Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system
Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.
1. A method for pairing contacts and agents in a contact center system comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first set of contacts to be paired using a first pairing strategy;
determining, by the at least one computer processor, a second set of contacts to be paired using a second pairing strategy;
determining, by the at least one computer processor, a third set of contacts to be paired using the first pairing strategy;
determining, by the at least one computer processor, a fourth set of contacts to be paired using the second pairing strategy; and
connecting, by the at least one computer processor, contacts of the first, second, third, and fourth sets of contacts to agents in the contact center based on a pairing strategy associated with each contact,
wherein the second set of contacts arrived after the first set of contacts,
wherein the third set of contacts arrived after the second set of contacts,
wherein the fourth set of contacts arrived after the third set of contacts,
wherein all contacts of the second set of contacts must be paired, using the second pairing strategy, prior to pairing any of the contacts of the fourth set of contacts,
wherein the connecting further comprises selecting at least one contact of the third set of contacts for pairing before all contacts of the first set of contacts are paired and selecting at least one contact of the first set of contacts for pairing before all contacts of the third set of contacts are paired,
wherein there exists an agent in the contact center system available for pairing under both the first and second pairing strategies.
2. The method of claim 1 , wherein the first pairing strategy is a behavioral pairing strategy.
3. The method of claim 1 , wherein the second pairing strategy is a first-in, first-out (FIFO) pairing strategy.
4. The method of claim 1 , further comprising:
selecting, by the at least one computer processor, the first pairing strategy or the second pairing strategy based on a tie-breaking strategy; and
selecting, by the at least one computer processor, a contact of the first, second, third, or fourth sets of contacts for pairing based on the selected pairing strategy.
5. The method of claim 4 , wherein the tie-breaking strategy is one of a queue flush strategy, a queue length strategy, a queue wait strategy, or a sequential strategy.
6. The method of claim 1 , wherein the first pairing strategy is provided by an external pairing system, and the second pairing strategy is provided by one of the external pairing system and an internal pairing system of the contact center system.
7. A system for pairing contacts and agents in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
determine a first set of contacts to be paired using a first pairing strategy;
determine a second set of contacts to be paired using a second pairing strategy;
determine a third set of contacts to be paired using the first pairing strategy;
determine a fourth set of contacts to be paired using the second pairing strategy; and
connect contacts of the first, second, third, and fourth sets of contacts to agents in the contact center based on a pairing strategy associated with each contact,
wherein the second set of contacts arrived after the first set of contacts,
wherein the third set of contacts arrived after the second set of contacts,
wherein the fourth set of contacts arrived after the third set of contacts,
wherein all contacts of the second set of contacts must be paired, using the second pairing strategy, prior to pairing any of the contacts of the fourth set of contacts,
wherein the connecting further comprises selecting at least one contact of the third set of contacts for pairing before all contacts of the first set of contacts are paired and selecting at least one contact of the first set of contacts for pairing before all contacts of the third set of contacts are paired,
wherein there exists an agent in the contact center system available for pairing under both the first and second pairing strategies.
8. The system of claim 7 , wherein the first pairing strategy is a behavioral pairing strategy.
9. The system of claim 7 , wherein the second pairing strategy is a first-in, first-out (FIFO) pairing strategy.
10. The system of claim 7 , wherein the at least one computer processor is further configured to:
select the first pairing strategy or the second pairing strategy based on a tie-breaking strategy; and
select a contact of the first, second, third, or fourth sets of contacts for pairing based on the selected pairing strategy.
11. The system of claim 10 , wherein the tie-breaking strategy is one of a queue flush strategy, a queue length strategy, a queue wait strategy, or a sequential strategy.
12. The system of claim 7 , wherein the first pairing strategy is provided by an external pairing system, and the second pairing strategy is provided by one of the external pairing system and an internal pairing system of the contact center system.
13. An article of manufacture for pairing contacts and agents 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 operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
determine a first set of contacts to be paired using a first pairing strategy;
determine a second set of contacts to be paired using a second pairing strategy;
determine a third set of contacts to be paired using the first pairing strategy;
determine a fourth set of contacts to be paired using the second pairing strategy; and
connect contacts of the first, second, third, and fourth sets of contacts to agents in the contact center based on a pairing strategy associated with each contact,
wherein the second set of contacts arrived after the first set of contacts,
wherein the third set of contacts arrived after the second set of contacts,
wherein the fourth set of contacts arrived after the third set of contacts,
wherein all contacts of the second set of contacts must be paired, using the second pairing strategy, prior to pairing any of the contacts of the fourth set of contacts,
wherein the connecting further comprises selecting at least one contact of the third set of contacts for pairing before all contacts of the first set of contacts are paired and selecting at least one contact of the first set of contacts for pairing before all contacts of the third set of contacts are paired,
wherein there exists an agent in the contact center system available for pairing under both the first and second pairing strategies.
14. The article of manufacture of claim 13 , wherein the first pairing strategy is a behavioral pairing strategy.
15. The article of manufacture of claim 13 , wherein the second pairing strategy is a first-in, first-out (FIFO) pairing strategy.
16. The article of manufacture of claim 13 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to:
select the first pairing strategy or the second pairing strategy based on a tie-breaking strategy; and
select a contact of the first, second, third, or fourth sets of contacts for pairing based on the selected pairing strategy.
17. The article of manufacture of claim 16 , wherein the tie-breaking strategy is one of a queue flush strategy, a queue length strategy, a queue wait strategy, or a sequential strategy.
18. The article of manufacture of claim 13 , wherein the first pairing strategy is provided by an external pairing system, and the second pairing strategy is provided by one of the external pairing system and an internal pairing system of the contact center system.