IP Library › Granted Patent US 11,290,595

Granted Patent B2

US 11,290,595 · App. 17/207,108 · Granted Mar 29, 2022

Techniques for benchmarking pairing strategies in a contact center system

Inventor: Zia Chishti (Washington, DC)

Assignee: AFINITI, LTD.

H04M3/5232 H04M3/5141 H04M3/5233 H04M3/5235 H04M2201/18 H04M2201/36

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Quick Facts

Patent No.: US 11,290,595
App. No.: 17/207,108
Granted: Mar 29, 2022
Kind: B2

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Abstract

A method is provided. The method comprises associating a first pairing strategy to a first plurality of contacts during a first period of time, associating a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts during a second period of time later than the first period of time, and associating a third pairing strategy that is different from the first pairing strategy to a third plurality of contacts during a third period of time later than the second period of time. The method also comprises determining a first performance measurement based on outcomes of the first and second pluralities of contacts, determining a second performance measurement based on outcomes of the third plurality of contacts, and outputting data that enables a comparison of the first and second performance measurements.

Claims (96)

1. A method comprising:

receiving at one or more switches first contact information indicating a first plurality of contacts;

obtaining, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, the first contact information from said one or more switches;

during a first period of time, associating, by the at least one computer processor, a first pairing strategy to the first plurality of contacts;

receiving at said one or more switches second contact information indicating a second plurality of contacts;

obtaining, by the at least one computer processor, the second contact information from said one or more switches;

during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to the second plurality of contacts;

receiving at said one or more switches third contact information indicating a third plurality of contacts;

obtaining, by the at least one computer processor, the third contact information from said one or more switches;

during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the first pairing strategy to the third plurality of contacts;

determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and second pluralities of contacts;

determining, by the at least one computer processor, a second performance measurement based on outcomes of the third plurality of contacts;

outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements,

wherein a first scheduling of the first period of time is determined prior to the first period of time,

wherein a second scheduling of the second period of time is determined prior to the second period of time, and

wherein a third scheduling of the third period of time is determined prior to the third period of time,

wherein the first, second, and third periods of time occur within a 24-hour period,

wherein the second pairing strategy is configured to improve accuracy of measuring performance of the first pairing strategy.

2. The method of claim 1 , further comprising:

during a fourth period of time later than the third period of time, associating, by the at least one computer processor, the second pairing strategy to a fourth plurality of contacts;

wherein the second performance measurement is further based on outcomes of the fourth plurality of contacts.

3. The method of claim 1 , further comprising:

during a fifth period of time later than the fourth period of time, associating, by the at least one computer processor, the second pairing strategy to a fifth plurality of contacts;

determining, by the at least one computer processor, a third performance measurement based on outcomes of the fifth plurality of contacts; and

outputting, by the at least one computer processor, data that enables a comparison of the third performance measurement with the first and second performance measurements.

4. The method of claim 1 , wherein associating the first pairing strategy during the first period negatively impacts performance of the second pairing strategy during the second period.

5. The method of claim 1 , wherein the first pairing strategy is a performance-based routing strategy.

6. The method of claim 1 , wherein the second pairing strategy is a first-in, first-out (FIFO) strategy.

7. The method of claim 1 , wherein the third pairing strategy is a behavioral pairing strategy.

8. The method of claim 1 , wherein a duration of the second period of time is configured to minimize effects of the first pairing strategy on the second performance measurement.

9. The method of claim 1 , wherein the second period of time is a stabilization period.

10. The method of claim 1 , wherein a first average performance of available agents at a start of the second period of time is lower than a second average performance of available agents at an end of the second period of time.

11. A system, the system comprising:

one or more switches;

memory; and

processing circuitry coupled to the memory, wherein the system is configured to:

receive at said one or more switches first contact information indicating a first plurality of contacts;

obtain, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, the first contact information from said one or more switches;

during a first period of time, associate, by the at least one computer processor, a first pairing strategy to the first plurality of contacts;

receive at said one or more switches second contact information indicating a second plurality of contacts;

obtain, by the at least one computer processor, the second contact information from said one or more switches;

during a second period of time later than the first period of time, associate, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to the second plurality of contacts;

receive at said one or more switches third contact information indicating a third plurality of contacts;

obtain, by the at least one computer processor, the third contact information from said one or more switches;

during a third period of time later than the second period of time, associate, by the at least one computer processor, a third pairing strategy that is different from the first pairing strategy to the third plurality of contacts;

determine, by the at least one computer processor, a first performance measurement based on outcomes of the first and second pluralities of contacts;

determine, by the at least one computer processor, a second performance measurement based on outcomes of the third plurality of contacts;

output, by the at least one computer processor, data that enables a comparison of the first and second performance measurements,

wherein a first scheduling of the first period of time is determined prior to the first period of time,

wherein a second scheduling of the second period of time is determined prior to the second period of time, and

wherein a third scheduling of the third period of time is determined prior to the third period of time,

wherein the first, second, and third periods of time occur within a 24 -hour period,

wherein the second pairing strategy is configured to improve accuracy of measuring performance of the first pairing strategy.

12. The system of claim 11 , wherein the system is further configured to:

during a fourth period of time later than the third period of time, associate, by the at least one computer processor, the second pairing strategy to a fourth plurality of contacts;

wherein the second performance measurement is further based on outcomes of the fourth plurality of contacts.

13. The system of claim 11 , wherein the system is further configured to:

during a fifth period of time later than the fourth period of time, associate, by the at least one computer processor, the second pairing strategy to a fifth plurality of contacts;

determine, by the at least one computer processor, a third performance measurement based on outcomes of the fifth plurality of contacts; and

output, by the at least one computer processor, data that enables a comparison of the third performance measurement with the first and second performance measurements.

14. The system of claim 11 , wherein associating the first pairing strategy during the first period negatively impacts performance of the second pairing strategy during the second period.

15. The system of claim 11 , wherein the first pairing strategy is a performance-based routing strategy.

16. The system of claim 11 , wherein the second pairing strategy is a first-in, first-out (FIFO) strategy.

17. The system of claim 11 , wherein the third pairing strategy is a behavioral pairing strategy.

18. The system of claim 11 , wherein a duration of the second period of time is configured to minimize effects of the first pairing strategy on the second performance measurement.

19. The system of claim 11 , wherein the second period of time is a stabilization period.

20. The system of claim 11 , wherein a first average performance of available agents at a start of the second period of time is lower than a second average performance of available agents at an end of the second period of time.

21. A computer program product comprising a non-transitory computer readable medium storing instructions which when executed by processing circuitry of a system causes the system to:

obtain, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, first contact information from one or more switches, wherein said one or more switches are configured to receive the first contact information indicating a first plurality of contacts;

during a first period of time, associate, by the at least one computer processor, a first pairing strategy to the first plurality of contacts;

obtain, by the at least one computer processor, the second contact information from said one or more switches, wherein said one or more switches are configured to receive the second contact information indicating a second plurality of contacts;

obtain, by the at least one computer processor, the third contact information from said one or more switches, wherein said one or more switches are configured to receive the third contact information indicating a third plurality of contacts;