a first plurality of contacts;
during a second period of time later than the first period of time, associate a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts;
during a third period of time later than the second period of time, associate a third pairing strategy that is different from the second pairing strategy to a third plurality of contacts;
during a fourth period of time later than the third period of time, associate a fourth pairing strategy that is different from the first and third pairing strategies to a fourth plurality of contacts;
determine a first performance measurement based on outcomes of the first and third pluralities of contacts;
determine a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and
output data that enables a comparison of the first and second performance measurements,
wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours,
wherein a first scheduling of the first period of time is determined prior to the first period of time,
wherein a second scheduling of the second period of time is determined prior to the second period of time,
wherein a third scheduling of the third period of time is determined prior to the third period of time, and
wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time.
10. The system of claim 9 , wherein the time interval is less than or equal to 12 hours.
11. The system of claim 9 , wherein the time interval is less than or equal to 6 hours.
12. The system of claim 9 , wherein the time interval is less than or equal to 3 hours.
13. The system of claim 9 , wherein the time interval is less than or equal to 1 hour.
14. The system of claim 9 , wherein each of a plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts.
15. The system of claim 9 , wherein the time interval is selected to reduce bias attributable to effects related to time.
16. The system of claim 9 , wherein the first, second, third, and fourth pluralities of contacts are inbound contacts to the contact center system.
17. An article of manufacture 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 a contact center system and thereby cause the at least one computer processor to operate so as to:
during a first period of time, associate a first pairing strategy to a first plurality of contacts;
during a second period of time later than the first period of time, associate a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts;
during a third period of time later than the second period of time, associate a third pairing strategy that is different from the second pairing strategy to a third plurality of contacts;
during a fourth period of time later than the third period of time, associate a fourth pairing strategy that is different from the first and third pairing strategies to a fourth plurality of contacts;
determine a first performance measurement based on outcomes of the first and third pluralities of contacts;
determine a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and
output data that enables a comparison of the first and second performance measurements,
wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours,
wherein a first scheduling of the first period of time is determined prior to the first period of time,
wherein a second scheduling of the second period of time is determined prior to the second period of time,
wherein a third scheduling of the third period of time is determined prior to the third period of time, and
wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time.
18. The article of manufacture of claim 17 , wherein the time interval is less than or equal to 12 hours.
19. The article of manufacture of claim 17 , wherein the time interval is less than or equal to 6 hours.
20. The article of manufacture of claim 17 , wherein the time interval is less than or equal to 3 hours.
21. The article of manufacture of claim 17 , wherein the time interval is less than or equal to 1 hour.
22. The article of manufacture of claim 17 , wherein each of a plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts.
23. The article of manufacture of claim 17 , wherein the time interval is selected to reduce bias attributable to effects related to time.
24. The article of manufacture of claim 17 , wherein the first, second, third, and fourth pluralities of contacts are inbound contacts to the contact center system.