Techniques for estimating expected performance in a task assignment system
Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.
1. A method comprising:
receiving, by at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in a contact center system, a plurality of contact types;
receiving, by the at least one computer processor, a plurality of agent sets;
receiving, by the at least one computer processor, a first plurality of contact-agent interaction sets and associated outcomes;
generating, by the at least one computer processor, a plurality of weights based on the first plurality of contactagent interaction sets, the plurality of contact types, and the plurality of agent sets;
receiving, by the at least one computer processor, a second plurality of contact-agent interaction sets and associated outcomes;
applying, by the at least one computer processor, the plurality of weights to the second plurality of contact-agent interaction sets; and
estimating, by the at least one computer processor, a performance of a pairing strategy based on the applying, wherein the pairing strategy is configured to cause a connection to be established between a contact and an agent in a switch of the contact center system.
2. The method of claim 1 , wherein the plurality of weights consists of 0 and 1.
3. The method of claim 1 , wherein the pairing strategy is a behavioral pairing strategy.
4. The method of claim 3 , wherein the behavioral pairing strategy is a diagonal pairing strategy.
5. The method of claim 1 , wherein the first and second pluralities of contact-agent interaction sets are not identical.
6. The method of claim 1 , wherein the plurality of weights is based on a target utilization of at least one agent set of the plurality of agent sets.
7. The method of claim 1 , wherein each of the plurality of weights represents a closeness of fit to the pairing strategy.
8. The system of claim 1 , wherein the plurality of weights consists of 0 and 1.
9. The system of claim 1 , wherein the pairing strategy is a behavioral pairing strategy.
10. The system of claim 9 , wherein the behavioral pairing strategy is a diagonal pairing strategy.
11. The system of claim 1 , wherein the first and second pluralities of contact-agent interaction sets are not identical.
12. The system of claim 1 , wherein the plurality of weights is based on a target utilization of at least one agent set of the plurality of agent sets.
13. The system of claim 1 , wherein each of the plurality of weights represents a closeness of fit to the pairing strategy.
14. A system comprising:
at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in a contact center system, wherein the at least one computer processor is further configured to:
receive a plurality of contact types;
receive a plurality of agent sets;
receive a first plurality of contact-agent interaction sets and associated outcomes;
generate a plurality of weights based on the first plurality of contact-agent interaction sets, the plurality of contact types, and the plurality of agent sets;
receive a second plurality of contact-agent interaction sets and associated outcomes;
apply the plurality of weights to the second plurality of contact-agent interaction sets; and
estimate a performance of a pairing strategy based on the applying, wherein the pairing strategy is configured to cause a connection to be established between a contact and an agent in a switch of the contact center system.
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 perform contact-agent pairing operations in a contact center system and thereby cause the at least one computer processor to operate so as to:
receive a plurality of contact types;
receive a plurality of agent sets;
receive a first plurality of contact-agent interaction sets and associated outcomes;
generate a plurality of weights based on the first plurality of contact-agent interaction sets, the plurality of contact types, and the plurality of agent sets;
receive a second plurality of contact-agent interaction sets and associated outcomes;
apply the plurality of weights to the second plurality of contact-agent interaction sets; and
estimate a performance of a pairing strategy based on the applying, wherein the pairing strategy is configured to cause a connection to be established between a contact and an agent in a switch of the contact center system.
16. The article of manufacture of claim 15 , wherein the plurality of weights consists of 0 and 1.
17. The article of manufacture of claim 15 , wherein the pairing strategy is a behavioral pairing strategy.
18. The article of manufacture of claim 17 , wherein the behavioral pairing strategy is a diagonal pairing strategy.
19. The article of manufacture of claim 15 , wherein the first and second pluralities of contact-agent interaction sets are not identical.
20. The article of manufacture of claim 15 , wherein the plurality of weights is based on a target utilization of at least one agent set of the plurality of agent sets.
21. The article of manufacture of claim 15 , wherein each of the plurality of weights represents a closeness of fit to the pairing strategy.