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 first 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 the first agent, the contact, and a second subset of items of the set of subsets 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 , further comprising:
determining, by the at least one computer processor, a third performance of a third combination comprising a second agent of the plurality of agents, the contact, and the first subset of items; and
comparing, by the at least one computer processor, the first performance with the third performance;
wherein the selecting is further based on comparing the first performance with the third performance.
3. The method of claim 1 , wherein the dimension comprises at least one of: offers, agent compensations, actions, and channels.
4. The method of claim 1 , wherein the dimension is based on at least one of: the first agent and the contact.
5. 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 items of the second set of one or more subsets of items;
wherein the second combination further comprises the second subset.
6. 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 first subset of items of the set of subsets of items;
determine a second performance of a second combination comprising the first agent, the contact, and a second subset of items of the set of subsets 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.
7. The system of claim 6 , wherein the at least one computer processor is further configured to:
determine a third performance of a third combination comprising a second agent of the plurality of agents, the contact, and the first subset of items; and
compare the first performance with the third performance;
wherein the selecting is further based on comparing the first performance with the third performance.
8. The system of claim 6 , wherein the dimension comprises at least one of: offers, agent compensations, actions, and channels.
9. The system of claim 6 , wherein the dimension is based on at least one of: the first agent and the contact.
10. The system of claim 6 , 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 items of the second set of one or more subsets of items;
wherein the second combination further comprises the second subset.
11. 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 first subset of items of the set of subsets of items;
determine a second performance of a second combination comprising the first agent, the contact, and a second subset of items of the set of subsets 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.
12. The article of manufacture of claim 11 , wherein the at least one computer processor is further configured to:
determine a third performance of a third combination comprising a second agent of the plurality of agents, the contact, and the first subset of items; and
compare the first performance with the third performance;
wherein the selecting is further based on comparing the first performance with the third performance.
13. The article of manufacture of claim 11 , wherein the dimension comprises at least one of: offers, agent compensations, actions, and channels.
14. The article of manufacture of claim 11 , wherein the dimension is based on at least one of: the first agent and the contact.
15. The article of manufacture of claim 11 , 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 items of the second set of one or more subsets of items;
wherein the second combination further comprises the second subset.