Techniques for benchmarking performance in a contact center system
Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.
1. A method comprising:
receiving, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy and a second pairing strategy;
pairing, in a switch of the contact center system, a first plurality of contact-agent interactions in the contact center system using the first pairing strategy and a second plurality of contact-agent interactions using the second pairing strategy;
determining, by the at least one computer processor, a first plurality of agents available at a transition from the first pairing strategy to the second pairing strategy; and
outputting, by the at least one computer processor, an impact on performance of the second pairing strategy based on the determining.
2. The method of claim 1 , wherein the pairing further comprises cycling between the first and second pairing strategies periodically.
3. The method of claim 2 , wherein the contact center cycles between the first and second pairing strategies based on factors other than time.
4. The method of claim 1 , further comprising:
determining, by the at least one computer processor, a first performance measurement of the first plurality of agents, wherein the impact on performance of the second pairing strategy is further based on the first performance measurement of the first plurality of agents.
5. The method of claim 4 , wherein the first performance measurement of the first plurality of agents is an average performance.
6. The method of claim 1 , further comprising:
generating, by the at least one computer processor, a report for display on a graphical user interface based on the outputting.
7. The method of claim 4 , further comprising:
determining, by the at least one computer processor, a second plurality of agents available before the pairing of the first plurality of contact-agent interactions in the contact center system using the first pairing strategy;
determining, by the at least one computer processor, a second performance measurement of the second plurality of agents; and
comparing, by the at least one computer processor, the first performance measurement to the second performance measurement;
wherein the impact on performance of the second pairing strategy is further based on comparing the first performance measurement to the second performance measurement.
8. A system comprising:
at least one computer processor communicatively coupled to and configured to operate in a contact center system, wherein the at least one computer processor is further configured to:
receive a first pairing strategy and a second pairing strategy;
pair, in a switch of the contact center system, a first plurality of contact-agent interactions in the contact center system using the first pairing strategy and a second plurality of contact-agent interactions using the second pairing strategy;
determine a first plurality of agents available at a transition from the first pairing strategy to the second pairing strategy; and
output an impact on performance of the second pairing strategy based on the determining.
9. The system of claim 8 , wherein the pairing further comprises cycling between the first and second pairing strategies periodically.
10. The system of claim 9 , wherein the contact center cycles between the first and second pairing strategies based on factors other than time.
11. The system of claim 8 , wherein the at least one computer processor is further configured to:
determine a first performance measurement of the first plurality of agents, wherein the impact on performance of the second pairing strategy is further based on the first performance measurement of the first plurality of agents.
12. The system of claim 11 , wherein the first performance measurement of the first plurality of agents is an average performance.
13. The system of claim 8 , wherein the at least one computer processor is further configured to:
generate a report for display on a graphical user interface based on the outputting.
14. The system of claim 11 , wherein the at least one computer processor is further configured to:
determine a second plurality of agents available before the pairing of the first plurality of contact-agent interactions in the contact center system using the first pairing strategy;
determine a second performance measurement of the second plurality of agents; and
compare the first performance measurement to the second performance measurement;
wherein the impact on performance of the second pairing strategy is further based on comparing the first performance measurement to the second performance measurement.
15. An article of manufacture comprising:
a non-transitory computer 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 contact center system and thereby cause the at least one computer processor to operate so as to:
receive a first pairing strategy and a second pairing strategy;
pair, in a switch of the contact center system, a first plurality of contact-agent interactions in the contact center system using the first pairing strategy and a second plurality of contact-agent interactions using the second pairing strategy;
determine a first plurality of agents available at a transition from the first pairing strategy to the second pairing strategy; and
output an impact on performance of the second pairing strategy based on the determining.
16. The article of manufacture of claim 15 , wherein the pairing further comprises cycling between the first and second pairing strategies periodically.
17. The article of manufacture of claim 16 , wherein the contact center cycles between the first and second pairing strategies based on factors other than time.
18. The article of manufacture of claim 15 , wherein the instructions further cause the at least one computer processor to operate so as to:
determine a first performance measurement of the first plurality of agents, wherein the impact on performance of the second pairing strategy is further based on the first performance measurement of the first plurality of agents.
19. The article of manufacture of claim 18 , wherein the first performance measurement of the first plurality of agents is an average performance.
20. The article of manufacture of claim 15 , wherein the instructions further cause the at least one computer processor to operate so as to:
generate a report for display on a graphical user interface based on the outputting.
21. The article of manufacture of claim 18 , wherein the instructions further cause the at least one computer processor to operate so as to:
determine a second plurality of agents available before the pairing of the first plurality of contact-agent interactions in the contact center system using the first pairing strategy;
determine a second performance measurement of the second plurality of agents; and
compare the first performance measurement to the second performance measurement;
wherein the impact on performance of the second pairing strategy is further based on comparing the first performance measurement to the second performance measurement.