Techniques for decisioning behavioral pairing in a task assignment system
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 comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in a task assignment system, a plurality of agents available for pairing;
determining, by the at least one computer processor, a set of one or more contacts available for pairing;
determining, by the at least one computer processor, a set of one or more subsets of items according to a dimension;
determining, by the at least one computer processor, a first performance of a first combination comprising a first agent of the plurality of agents, a contact of the set of contacts, and a subset of items of the set of subsets of items;
determining, by the at least one computer processor, a second performance of a second combination comprising a second agent of the plurality of agents, the contact, and the subset of items;
comparing, by the at least one computer processor, the first performance with the second performance; and
selecting, by the at least one computer processor, either the first combination or the second combination based on the comparing for connection in a contact center system.
2. The method of claim 1 , wherein the dimension comprises offers.
3. The method of claim 1 , wherein the dimension comprises agent compensations.
4. The method of claim 1 , wherein the dimension comprises actions.
5. The method of claim 1 , wherein the dimension comprises channels.
6. The method of claim 1 , wherein the dimension is based on the agent.
7. The method of claim 1 , wherein the dimension is based on the contact.
8. The method of claim 1 , further comprising:
determining, by the at least one computer processor, a second set of one or more subsets of items according to a second dimension,
wherein the first combination further comprises a second subset of the second set of items,
wherein the second combination further comprises the second subset.
9. The method of claim 8 , wherein the dimension comprises offers, and wherein the second dimension comprises agent compensations.
10. A system comprising:
at least one computer processor communicatively coupled to and configured to operate in a task assignment system, wherein the at least one computer processor is further configured to:
determine a plurality of agents available for pairing;
determine a set of one or more contacts available for pairing;
determine a set of one or more subsets of items according to a dimension;
determine a first performance of a first combination comprising a first agent of the plurality of agents, a contact of the set of contacts, and a subset of items of the set of subsets of items;
determine a second performance of a second combination comprising a second agent of the plurality of agents, the contact, and the subset of items;
compare the first performance with the second performance; and
select either the first combination or the second combination based on the comparing for connection in a contact center system.
11. The system of claim 10 , wherein the dimension comprises offers.
12. The system of claim 10 , wherein the dimension comprises agent compensations.
13. The system of claim 10 , wherein the dimension comprises actions.
14. The system of claim 10 , wherein the dimension comprises channels.
15. The system of claim 10 , wherein the dimension is based on the agent.
16. The system of claim 10 , wherein the dimension is based on the contact.
17. The system of claim 10 , wherein the at least one computer processor is further configured to:
determine a second set of one or more subsets of items according to a second dimension,
wherein the first combination further comprises a second subset of the second set of items,
wherein the second combination further comprises the second subset.
18. The system of claim 17 , wherein the dimension comprises offers, and wherein the second dimension comprises agent compensations.
19. An article of manufacture 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 a task assignment system and thereby cause the at least one computer processor to operate so as to:
determine a plurality of agents available for pairing;
determine a set of one or more contacts available for pairing;
determine a set of one or more subsets of items according to a dimension;
determine a first performance of a first combination comprising a first agent of the plurality of agents, a contact of the set of contacts, and a subset of items of the set of subsets of items;
determine a second performance of a second combination comprising a second agent of the plurality of agents, the contact, and the subset of items;
compare the first performance with the second performance; and
select either the first combination or the second combination based on the comparing for connection in a contact center system.
20. The article of manufacture of claim 19 , wherein the dimension comprises offers.
21. The article of manufacture of claim 19 , wherein the dimension comprises agent compensations.
22. The article of manufacture of claim 19 , wherein the dimension comprises actions.
23. The article of manufacture of claim 19 , wherein the dimension comprises channels.
24. The article of manufacture of claim 19 , wherein the dimension is based on the agent.
25. The article of manufacture of claim 19 , wherein the dimension is based on the contact.
26. The article of manufacture of claim 19 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to:
determine a second set of one or more subsets of items according to a second dimension,
wherein the first combination further comprises a second subset of the second set of items,
wherein the second combination further comprises the second subset.
27. The article of manufacture of claim 26 , wherein the dimension comprises offers, and wherein the second dimension comprises agent compensations.