Techniques for decisioning behavioral pairing in a task assignment system
View Patent ↗Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning 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, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.
1. A method for decisioning 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, a plurality of possible task-agent pairings among at least one task waiting for assignment and a plurality of agents available for assignment; and
selecting, by the least one computer processor, for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set of a plurality of potential offer sets to be offered by the agent in the first task-agent pairing or a first compensation of a plurality of potential compensations to be received by the agent in the first task-agent pairing.
2. The method of claim 1 , wherein the task assignment system is a contact center system.
3. The method of claim 1 , wherein the selecting is based at least in part on both the first offer set and the first compensation.
4. The method of claim 1 , further comprising:
selecting, by the at least one computer processor, the first offer set from the plurality of potential offer sets.
5. The method of claim 1 , further comprising:
selecting, by the at least one computer processor, the first compensation from the plurality of potential compensations.
6. The method of claim 1 , wherein the selecting is based on at least one of a first ordering of a plurality of tasks and a second ordering of a plurality of agents, and wherein the at least one of the first and second orderings is expressed as percentiles or percentile ranges.
7. The method of claim 6 , further comprising adjusting, by the at least one computer processor, the first offer set or the first compensation to adjust the first or second orderings.
8. A system for decisioning 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 a plurality of possible task-agent pairings among at least one task waiting for assignment and a plurality of agents available for assignment; and
select, for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set of a plurality of potential offer sets to be offered by the agent in the first task-agent pairing or a first compensation of a plurality of potential compensations to be received by the agent in the first task-agent pairing.
9. The system of claim 8 , wherein the task assignment system is a contact center system.
10. The system of claim 8 , wherein the at least one computer processor is configured to select the first task-agent pairing based at least in part on both the first offer set and the first compensation.
11. The system of claim 8 , wherein the at least one computer processor is further configured to select the first offer set from the plurality of potential offer sets.
12. The system of claim 8 , wherein the at least one computer processor is further configured to select the first compensation from the plurality of potential compensations.
13. The system of claim 8 , wherein the at least one computer processor is configured to select the first task-agent pairing based on at least one of a first ordering of a plurality of tasks and a second ordering of a plurality of agents, and wherein the at least one of the first and second orderings is expressed as percentiles or percentile ranges.
14. The system of claim 13 , wherein the at least one computer processor is further configured to adjust the first offer set or the first compensation to adjust the first or second orderings.
15. An article of manufacture for decisioning 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 a plurality of possible task-agent pairings among at least one task waiting for assignment and a plurality of agents available for assignment; and
select, for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set of a plurality of potential offer sets to be offered by the agent in the first task-agent pairing or a first compensation of a plurality of potential compensations to be received by the agent in the first task-agent pairing.
16. The article of manufacture of claim 15 , wherein the task assignment system is a contact center system.
17. The article of manufacture of claim 15 , wherein the instructions are configured to cause the at least one computer processor to operate so as to select the first task-agent pairing based at least in part on both the first offer set and the first compensation.
18. The article of manufacture of claim 15 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to select the first offer set from the plurality of potential offer sets.
19. The article of manufacture of claim 15 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to select the first compensation from the plurality of potential compensations.
20. The article of manufacture of claim 15 , wherein the instructions are configured to cause the at least one computer processor to operate so as to select the first task-agent pairing based on at least one of a first ordering of a plurality of tasks and a second ordering of a plurality of agents, and wherein the at least one of the first and second orderings is expressed as percentiles or percentile ranges.
21. The article of manufacture of claim 20 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to adjust the first offer set or the first compensation to adjust the first or second orderings.