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; 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:
at a first time, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, pairing a first contact to an agent using a first pairing strategy;
at a second time later than the first time, by the at least one computer processor, pairing a second contact to the agent using a second pairing strategy that is different from the first pairing strategy;
at a third time later than the second time, by the at least one computer processor, pairing a third contact to the agent using a third pairing strategy that is different from the second pairing strategy;
at a fourth time later than the third time, by the at least one computer processor, pairing a fourth contact to the agent using a fourth pairing strategy that is different from the first and third pairing strategies;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements;
wherein the outputting is based on minimizing effects other than effects of the pairing strategy.
2. The method of claim 1 , wherein the first, second, third, and fourth times occur within a time period of less than 24 hours.
3. The method of claim 1 , wherein pairing strategy switching is based on minimizing effects other than effects of the first, second, third, and fourth pairing strategies.
4. The method of claim 1 , wherein minimizing effects is based on selecting a time period of less than one hour.
5. The method of claim 1 , wherein minimizing effects is based on contact phone numbers or portions of contact phone numbers.
6. The method of claim 1 , wherein minimizing effects is based on contact identifiers or portions of contact identifiers.
7. The method of claim 1 , wherein minimizing effects is based on a random or pseudorandom process.
8. 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:
at a first time, pair a first contact to an agent using a first pairing strategy;
at a second time later than the first time, pair a second contact to the agent using a second pairing strategy that is different from the first pairing strategy;
at a third time later than the second time, pair a third contact to the agent using a third pairing strategy that is different from the second pairing strategy;
at a fourth time later than the third time, pair a fourth contact to the agent using a fourth pairing strategy that is different from the first and third pairing strategies;
determine a first performance measurement based on outcomes of the first and third contacts;
determine a second performance measurement based on outcomes of the second and fourth contacts; and
output data that enables a comparison of the first and second performance measurements;
wherein the outputting is based on minimizing effects other than effects of the pairing strategy.
9. The system of claim 8 , wherein the first, second, third, and fourth times occur within a time period of less than 24 hours.
10. The system of claim 8 , wherein pairing strategy switching is based on minimizing effects other than effects of the first, second, third, and fourth pairing strategies.
11. The system of claim 8 , wherein minimizing effects is based on selecting a time period of less than one hour.
12. The system of claim 8 , wherein minimizing effects is based on contact phone numbers or portions of contact phone numbers.
13. The system of claim 8 , wherein minimizing effects is based on contact identifiers or portions of contact identifiers.
14. The system of claim 8 , wherein minimizing effects is based on a random or pseudorandom process.
15. 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:
at a first time, pair a first contact to an agent using a first pairing strategy;
at a second time later than the first time, pair a second contact to the agent using a second pairing strategy that is different from the first pairing strategy;
at a third time later than the second time, pair a third contact to the agent using a third pairing strategy that is different from the second pairing strategy;
at a fourth time later than the third time, pair a fourth contact to the agent using a fourth pairing strategy that is different from the first and third pairing strategies;
determine a first performance measurement based on outcomes of the first and third contacts;
determine a second performance measurement based on outcomes of the second and fourth contacts; and
output data that enables a comparison of the first and second performance measurements;
wherein the outputting is based on minimizing effects other than effects of the pairing strategy.
16. The article of manufacture of claim 15 , wherein the first, second, third, and fourth times occur within a time period of less than 24 hours.
17. The article of manufacture of claim 15 , wherein pairing strategy switching is based on minimizing effects other than effects of the first, second, third, and fourth pairing strategies.
18. The article of manufacture of claim 15 , wherein minimizing effects is based on selecting a time period of less than one hour.
19. The article of manufacture of claim 15 , wherein minimizing effects is based on contact phone numbers or portions of contact phone numbers.
20. The article of manufacture of claim 15 , wherein minimizing effects is based on contact identifiers or portions of contact identifiers.